You now have the ability to manually or programmatically close out a Journey that did not successfully reach the end.

Not every customer journey is a successful one. Sometimes processes fail, interactions go stale, applications are denied, or customers churn. In these scenarios, the journey did not reach the desired outcome and will need to be closed out.

Closing out a Journey marks the overall Journey as Closed so it will no longer show as Active in Analytics. It will also close out any active or pending Actions that are still open in the Journey so you don’t have Actions left in a limbo state.

There are two ways to close out a journey, manually and programmatically.

Manually Close Out a Journey

We added a button to the top of the journey timeline that allows users to manually close out a Journey that is still active. Selecting this action will immediately move the Journey to A Closed status and it will no longer be editable.

This is helpful when a customer is on track to complete a journey, but stops responding or churns. Something happened that was not expected and requires human intervention to resolve.

Programmatically Close a Journey

The other way a Journey can get closed out before reaching the end is when a customer hits an intentional dead end within a Journey. This can happen within a Path where one of the conditions leads to the Journey being closed out.

For example, if a customer is going through underwriting and they are rejected, that may be the end of this journey for that customer. Or if a customer does not accept your Terms and Conditions, that may remove the customer from an onboarding process. You may take additional actions before closing the Journey such as sending them an email or running an automation to close out their account. The final Close Out Action will automatically end the journey for you when it is reached.

Finding Friction Points In Your Customer Journeys

When a Journey gets closed out - either manually or programmatically - we flag that Action and can display it within your analytics dashboard so that you can identify where customers are falling out of journeys in order to focus on the areas that need the most work to improve the overall experience.