Pause and Unpause Journeys

From time to time, you may need to temporarily pause an active journey. For example, you might pause regular journeys during a peak season to activate special holiday campaigns and prevent overlap. Once the season ends, you can easily unpause and resume your original journeys.

You can also pause a journey briefly to make quick updates to its content without disrupting your audience.

Pausing a Journey

1. Navigate to Journeys

   Go to:
   https://{org_name}.simondata.com/journeys/index
   Use the search bar to locate the journey you want to pause.

2. Pause the Journey

   On the journey detail page, select Pause.

While the journey is paused:

• Contacts currently in the journey will pause at their current step.
• No messages will be triggered during the pause.
• New contacts who meet the journey’s entry criteria will not be added to a “waiting bucket.”
• Events that would normally trigger entry will not be queued for later activation.

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Tip

You can view all paused journeys by filtering for Paused status on the Journeys page.

Unpausing a Journey

1. Select the Paused Journey

   From the Journeys page, filter by Paused and select the journey you want to resume.

2. Unpause the Journey

   Click Unpause to reactivate.

When a journey is unpaused:

• Existing contacts resume their progress from where they left off.

  Example: If a contact was 12 hours into a 24-hour delay node when the journey was paused, the contact will wait the remaining 12 hours after unpausing before moving forward.

• Contacts who meet the entry criteria at the moment of unpausing will enter the journey.
• Contacts who met the criteria during the pause but no longer qualify when resumed will not enter the journey.
• Events that triggered while the journey was paused will not retroactively trigger after unpausing.

Additional Notes

• There is no limit to how long a journey can remain paused.
• Journeys do not auto-unpause — you must manually resume them when ready.
• The date of pause is not stored in the platform, but you can always filter by status to see which journeys are paused.

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Recommended Practice

Before unpausing, review any journey edits or changes to ensure content, segments, and triggers are still accurate.