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Pausing a journey gives your team control when something changes. Use it before editing live automation, fixing sender issues, or stopping incorrect follow-up.
What this guide helps you do
- Pause live automation safely.
- Review what happens to people already in the journey.
- Resume only after content, sender, and Audience checks pass.
Before you start
- Know why the journey needs to pause.
- Check whether people are currently waiting for the next step.
- Have a plan for any urgent customer communication while paused.
Do it manually
- Open Engagement and choose Journeys.
- Open the live journey.
- Review current status, active people, and recent reports.
- Pause the journey when changes are needed.
- Make and review changes to Audience, timing, sender, or content.
- Resume only after validating and previewing the updated journey.
Ask Faster AI
- Review this journey and tell me whether pausing is safer before I edit it.
- Summarize who may be affected if I pause this journey now.
- Create a resume checklist for this journey after sender and content fixes.
Review before saving, sending, or starting
- Do not resume until the original issue is fixed.
- Check whether queued people should continue, exit, or receive manual follow-up.
- Communicate internally when pausing affects active customer onboarding.
Common issues and fixes
- If people continue receiving messages, confirm the journey actually paused and check other active journeys.
- If reports look odd after resume, compare before and after timing.
- If edits are risky, duplicate the journey and test a new version.
After the journey starts
- Review entries, active people, exits, and step performance during the first run window.
- Open sample customer records to confirm the journey context matches what the customer actually did.
- Pause before editing live timing, sender, Audience, or message content that could affect people already inside.
- Create improvement tasks from evidence instead of changing several journey parts at once.
Placeholder media
- Screenshot placeholder: add an annotated screenshot of pause or resume a journey with customer names, emails, counts, and private campaign data blurred.
- Video placeholder: add a short walkthrough that starts from Engagement, shows the manual path, then shows the review step before any journey, broadcast, newsletter, or sequence goes live.