How do I run a journey again for a customer, or put them on a second journey?

Each time a customer goes through one of your journeys is a separate pass. That lets you open next year's tax return for the same client, follow a client who buys bookkeeping and payroll on both journeys at once, or take a customer off a journey they no longer need. Any member of your team can do this, for one customer at a time.

Find the journey line

1. Open the customer's record in the Workspace.
2. Open the Journey tab. At the top, above the steps, one line shows the journey the tab is showing, whether it is In progress, Finished or Stopped, and the day it started.
3. When the customer has been through more than one pass, or is on more than one journey, a list appears on that line. Pick a pass, and the Journey tab shows its steps. A finished or stopped pass shows its own jobs and nothing coming up.
4. The menu at the end of the line holds the three actions below. It only offers what fits the pass you are looking at.

Start a journey again

1. Pick the finished or stopped pass in the list.
2. Open the menu and click Start again.

A new pass starts from the journey's first step: its jobs are created for the customer straight away, and the customer is placed on that step again, so any message the step sends on arrival goes out again, once. The line switches to the new pass. The earlier pass, with its finished work, stays in the list.

Start again is not offered while a pass of that journey is still in progress. Stop it first, or wait until it finishes.

Add another journey

1. Open the menu. Under Add another journey, pick the journey. Only journeys the customer is not working through right now are listed.

The customer now has a pass on each journey. Finishing a job on one journey opens the next step of that journey only; the other is not touched.

Stop a journey

1. Pick the pass that is in progress.
2. Open the menu and click Stop this journey, then confirm.

Every open job of that pass is cancelled, and any timer running on one of them stops. Finished work stays. Nothing else starts, and a stopped pass never reopens by itself. To run that journey again later, use Start again.

Start the next journey automatically

When one journey always leads to another (a sale, then onboarding), you can have the next one start by itself. This is a setting on the journey, so it needs an organization admin.

1. Open TMS, then Setup, then the Journey tab. Pick the journey: your main journey or a service's journey.
2. Under After this journey, in When a customer finishes this journey, pick Start and the next journey. It saves as soon as you pick it.

When a customer finishes every step of the first journey, the next journey starts for them from its first step. If they are already working through that journey, nothing changes. If every job of the next journey is skipped for that customer, it finishes straight away and the journey after it starts, if it has one. To turn it off, pick Nothing else happens.

A journey can't lead back to itself, directly or through other journeys. If your pick would send customers round in a circle, it is not saved and you see why.

Start a journey again on a schedule

For work that comes back on the calendar (the books every month, a tune-up every year, a check-in every second Friday), the journey can start again by itself for the customers on it. This is a setting on the journey, so it needs an organization admin.

1. Open TMS, then Setup, then the Journey tab. Pick the journey.
2. Under After this journey, in Start this journey again, pick Every week, Every 2 weeks, Every month or Every year.
3. In Counted from, pick one of these:
   • From a date: pick the first date. Every month from the 31st starts on the last day of shorter months.
   • From each customer's date: pick one of your date fields (such as Renewal date) and how many days before it. Each customer starts on their own day. This choice only shows once you have a date field on your contacts.
4. Click Save. The line under the setting then reads, for example, "Every month from 1 Nov".

On each of those days a new pass starts from the first step for every customer who has been on this journey before. It works the same as Start again, so the first step's messages go out again.

• If the customer is still working through the last pass, the new one waits and starts as soon as they finish. Only one pass waits at a time.
• Customers whose newest pass you stopped are left alone. So are customers who were never on this journey, blocked customers, customers in the recycle bin and customers with no email address or phone number.
• A customer who started a new pass on or after that day already has it, so nothing more starts.
• A new schedule acts on the day you save it and on later days, never on earlier days. If a day is missed, the next daily run catches up on it.
• Stopping a customer's pass also stops a pass that was waiting behind it.
• To turn it off, pick Never and click Save.

A date field that a journey schedule counts from can't be deleted while the schedule uses it. Change the schedule first.

What your customer sees

Your customer's status page and portal show the newest pass of each journey they are on, so last year's finished pass is not shown as current once a new one starts.

What stays the same

• A customer can have one pass of a journey in progress at a time. A new pass starts when the last one finishes or is stopped.
• Earlier passes are kept as history, with their jobs as they were.
• A job you skipped for a customer stays skipped in every later pass of that journey. If you skip every job, a new pass has nothing to do and shows as Finished straight away.
• Right after you skip a job, the Journey tab shows an Undo link for it. The link goes away when you open another customer, and it does not work once that pass was stopped, once the customer started that journey again, or once finishing that pass started the next journey for them.
• A step you add to the journey later reaches customers still working through the journey and every later pass. It does not reach customers who already finished.
• A customer needs an email address or phone number, and must not be blocked, for a journey to start for them.