As a Journey Request Owner, you may occasionally need to skip a phase or an activity in a journey request. This might be necessary when a phase or task is no longer relevant, the employee’s role or details have changed, or there was an error in the original setup.
Important: Skipping should be used with caution. It permanently removes key parts of the journey and may impact reporting, compliance, and downstream processes.
Skipping a Phase/Activity
When you skip a phase, the system performs the following actions:
All activities within the phase will be skipped.
All tasks associated with those activities will be cancelled, including pending or in-progress tasks.
If any of the activities include linked tickets, those tickets will be automatically closed.
Agents and employees can see the tasks in the Agent Portal or Support Portal under Past activities.
Any data entered in partially completed tasks will be lost permanently.
You cannot skip a completed phase/activity.
You cannot skip a phase/activity marked as mandatory.
You cannot skip a phase or an activity if it contains unresolved dependencies/activities or is linked to a condition in a later stage.
Best Practices for Skipping
To minimize disruption and data loss:
- Skip only when absolutely necessary – Avoid skipping unless the activity or phase is clearly obsolete or incorrect.
- Review task statuses – Check whether tasks have already been started or completed before skipping.
- Check for dependencies – Ensure the activity or phase isn’t tied to conditions, triggers, or downstream actions in the journey request.
