As a Journey 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.

Note: 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.