Making Edits on Active Automation

Learn what happens to customers engaged with a running automation when you make changes to the workflow.

Rana ElGharib avatar
Written by Rana ElGharib
Updated over a week ago

Understanding the impact of adjustments to active automation is crucial for maintaining a seamless customer experience. In this article, we'll explore various scenarios and their outcomes when editing an active automation with Gameball.

Exploring Changes to Active Automation:

Editing an active automation requires careful consideration to minimize disruption to the customer journey. Let's delve into each scenario and its impact on customers engaged with the automation:

  1. Adjusting Time Delays:

    When modifying time delays, customers already in that step will continue following the original delay. New changes will only affect customers who reach that step after the adjustment.

  2. Deleting Time Delays:

    Customers in a deleted time delay step will be removed from the entire automation. Those yet to reach this step will proceed without the deleted delay.

  3. Updating "Wait for an Event" Duration:

    Similar to time delays, the impact of updating duration in "Wait for an Event" depends on when the customer reaches that step. They will follow the duration rule in place when they reach the block.

  4. Editing "Wait for an Event" Event:

    Editing this event is not allowed once the automation is active, akin to changing the start date of the entire automation.

  5. Deleting "Wait for an Event":

    Removing this step removes any customers in this step from the automation, similar to deleting a time delay.

  6. Updating/Changing Triggers:

    Customers who have already met the initial trigger and moved on will continue in the automation. New players will enter based on the new trigger. Deleting a trigger isn't possible as every automation requires an active trigger.

  7. Changing Actions:

    Changes to actions like sending messages or rewards are applied in real time to customers reaching that step.

  8. Editing Settings (Adding or Changing an "Exit Rule"):

    Gameball will reevaluate customers in the automation based on the new exit rule criteria, and those meeting it will exit.

  9. Editing Settings (Deleting an "Exit Rule"):

    Customers who exited due to the old rule remain out, but those in the automation, when the rule was deleted, might stay in or exit based on other conditions.

  10. Editing Settings (Changing Scheduling):

    Scheduling changes depend on whether the automation is active or not. Adjusting the start date is only possible if the activation date hasn't passed.

  11. Editing Settings (Changing "Audience" or "Frequency"):

    Changes to audience or frequency won't affect customers already in the automation but will impact new entrants.


Managing Automation Changes:

Effective management of active automation involves considering customer statuses and the implications of each adjustment:

  1. Deactivating an Automation:

    Deactivating an automation retains all customers within it.

  2. Saving an Automation:

    Active automation can't be saved; only drafts can be saved.

  3. Duplicating an Automation:

    The original automation remains active, while the duplicated one is created as a new draft.

  4. Deleting an Active Automation:

    Deleting an active automation removes all customers currently in that automation.


Understanding Customer Statuses in the Automation:

Throughout the automation process, customers may have different statuses:

  1. Waiting: Customers are in a step where they are waiting for an action.

  2. Failed: An action that should apply to them has failed to happen.

  3. Exit: Customers exit the automation based on specific conditions.

  4. Completed: Customers have finished the entire automation journey.


Navigating changes in active automation requires strategic planning and consideration of customer engagement. By understanding customer statuses and the implications of adjustments, businesses can optimize workflows and deliver exceptional experiences to their customers with Gameball's automation features.


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