Enrollments

Once a journey is active, every contact who enters it, through its trigger or by hand, becomes an enrollment. This article covers tracking enrollments, what each status means, and enrolling contacts yourself. For how to activate, clone, archive, or reactivate a journey, see Journeys.

Tracking enrollments

A journey's page shows four enrollment tiles: Active, Completed, Failed, and Exited. Cancelled enrollments have no tile of their own; find them in the enrollment table below. Below the tiles, a read-only canvas of the journey's steps overlays a live count of active enrollments waiting at each step.

The Recent enrollments table lists individual enrollments, newest first, 50 per page: Contact, Status, Started, Last advanced, and Current step. Both the tiles and the table count every enrollment the journey has ever had, across every version of its graph you've published.

The journeys list gives the at-a-glance view: each row shows the journey's name, status, trigger, its Active enrollments and Completed counts, and when it was last updated. When a journey has a published version, its meta grid also shows a Version number.

Enrollment statuses

An enrollment carries one of five statuses:

• Active: the contact is in flight, paused at the current step until the queue advances them.
• Completed: the contact reached the End step, or any step with nothing connected out of it.
• Failed: the enrollment hit its error ceiling, or a step failed for a reason no retry can fix. Details below.
• Cancelled: the journey was archived while the contact was still active. The enrollment stops in place and does not resume if the journey is reactivated.
• Exited: the contact left the journey early, before reaching a step with nowhere to go next. Covered in Exits below.

Exits

A suppression event on a contact hard-exits every active enrollment they're in, immediately: an unsubscribe, a one-click unsubscribe, an opt-out from the preference centre, or a hard bounce or spam complaint reported back from your sending provider. It also fires if the contact themselves is deleted. There's no way to keep a suppressed contact enrolled; the exit is not optional.

A journey can also carry a goal exit: set a goal on the journey and a contact who converts on it exits early, wherever they are in the graph, instead of running the rest of the way through. Setting a goal exit requires Web Tracking on your workspace, since a goal is a conversion the tracking pipeline records.

Enrolling contacts by hand

On an active journey's page, click Enroll to open a sheet with two ways in. From a list enrolls a list's current members in a one-time batch; pick the list and click Enroll. Specific contacts is a typeahead search where you build a list of contacts by name or email, then enroll them all at once.

A small list enrolls right away and the sheet reports how many were enrolled, and how many were already active and skipped. A large list instead runs as a background job in batches of 250 contacts; the sheet tells you the run has started and the contacts appear on the journey as it progresses.

Re-enrollment and errors

A contact can hold at most one active enrollment in a given journey at a time. If the same contact is triggered or enrolled again while already active, the existing enrollment is reused; no duplicate is created. Once an enrollment reaches a terminal status, completed, failed, cancelled, or exited, the contact is free to enroll again, subject to any re-enrollment cooldown on the trigger.

Active enrollments advance through a queue that checks in about once a minute, so a journey with several steps takes a few minutes to run through even without a Wait step. A status of Active means the contact is still working through the graph, not that anything is stuck.