A Journey sends automated messages to guests based on where they are in their stay. Sometimes you need to stop it: you launched one by mistake, you are pausing sends during a migration, or a guest has asked to stop hearing from you. You can stop a Journey for everyone at once, or for one specific guest.
How it works
A Journey runs on its own. Once it is active, it triggers messages automatically based on a guest's status in their stay, without anyone sending them by hand.
You can stop it two ways. Turn the Journey off for everyone, so no new guests enter it, or stop it for a single guest, so that guest receives nothing further from it.
Stopping for one guest is done from their profile. You choose the specific Journey to stop on the guest's Campaigns tab.
Already-queued messages still go out. Turning a Journey off stops new triggers, but it does not cancel messages that are already queued for guests currently inside it.
Before you start
You have access to Campaigns and to guest Profiles.
You know whether you need to stop the Journey for everyone or for one guest.
How to stop a Journey for everyone
Use this when the Journey should not send to anyone. This is the recommended option during a migration.
Go to Campaigns, then Journeys.
Select the three dots on the relevant Journey.
Select Stop Sending.
The Journey no longer triggers for any new guests. During a migration the usual pattern is to switch the campaigns off, complete the migration, then switch them back on.
How to stop a Journey for one guest
Use this when a single guest has asked to stop receiving messages.
Go to Profiles, then Guests.
Open the guest's profile.
Open the Campaigns tab.
Find the Journey you want to stop and select the three dots on the right.
Select Stop Journey.
What you can use it for
Stop a Journey you launched by mistake, before more guests receive it.
Pause outbound messaging temporarily during a migration or a data change.
Honour a guest's opt-out, so one specific guest receives no further messages from a Journey.
What this does not do
Queued messages still send. Turning a Journey off stops new triggers, but it does not cancel messages already queued for guests currently inside it, so a guest may still receive one more message.
Stopping is specific. Stopping one Journey for a guest does not stop any other Journeys that guest may be in.
Always check the Journey status shows as inactive after you switch it off.
Common questions
If a guest replies "STOP", does that stop everything automatically?
No. Replying "STOP" is not actioned automatically. A teammate needs to stop the Journey for that guest, revoke their consent, or both, using the steps above. "STOP" is an SMS convention and it concerns that one channel only. It does not opt the guest out of other channels, because consent is managed separately per channel.
How does a guest opt out of WhatsApp messages?
Through the unsubscribe link in the message, through the Guest App, or by a teammate revoking consent manually. See Set up opt-out and unsubscribe options. There is no automatic keyword opt-out on WhatsApp.
Will turning off a Journey remove guests who are already in it?
It stops new guests entering and stops new triggers, but messages already queued for guests currently inside it may still go out.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.