User Eligibility in Architect Journeys

User eligibility enables you to decide if a user can start and finish your journey only for a single time or more than once whenever they become eligible.

The eligibility duration starts counting with the journey exit event of the user. For example, you have a journey with a 10-day eligibility duration. If a user enters the journey on Day 1 and leaves it on Day 6, they will be eligible to enter the journey again on Day 16.

The duration of the eligibility is independent of the journey status, and the days are counted if you change the journey status to passive or any other status. For example, you create a journey with a 5-day re-eligibility. A user enters and completes the journey on December 1st. Then you change the journey status to passive for 3 days. This user can re-enter the journey on December 6th.

This guide explains the following:

Use cases

Welcome journey-like use cases are one-time journeys where users should have only one message, since receiving multiple welcome messages would be frustrating. Therefore, you should select only one time option.

Another example can be about discount coupons. If you don’t want to give a user multiple discount coupons, you should select only one time to avoid sending them many discount coupons.

For multiple times eligibility, you can consider cross-sell use cases. Users can purchase multiple products more than once, so it would be helpful to make them enter the same journey multiple times, so they do not miss opportunities in every purchase.

The eligibility duration might differ according to vertical, your use cases, or your brand’s communication strategy. Since every use case might be unique, you can benefit from it in many ways.

Only one time

This option limits a user's entrance to your journey to one single time. You can use this option if you do not want your users to enter the journey again.

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Once you select Only One Time and launch your journey, you cannot change the eligibility to Multiple Times.

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Users who have already completed the journey will not re-enter the new version, as the restriction applies across all versions. Even if one-time eligibility is selected, your users will become eligible again after 1 year due to the data retention period of the journey enter event.

Multiple times

You can use this option to decide when a user can enter your journey again. For example, if you set the eligibility duration of a journey as 14 days, the same user cannot enter the same journey within these 14 days, even if they meet the start condition. This option helps you avoid overwhelming your users with messages.

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Eligibility duration cannot be 0 hours or 0 days.

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A user cannot re-enter a journey if they are still on the journey. For example, if you set the re-eligibility duration of a journey as 1 day when a user is on that journey, they cannot re-enter the journey even if they are eligible to do so again.