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Change message status

Change the status for ongoing, recurring, and throttled messages.

You can change message status in:

In these locations, Live is the same as Active.

Pause or resume a message

You can pause/resume:

  • All messages created with the Automation composer — Pause disables the automation so no users can trigger sending the message.
  • Recurring messages — Pause disables message delivery.
  • Throttled messages — Pause disables message delivery. You can pause/resume within 48 hours of send time.
     Important

    • Throttling is not supported for Message Center.

    • If you combine Message Center with other App message types and pause or stop delivery within 48 hours of send time, delivery status change has no effect on Message Center delivery. Message Center messages will remain in the inbox until expiration, if set. You can also manually remove messages from the Message Center inbox.

  1. Go to Messages » Messages Overview and locate a message, or open a message report.
  2. Click   Pause or   Resume.

Cancel a message

Canceling a message is effectively the same as setting an End Date, immediately applying an end date of “now.” You can cancel active messages at any time. You can cancel:

  • All messages created with the In-App Automation, Scene, and Survey composers
  • Recurring messages
  • Throttled messages — You can cancel within 48 hours of send time.
     Important

    • Throttling is not supported for Message Center.

    • If you combine Message Center with other App message types and pause or stop delivery within 48 hours of send time, delivery status change has no effect on Message Center delivery. Message Center messages will remain in the inbox until expiration, if set. You can also manually remove messages from the Message Center inbox.

  1. Go to Messages » Messages Overview.
  2. Click   Stop for a message.

For in-app automation, surveys, and scenes, you can also cancel in the journey map:

  1. Go to Journeys and select an in-app automation, survey, or scene.
  2. Select Pause from the menu above its map card.
 Tip

You can set an End Date in the Delivery step in the Message composer, and the Settings step in the In-App Automation, Scene, and Survey composers.

Restart an in-app automation, scene, or survey

Restarting a canceled or expired in-app automation, scene, or survey changes its status to Active. This is effectively a shortcut to editing the message and either eliminating or specifying an end date. You can restart messages within 14 days of expiration. After 14 days you can only duplicate the message.

  1. Go to Messages » Messages Overview.
  2. Click   Restart for the in-app automation, scene, or survey you want to restart.
  3. Select Restart this message indefinitely or Specify an end date. To specify an end date, enter a date in YYYY-MM-DD format or use the date picker, then select the time and time zone.
  4. Click Submit.

For in-app automation, surveys, and scenes, you can also restart in the journey map:

  1. Go to Journeys and select an in-app automation, survey, or scene.
  2. Select Restart from the menu above its map card.
  3. Select Restart this message indefinitely or Specify an end date. To specify an end date, enter a date in YYYY-MM-DD format or use the date picker, then select the time and time zone.

Start or pause a sequence

 Tip

  • Do not pause a sequence before you edit it. Edit the sequence, then click Publish changes. You can also test the sequence before publishing changes.
  • You should only pause a sequence when you want to stop it and use it at a later date. Paused sequences remain in your project and can be edited and started again at any time.

Pause disables message delivery but not the timer between messages. When you pause a sequence:

  • New audience members cannot trigger the sequence.
  • For audience members who have already triggered the sequence:
    • If the delay period before your audience’s next message elapses, your audience will not receive remaining messages in the sequence. (Also known as falling out out of the funnel.)
    • If you resume (Start) the sequence before the delay period for your audience’s next message elapses, they will continue the sequence.

Messages Overview

  1. Go Messages » Messages Overview and click   for the sequence you want to start or pause.
  2. Click   Start or   Pause.

Journey Map

  1. Go Journeys and search for a sequence or select from the sidebar.
  2. Select Start or Pause from the menu above its map card.

Sequence Manager

  1. Go Journeys and search for a sequence or select from the sidebar.
  2. Click the card at the center of the map, then click  .
  3. Click   Start or   Pause.