Goals, and how someone leaves a journey

A Goal measures a business outcome for a customer enrolled in a Journey. Reaching the Goal block or finishing the path does not prove success.

Set up a Goal

1. Add a Goal step and choose What counts as success?
2. Under Measure the outcome from, choose the step that creates the relevant record for this customer.
3. Set the measurement window, from 1 to 365 days after entry. The default is 30 days.
4. Choose After success. Continue the Journey is the default. Stop further steps ends the active run when the outcome is recorded.
5. Review the Journey checks before publishing. An incomplete or unsupported Goal cannot publish.

| Outcome | What counts | Source step | | --- | --- | --- | | Booking completed | The appointment is marked as kept; confirmation or a deposit alone does not count | Send Form, using a Booking Form | | Order completed | The Order reaches its completed state | Place Order | | Payment confirmed | The payment request succeeds | Request Payment | | Form submitted | The exact Form sent by this Journey has a confirmed submission | Send Form |

Only listed outcomes can be measured. Invoice-paid and custom customer-milestone Goals are not available. An Order created through a Form does not qualify for the Place Order Goal source.

Which Journey gets credit?

The outcome must belong to the record created by the selected step in this exact enrollment. Another booking, order, payment or form submission by the same customer does not count just because they are enrolled.

Each Goal counts at most once per enrollment. Repeated event delivery does not add another conversion. The measurement window uses when the outcome happened, so delayed processing does not extend that window.

An outcome may count after the normal path finishes, including at an End step, while the measurement window remains open. A reply, manual exit, failure or Goal configured to stop the Journey ends the measurement period for that run. An outcome that happened before that stop can still count if its processing was delayed. A late conversion does not restart messages.

The summary counts Converted enrollments once per run, even when several Goals succeed. The Goals detail shows the individual achievements.

Goals, Conditions and exit rules

A Condition chooses the next path. A Goal measures success. An exit rule stops further steps.

Choosing Stop further steps does not undo an action already sent or in progress. Exit on reply, delivery eligibility and failed steps can also end a run; those exits do not prove that the Goal was achieved.

When a Goal stops the run, its open Work queue tasks are cancelled. A task can no longer approve or change a record through a run that has ended.

Previously published Journeys

Older publications may use a saved condition instead of a business outcome. Their Journey-wide condition is checked before the next step; a Goal block checks its condition when reached. A match completes that run. A name without a usable condition cannot match.

These older matches remain in the Goals detail as Goal condition matched. They are excluded from Converted enrollments totals. They do not prove that a business outcome belonged to the Journey, and they do not measure outcomes after the run ends.

To publish an updated draft, replace the previous Goal with a supported outcome. If the draft has a Journey-wide condition, use Remove previous goal condition in Journey settings, then configure the new Goal. Keep the draft if the outcome you need is unavailable; removing tracking does not make that outcome measurable.

Existing enrollments keep their original published settings. Editing a draft does not reinterpret their history.

Check a missing conversion

1. Open the customer's run and check its published version.
2. Check the Goal's selected source and the actual booking, order, payment or submission.
3. Check when the customer entered, when the outcome happened and whether the run exited or failed.
4. Allow for processing time. If the result remains unclear, ask the Qcom team to investigate before starting another run.

Related

• Build a journey
• Choose what starts an automation
• Where you can use a segment