Introduction

In this guide, we will address a concern about the Grace Period feature in the Customer.io marketing platform. The Grace Period can behave in certain ways that may not resonate with everyone's marketing approach.

Problem

The Grace Period feature is designed to lengthen the duration of a campaign if a customer re-enters the distinct segment on the same day instead of restarting the campaign immediately. It is set up as a safe-guard, so that any unintentional or changes to a trigger or filter segment, or a profile, that happen during a journey do not have a ripple affect that exits someone from a campaign by mistake. 

However, in some instances the grace period is not desired and this 24 hour ‘hold’ that the grace period creates is something that you may want to disable.

Solution

Although the Grace Period feature cannot be entirely switched off, there is a workaround available. By designating a goal for your campaign and opting for the 'They achieve the goal' option as your exit condition, the profile will exit the campaign as soon as they meet the goal criteria. This step effectively circumvents the grace period.

We have also noted the request to have an option to disable grace periods entirely, and added it to our feature request list. 

Resources

For more detailed information, you can visit our Grace Period documentation.

Goal and Exit documentation