Purpose
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A journey's Purpose declares the function it serves — for example Change Plan or Cancellation. Purpose is how PeakCommerce decides which journey to run when a customer or CSR triggers an action from a portal.
The portal and CSR Change Plan and Cancel Plan entry points resolve the journey to run by its type and purpose (and the customer's cohort) — not by its name. You can rename a journey freely without breaking the link: a journey named "Win-Back 2026" carrying the Cancellation purpose still powers the Cancel Plan button.
This replaces the older approach of naming a journey exactly (for example "Customer Cancellation") so the portal could find it — set the Purpose instead. A legacy name match is still honored as a fallback, but purpose is the durable binding.
Common purposes include:
Change Plan — powers the portal and CSR Change Plan flow.
Cancellation — powers the Cancel Plan and retention flow (see Customer Retention Journey).
When more than one active journey shares the same type and purpose, PeakCommerce uses profile assignments to target cohorts — so different customer segments, or the CSR portal versus the customer portal, can run different journeys for the same purpose.
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