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Description: What to check when a program is upgraded to Extole’s upgraded Flow Builder (V10), and the most common post-upgrade issues — including employee/in-branch audiences and legacy targeting rules.

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Who this is for

This guide is for customers and CSMs upgrading an existing program to Extole’s upgraded Flow Builder (V10). It explains what changes during the upgrade and the issues that most often come up immediately afterward, so you can resolve them yourself.

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What changes during the upgrade

  • Targeting moves into the Flow Builder model (per-flow targeting scenarios and rules).
  • Legacy label-targeting rules that were previously only visible in labs are now surfaced in the UI (see How to Target a Program).
  • Audience and eligibility components that were implicit before may now appear as explicit, editable components in the flow.

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Common gotchas after upgrading

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1. Employees can no longer complete the in-branch form

Symptom: After the upgrade, employees report they can’t submit the form. Cause: The in-branch (Branch Employee) journey has a targeting scenario such as “In-Branch Employee Audience.” If your account does not have an employee audience defined, every employee fails that targeting check and is blocked from completing the form. Fix:
  1. Open the campaign’s Flow Builder and select the Branch Employee → In Branch journey.
  2. Disable the “In-Branch Employee Audience” component if you do not have an audience defined for the employees who enter data into the form.
  3. Publish and test the in-branch form with an employee email.
If you do want to restrict the in-branch flow, create and populate an employee audience first, then keep the component enabled and pointed at that audience.

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2. Don’t confuse the employee audience with the Advocate Audience Id

The Advocate Audience Id setting in the creative controls whether the referring advocate/member is eligible — it is separate from whether an employee can submit the in-branch form.
  • Removing the In-Branch Employee Audience targeting unblocks employee submission.
  • The Advocate Audience Id governs advocate eligibility. Leave it in place if members still need to be eligible.
When troubleshooting “employees can’t submit,” check the employee/in-branch targeting first; check the Advocate Audience Id only if advocate eligibility is also failing.

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3. A label-targeting rule appears that nobody created

Symptom: A targeting scenario shows an “Event Data Contains Program Label” (label-targeting) rule you don’t remember adding — for example on an “Unverified Employees” scenario. Cause: This is expected, not a bug. Legacy label-targeting rules were added to all journeys by default. They were previously only visible in internal/labs pages and have recently been surfaced in the UI, so they can look new. What to do:
  • On V3 targeting, the legacy label-targeting rule is still active and may matter for routing.
  • On V4 targeting, these legacy rules are removed as part of the V3→V4 migration.
  • No action is required unless routing behavior is unexpected — see How to Target a Program.

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Post-upgrade checklist

  • In-Branch Employee Audience component disabled (or a real employee audience defined).
  • Advocate Audience Id verified in the creative.
  • Targeting scenarios reviewed; any unexpected label-targeting rules understood (legacy vs. intentional).
  • Form tested end-to-end with a representative employee and a valid advocate.