The scenario FAQ section provides answers to the most common questions and helps solve the most common issues. For any additional help with debugging, contact support.
Q: How to debug Issues with scenario triggering?
Check trigger scenarios for imported events
If the event-triggering mechanism relies on imported data, ensure that you've correctly set up the "trigger on-event campaigns" option in the import that imports data that is supposed to trigger scenarios.
If you discover that you haven't selected this option, enabling it won't retroactively activate all previous events. Instead, it will initiate scenario activation going forward.
Sometimes, imported data might not automatically align with existing scenarios. Double-check that the imported event data matches the trigger conditions outlined in your scenarios.
Event tracking timing discrepancy
It's easy to import events with current, past, and future timestamps. This section explains the consequences of importing an event with a future timestamp when triggering a scenario.
Events will launch an on-event trigger upon arrival on the platform, regardless of their timestamp. If we select such events in the 'On event' trigger without a date filter, then once they are associated with the customer profile, they will trigger the scenario.
When utilizing any date filter in the 'On event' trigger, it will trigger only events with timestamps in the past.
As an example, use the filter below with the 'On event' trigger:
In this example, the 'abr' event was imported with a future timestamp, but it didn't trigger the above trigger because of the filter condition. When using a date filter in an 'On event' trigger and importing events with a future timestamp, the imported time will not match the scenario trigger's date filter.
Note that reimporting the same events will result in deduplication, but deduplicated events will still trigger scenarios if they pass the trigger filter.
Scenario-added events and triggering allowance
For events added through scenarios, make sure to review the "allow triggering" option. If this option isn't enabled, the trigger might not activate even if the event conditions are met. Verify that the "allow triggering" setting is appropriately configured for each scenario-added event.
Active scenario status
Triggers rely on active scenarios to function correctly. Check whether the scenario associated with the trigger is active during the time of the trigger event. If the scenario is inactive, triggers tied to it won't fire. Ensure that the scenario is enabled and operational.
Active trigger status
Also, you must set triggers to active to fire. Make sure that all triggers you want to activate are active before launching the scenario. Inactive triggers will be grayed out; you can set them to active by clicking on the reset trigger button.
Scenario trigger node cConditions
A subtle reason for non-triggering scenarios could be changes in trigger node conditions over time. If the conditions specified in the scenario's trigger node have changed, they might no longer align with historical events. Review the conditions set at the time of the trigger event and cross-reference them with the current scenario configuration.
Event payload integrity
You should make sure that event data is consistent and that there are no data type mismatches or corrupted values (for example, a list imported as a string). Ensure the event payload structure aligns with the trigger conditions and data requirements, especially when events come from different sources, as trigger conditions are consistent across them.
Trigger node limitations
Certain types of events don't trigger scenarios. Check if you aren't using one of these events.
Check for "no longer exists" error
In some cases, a node that follows a trigger on an event node with less than 30 30-second delay will return a "no longer exists error for the profiles created by the tracking of the trigger event. If you encounter such an error, increase the trigger delay to allow a customer profile to be entirely created by the time the scenario triggers.
Make sure this is really a trigger-related issue
Maybe customer profiles didn't reach the active node because of a filter node before it. If a scenario includes a limit node, ensure it was not reached.
Q: How to monitor and check what dynamic content is sent to customers?
There are multiple ways to monitor what is actually being sent to your customers when you use personalization. The best way to track the most essential elements and parts of content is to use the Custom campaigns tracking feature. This feature will allow you to track specific personalized values (usually results of personalization using Jinja) directly in the campaign events as custom attributes.
Alternatively, especially handy when testing campaigns with complex personalization, the helpful approach is to use real personalized content of your real customers in a test campaign. It usually involves using a webhook to send information from one profile (a real customer) to another (your testing profile), providing real inputs for testing.
Q: How to resolve 'Error! This campaign_design indirectly uses too many non-global objects from other initiatives. Please resolve the dependencies or create the campaign_design in another initiative.'
This error indicates that your campaign design relies on objects or scenarios tied to an initiative but not marked as global. Since non-global objects are restricted to their respective initiatives, this creates a conflict.
You can resolve this error using one of the following approaches.
Option 1: Align dependencies
Ensure that all objects involved in the campaign design are aligned adequately by doing the following:
- Identify which objects or scenarios aren't Global and belong to different initiatives.
- Change the status of these objects to Global to allow you to access them across initiatives without restrictions.
- Move all dependent objects into the same initiative as the campaign design. It ensures consistency and eliminates errors.
Option 2: Recreate the campaign design in a compatible initiative
If modifying dependencies isn't feasible, another solution is to build the campaign design within an initiative that already contains the required objects. This approach avoids the need for extensive changes to existing objects or their locations.
Important notes
It's best to review and manage dependencies manually rather than rely on automated processes, as the latter can cause irreversible changes and disrupt existing setups.