Customers can leave a scenario for different reasons, depending on the node type. This article explains what happens when customers don't match a condition or when an action fails.
For instructions on identifying where customers drop off, see "How to check where and which customers are dropping off" in the scenario flow.
Condition nodes
A Condition node routes customers based on whether they match the condition:
Customers who match continue through the green output.
Customers who don't match continue through the red output.
If the red output isn't connected to another node, the customer drops out of the scenario. They can re-enter the scenario only if they meet the scenario's trigger conditions in the future.
To keep customers in the scenario, connect another node to the condition's red output. You can use this path for an alternative flow or connect it to an Add event node to record why customers didn't match.
Important: Condition nodes do not create event records on customer profiles.
Action nodes
If a customer fails an action node—for example, because they are suppressed or don't have a valid email address or phone number—they don't proceed further from that node. Standard campaign action nodes do not have a failure output that can be connected to another node.
To reduce failures, use a Condition node before the action to check requirements such as:
emailhas a value before an Email node.phonehas a value before an SMS node.The customer has the appropriate consent.
Webhook exception
The Webhook node has separate success and failure outputs. If the API request fails, connect the failure output to another node to continue the customer's flow.
For more information, see Actions and operators in scenarios.