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parmeshwarr3905
Level 4
April 13, 2026
Question

Timeout or error path for Email Action

  • April 13, 2026
  • 1 reply
  • 38 views

I have enabled the “add an alternative path in case of timeout or error” option for an email action in an event-based journey.

When I triggered an event, one profile entered the email action. Due to an error (the email address was missing in the event payload), the profile moved to the alternate path (timeout/error path).

However, I’m confused about the statistics shown on the End node:

  • Entered: 2
  • Error: 1

Since only one profile went through the email action, shouldn’t the Entered count in the End node be 1?

Also, since the alternative path is enabled, the email action itself does not show any error count, and instead, the profile continues via the alternate path. The End node then shows Error: 1.

Can you please confirm if my understanding is correct?

 

 

1 reply

SatheeskannaK
Community Advisor
SatheeskannaKCommunity Advisor
Community Advisor
April 13, 2026

​@parmeshwarr3905 

  • I have seem the observed behavior is likely a known, cosmetic issue ("UI thing") stemming from a delay in the user interface updating to reflect the current state.
  • It does not necessarily indicate a failure in the underlying process or data capture.
  • The UI typically synchronizes and displays the correct information after a short period (due to refresh cycles or background processing).
  • I would running a query against the journey step events data table to confirm everything looks good. Remember it will take probably ~15mins to get this updated on the journey step events table.
  • Sample query:

SELECT timestamp, _experience.journeyOrchestration.profile.ID, to_json(identityMap), to_json(_experience) FROM journey_step_events where (_experience.journeyOrchestration.journey.versionID in ( '<<Journey VersionID>>') or _experience.journeyOrchestration.stepEvents.journeyVersionID = '<<Journey VersionID>>') order by timestamp desc

Thanks, Sathees
P
parmeshwarr3905Author
Level 4
April 14, 2026

Thanks ​@SatheeskannaK  for the response.

 

It’s been  more than 12 hours and still the count shows same in the UI.

 

The step event DS has logged 2 records for the End node.

One record shows stepStatus: endStep and other record shows stepStatus: error

So what I understand is: when system routes the profile to the error path - 

End node receives one normal entry event and one error related execution event. 

Entered = number of times this node was touched, not number of people

SatheeskannaK
Community Advisor
SatheeskannaKCommunity Advisor
Community Advisor
April 15, 2026

​@parmeshwarr3905 Yes, that’s correct. Although, it’s weird that UI is not reflecting even after 12hours.

Thanks, Sathees
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