Overview
This article outlines the reason a journey may fail to trigger in the portal and provides guidance on how to resolve issues caused by duplicate journey conditions in Journey Builder.
Issue Summary
A journey did not trigger in the portal because two separate journeys in Journey Builder were configured with identical conditions. When multiple journeys share the same criteria, the portal launches the first matching journey it identifies. After updating the conditions so that each journey had unique criteria, the portal successfully triggered the intended Individual Investor journey.
Resolution Steps
1. Review and Remove Duplicate Conditions
Check all journeys in Journey Builder to ensure each one has unique triggering conditions. Duplicate or overlapping criteria may cause the portal to launch a different journey than expected.
2. Understand Journey Launch Behavior
The portal does not currently support launching multiple journeys at the same time. When the portal requests matching journeys from FenX, it will always launch the first matching journey returned. Because of this, unique and well-defined conditions are essential.
3. Update Conditions as Needed
Modify journey conditions so that each journey’s criteria accurately reflect the intended use case. Adjusting the conditions prevents conflicts and ensures that the correct journey is triggered for each scenario.