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Issue: The same stage is being output for each interaction

Use the following troubleshooting tips to help solve issues with the same stage being output for each interaction.

Cause: Customers are remaining in the same place in a journey

There are occasions when interactions for the same customer will output the same journey stage time after time, causing the customer to remain in the same place in a journey.

Journey stage assignment is not necessarily associated with how many interactions a customer has in a journey, but with the conditions that are defined for the journey.

Each stage can have criteria defined for it, and if the recipient does not meet the criteria for a stage, they will never be placed there. Instead, recipients are only assigned to a stage for which they meet all of the associated criteria.

For more information, see Specifying entry criteria for customer journey stages.

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