Views:

What's happening?

Customer journeys experience system errors, specifically members failing to flow correctly from trigger tiles to subsequent tiles (e.g., "if" tiles). Errors manifest as "ForbiddenSurveyException" indicating permission issues or throttling related to Customer Voice surveys.

Reason:

This occurs due to one or both of the following reasons:

  • The owner of the customer journey does not have sufficient permissions to create survey invites in Customer Voice.
  • High frequency usage of surveys causing throttling, resulting in system errors.

Resolution:

To resolve this, perform the following steps:

Verify Permissions:

  1. Ensure the owner of the customer journey has appropriate permissions to create survey invites in Customer Voice.
  2. If the current owner lacks permissions, switch the journey ownership to a user who has the necessary permissions.

Manage Survey Usage:

  1. Provide sufficient intervals between high usage of surveys to avoid throttling issues.
  2. Adjust the frequency of survey invites to prevent exceeding usage limits.

After applying these steps, monitor the journey interactions to confirm the resolution of the issue.