What does the 'Internal Error' drop-off reason mean in Customer Journeys?

The 'Internal Error' message in Customer Journey drop-offs is a general indicator that the journey could not proceed for a specific user at that step. While we are working on providing more specific error reasons directly in the interface, common underlying causes include:

• Configuration Issues: Problems with how an element is set up, such as invalid data types, incorrect attribute references, or logical impossibilities (like trying to schedule a delay based on a past timestamp using PW_event_triggered_at in a Time Delay element).
• Data Issues: The required data for the step might be missing or inconsistent. For example:
  • "can't set tags: user not found": This specific internal error occurs if the UserID associated with the device (HWID) changes while the journey is in progress. Since Journeys primarily track users via UserID, the system can no longer find the original user profile to update tags or proceed.
  • Issues with push presets or templates used in a 'Send Push' element.
• Frequency Capping: If a 'Send Push' step is configured with frequency capping, and the user has already met the capping limits, they might drop off. This is expected behavior based on the capping rules, but it might currently be logged generically as an 'Internal Error'. We are improving this to explicitly state 'Capping' as the reason where applicable.

If you consistently see 'Internal Error' drop-offs, review the configuration of the specific journey element and the data associated with the users entering that step. Checking system logs (if accessible) or contacting support with specific journey and element details can help diagnose the root cause.