Issue
In Segment Engage, users are re-entering an Event-Based Journey V2 multiple times, even though the triggering event is sent only once per user. This results in unexpected re-entry into the journey, causing repeated communications to users, inconsistent journey behavior, and unintended downstream actions.
Product
Segment
Environment
Segment Console
Cause
One possible cause for this issue is when the same event name is used for both the journey entry trigger and the Send to Destination step. In this scenario, the event emitted by the Send to Destination step matches the journey entry criteria, causing the user to re-qualify and re-enter the journey. This creates a loop, resulting in multiple journey entries, duplicate downstream events, and repeated communications to users.
Resolution
- Use a unique event name for the "Send to Destination" step that is different from the journey entry trigger event name.
- Add a "Hold Until" step or a time delay after the destination step to ensure that profile trait updates are completed before the user exits the journey.
- Monitor user progression and event/trait updates to confirm the issue is resolved.
Additional Information
A fixed time delay may not be sufficient under high-volume scenarios. Using a "Hold Until" step that waits for a specific confirmation event or trait update is the most reliable way to prevent duplicate journey entries and emails.