Troubleshooting

Path and Gate Troubleshooting

Diagnose routing failures, wrong path selection, and outcome mismatches in path and gate flows.

Overview #

Path and Gate issues happen when the routing logic does not work as expected. This can cause Candidates to be sent to the wrong Path, receive an incorrect Outcome, or fail to progress through the Journey.

This article helps you diagnose and fix these issues step by step.

Common Symptoms #

  • A Candidate ends up on the wrong Path
  • A Candidate receives an unexpected Outcome (e.g., Declined instead of Approved)
  • A Candidate gets stuck and does not progress past a Gate
  • A Candidate enters the Journey but does not see the expected Steps

How to Diagnose #

Follow this process to find and fix the issue:

Step 1: Reproduce the Problem #

Create a new test Candidate and go through the same Journey. Use the same inputs and options the affected Candidate used. Does the same issue happen?

Step 2: Check the Candidate's Data #

Open the affected Candidate's record and review:

  • What data was collected at each Step
  • What options were selected
  • What the Journey Timeline shows

Step 3: Check the Gate Rules #

Gate rules control which Path a Candidate is assigned to. Common issues:

  • Rule order matters — The system checks rules from top to bottom and uses the first match. If a broad rule is placed above a specific one, the broad rule will match first.
  • Wrong comparison type — Make sure you are comparing the right type of data (e.g., numbers vs text)
  • Missing fallback — If no rule matches, the system may not know where to send the Candidate

Step 4: Check the Path Configuration #

Open the Path in the Agent Editor and verify:

  • Steps are in the correct order
  • Routing logic (using Options Steps) points to the correct next Steps
  • Completion and Outcome settings are correct

Step 5: Fix and Retest #

  1. Make the necessary changes in the Agent Editor.
  2. Create a new test Candidate.
  3. Go through the Journey again.
  4. Verify the result.

Example Scenario #

Problem: A Candidate should go to "Qualified Path" but lands in "Nurture Path."

Cause: The Gate rules were reordered, and a broad condition ("status is not empty") was placed above the specific condition ("status = qualified"). The broad condition matched first.

Fix: Move the specific rule above the broad rule so it is checked first.

Checklist #

  • ✅ Reproduced with a fresh test Candidate
  • ✅ Checked the data values before Gate evaluation
  • ✅ Verified rule order (specific rules before broad rules)
  • ✅ Confirmed the selected target in the Journey Timeline
  • ✅ Checked that a fallback rule exists
  • ✅ Retested after making changes

Common Mistakes #

  • Testing with inconsistent or old Candidate data
  • Not refreshing the page before checking updated values
  • Putting broad rules before specific rules
  • Comparing text values as numbers (or vice versa)
  • Not having a fallback rule for unmatched cases

Last updated May 4, 2026