Exception Handling Protocol (Delivery)

Exception Handling Protocol (Delivery)

1. 01

   Map every workflow branch that can fail before launch

   List each trigger, condition, and action in the journey, then mark the points where missing data, API timeouts, or unsubscribes could halt execution.

2. 02

   Define a default fallback action for each failure point

   For example, route leads to a manual review queue, send a generic follow-up, or suppress the contact until the issue is resolved.

3. 03

   Set up real-time alerts for critical exceptions

   Configure notifications for high-priority failures like payment failures or lead handoff errors, so the agency team can respond within the client's SLA window.

4. 04

   Document exception handling rules in the client's runbook

   Record each rule, its trigger, and the expected outcome so that any team member can execute the protocol without tribal knowledge.

5. 05

   Test exception paths with sample contacts before go-live

   Run a small batch of test records through each failure scenario to confirm the fallback actions fire correctly and no contact slips through silently.

6. 06

   Review exception logs weekly and adjust rules as needed

   Analyze which exceptions occur most often, then refine the workflow logic or add new fallbacks to reduce manual intervention over time.