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Hi Gainsight Community!

I’ve built a journey using Gainsight’s Journey Orchestrator to deliver triggered emails (via SendGrid) based on customer milestone events. Overall, it's working but I've noticed a recurring issue: emails are being delivered several minutes late, even though the journey timeline is configured for near-real-time action.

Here’s what I’ve explored so far:

  • Verified that the journey is scheduled for immediate trigger rather than batch processing.
  • Checked that the events are arriving in Gainsight promptly, and the Email Action step runs right after they’re triggered.
  • Reviewed the SendGrid API delivery confirmation happens quickly on their side, but the recipient receives the email with a noticeable delay.
  • Enabled debug logging in Journey Orchestrator but haven’t seen any queue backlog or runtime errors logged.

I’d love to hear from the community:

  • Has anyone experienced similar delivery lag, even when the orchestration runs “on time”?
  • Are there performance tuning tips or architecture practices for example, optimizing task concurrency or avoiding shared orchestration queues that helped?
  • Does using a different connector (like SMTP or a different provider) impact timing consistency?
  • Any suggestions on how to validate end-to-end delivery timing, or raise a ticket with support using useful diagnostics?

Thanks so much for any insights or examples it’ll really help smooth out a critical part of our customer outreach workflow!

Mark Pousee

You might want to provide more insight:

  • How many minutes is “several minutes”? What’s at stake exactly?
  • What time of day with time zone is that running on?
  • Milestone events are created manually or they are auto milestones?
  • How have you built your trigger? 

​@alizee hit it on the head here.

We’ve got one event-based JO that relies on a script that runs every 15 minutes, based on the user’s first (paying) login. So for our use case, if someone logs in just one second after the top of the hour, they wouldn’t qualify for the event until the next time it ran.

Another issue is the sender’s incoming email, which is sadly out of our control. If they have an intense email security scanner in place, those emails may be delayed in delivery.

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