Merge pull request #4254 from segmentio/lizkane222-patch-8

excessive notifications for aud/trait failures

Author: pwseg

src/engage/faqs.md

@@ -121,10 +121,14 @@ Yes, Engage supports the ability to send an audience or computed trait to two or
 
 ### Why am I getting alerts about an audience/computed trait sync failure, but when I look at the specific audience/computed trait it shows a successful sync?
 
-An audience/computed trait Run or a Sync may fail on its first attempt, but Engage will retry up to 5 times before considering it a hard failure and display on that audience/compute trait's Overview page. As long as the runs/syncs within the specific Audience's Overview page say they are successful, then these can be safely ignored.  The Audit Trail logic, however, is configured in the way that it simply notifies about every task failure, even if it then later succeeds.
+An audience/computed trait run or sync may fail on its first attempt, but Engage will retry up to five times before considering it a hard failure that displays on the audience/compute trait's overview page. As long as the runs/syncs within the specific audience's overview page indicate success, you can ignore any failure alerts. 
 
-If your team would like to avoid receiving the notifications for transient failures, please **[reach out to support](https://segment.com/help/contact/)**, who upon request can disable transient failure notifications.
+**How things work internally:**
+Segment's Engage scheduler fetches audiences/traits from the compute service and then handles the logic of generating tasks. These compute/sync tasks get scheduled and executed by another worker. These tasks are a list of steps to be executed. Each task has a series of steps that Segment marks as complete by saving a timestamp for the completion. If something disrupts the worker, it picks up at the latest step without a `completed_at` timestamp. In some cases, the step or entire task might fail due to timeout or worker disruption. No matter the cause, Segment will retry any failures. 
 
+The audit trail's configuration notifies about every task failure, even if the failure later succeeds. In most cases, you won't need to track these failures, unless you notice actual computation or sync failures. 
+
+If you don't want to receive notifications for temporary failures, **[reach out to support](https://segment.com/help/contact/)**. Upon request, Segment can disable temporary failure notifications, which will reduce the number of notifications your workspace receives.
 
 ## Why is the user count in a journey step greater than the entry/previous step of the journey?