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Automation troubleshooting

How to check a workflow's history and find out why it didn't fire

Open the workflow in Automation › Workflows and use Execution Logs (what each action did, with errors highlighted) and Enrollment History (who entered and why they left). If the contact never entered, check publishing, trigger filters and re-entry, and test with a new contact.

Updated on

Before you start

  • You need access to the Automation module.
  • Have the affected contact's name, the workflow name and the approximate time it should have happened.
Where to find it

Automation › Workflows › (open the workflow) › Execution Logs / Enrollment History

Step by step

1. See what happened to a contact

  1. Go to Automation › Workflows and click the workflow.
  2. At the top, click Execution Logs.
  3. Filter by contact, action or date range (there are shortcuts like Today and Yesterday, or pick custom dates up to 30 days).
  4. Each row shows the action name, its status and when it ran (with the time zone). Errors are highlighted.
  5. Click View Details to read the exact reason (for example, the contact has no phone number or has Do Not Disturb on).
  6. To fix it, click Go To Action: the builder opens right on that action.

2. See who entered and why they left

  1. Click Enrollment History.
  2. Find the contact. The status tells you what happened:
    • Workflow Completed: they went through to the end.
    • Removed by Workflow Action: an action in this workflow removed them.
    • Removed by External Workflow Action: another workflow removed them.
  3. Click the Highlight Contact Path icon to see on the canvas the path they took, steps with errors, steps they skipped and whether they're still in progress.

3. Open the run from a message

  1. In Conversations, open the conversation and the message in question.
  2. Open the message details and click the workflow link.
  3. The details of that run open with the contact already selected.

4. If the contact never entered

  1. Make sure the workflow is Published and that you saved after publishing.
  2. Open the trigger and check the filters (right form, calendar, tag). Turn on Stats View in the top-left corner and click the trigger: you'll see how many contacts were evaluated, how many matched and how many didn't match over the last 30 days, and why.
  3. If the contact had already been through the workflow, check whether Allow Re-entry is on in settings.
  4. Test with a brand-new contact who has never been in the workflow.
  5. If it works in testing but not with real contacts, compare the real event with the trigger's conditions.

5. Get alerted about errors

  1. From the workflows list, open Workflow Settings (general settings for workflows) and turn on email error notifications, choosing who receives them.
  2. Use the Needs Review tab in the workflows list to see every workflow with errors.
  3. In the execution logs, mark errors as seen once you've dealt with them.

Tips

  • Error notifications are off by default. Once on, you get at most one email every 24 hours, and a new one only if new errors show up.
  • Give your actions clear names: the logs show the name you gave them, which makes finding the right step much easier.
  • If you're still stuck, gather the contact name, workflow name, test time and error details before asking for help.

Common problems

  • The contact isn't in the enrollment history → They never entered: the workflow wasn't published, the trigger filters don't match or re-entry is off. Follow part 4 above.
  • The action shows as executed but the result isn't on the contact → Two actions ran in the same second and clashed. Put a 1-minute Wait action before that action.
  • The contact has been stuck for days → They're in a wait or being held by the Time window. Check their current step in the logs and review your time and time zone settings.
  • I can't publish because of errors → These are setup errors caught before publishing. Click Review issues, open each flagged step and complete what's missing.
  • I can't find older logs → The date filter covers at most 30 days at a time. Change the range to the date you need.

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