Check why a workflow did or didn't run

Before you start

Every planNeeds: Runs: Read

On a conversation

Open the conversation in the inbox, and open Automation in the details panel. It lists each workflow that started, how it ended, and every workflow that was checked but didn’t start, with the reason. For example:

• “is paused” or “isn’t live yet”: publish it, or turn it on.
• “trigger “first message only”…”: it only runs on a customer’s first message.
• ”… later workflow(s) wasn’t checked — … ran first”: a workflow higher on the list ran instead. Change the order with Reorder.
• “your plan doesn’t include custom workflows”: only default workflows run on your plan.

These checks are kept for 30 days.

Every run

Go to Workflows›Workflow Runs to see every run in a Time period: when it started, its Result (Running, Waiting, Completed, Failed or Ended), the workflow and the conversation.

Click a run to see its timeline: each step it took, what was sent, answers collected, and how long it waited.

To see one workflow’s runs, open it and choose the Runs tab. It also shows how many runs started, completed and were handed to a person.