Workflow Troubleshooting
Workflows usually fail for a few predictable reasons. This tutorial covers the most common ones and exactly how to fix each, so you are not stuck when automation does not do what you expected.
What you will learn
- Why a workflow does not run at all
- Why a message does not send
- Why a workflow runs for the wrong people
- How to read the history to find the cause
Before you start
- Have a workflow that is not behaving as expected
Step-by-step
- 1
Check if the workflow is on
The most common reason a workflow does nothing is that it is saved but not turned on. Open the workflow and check the toggle is on. A saved, off workflow does nothing, no matter how perfect it is.
- 2
Check the trigger matches
If the workflow is on but does not run, the trigger probably does not match what happened. For a form trigger, make sure it points at the exact form that was filled. For a stage trigger, make sure it points at the right pipeline and stage.
- 3
Check filters and conditions
A filter or condition can stop a workflow from running for a contact. If a lead did not go down the branch you expected, check the condition values against the contact's actual fields. Exact matches only.
- 4
Check message delivery
If the workflow ran but no message arrived, check the sending setup. For email, check the sending domain is verified. For WhatsApp, check the number is valid and has WhatsApp. Check the workflow history for a failed send.
The workflow history tells you exactly which step failed and why. It is always the first place to look.
Result
You can diagnose and fix the most common workflow problems using the history and a short checklist, instead of guessing.
Troubleshooting
Workflow runs but the message is blank
A personalisation field that is empty on the contact will show blank. Add a fallback value or make sure the field is filled.
Workflow runs twice for one lead
Two workflows may have the same trigger, or the trigger fired twice. Check for duplicate workflows and add a filter to run once per contact.
Best practices
- Always check the workflow is on first
- Use the history, not guesses, to find the cause
- Test with a test contact before going live
Next steps
- Read Testing a Workflow to test safely
- Read Adding Conditions to refine logic
- Read Advanced Workflow Automation for complex fixes
Related tutorials
Frequently asked questions
Why did my workflow stop running suddenly?
It may have been turned off, or a connected account like WhatsApp disconnected. Check the workflow toggle and your connected accounts in Settings.