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Common workflow setting issues
Workflow not triggering
If your workflow is not firing when expected, check the following:Verify the workflow is published
Navigate to Automation > Workflows and confirm the workflow status is Published, not Draft. Workflows in draft mode do not execute.
Check the trigger configuration
Open the workflow and click on the trigger step. Ensure:
- The correct trigger type is selected (e.g., Form Submitted, Tag Added, Appointment Booked)
- Any required filters are configured correctly
- The trigger is not restricted to a specific form, calendar, or pipeline that does not match the expected input
Review enrollment settings
Click on Settings in the workflow builder and check the enrollment options:
- Allow re-entry — If disabled, contacts who have already been through this workflow will not enter it again
- Enrollment filters — Confirm filters are not excluding the contacts you expect to enroll
Workflow actions not executing
Check for errors in the builder
Open the workflow builder and look for the red error icon on any action step. Click it to see details about missing fields or broken integrations.
Review execution logs
Go to the Execution Logs tab and filter by the affected contact. Check the status of each action — look for Failed or Skipped entries and review the error details.
Wait steps not behaving correctly
Wait steps use the sub-account’s timezone by default. If contacts are progressing through wait steps at unexpected times, check the timezone setting under Settings > Business Profile.
| Issue | Cause | Fix |
|---|---|---|
| Contacts skip the wait | Wait duration set to zero or condition already met | Edit the wait step and set a valid duration or condition |
| Contacts stuck on wait | Wait condition is never satisfied | Review the condition logic — ensure the expected event or field change can occur |
| Wait timing is off | Timezone mismatch | Verify the sub-account timezone in business profile settings |
If/Else conditions routing incorrectly
Check condition logic
Open the If/Else step and review each branch’s conditions. Ensure operators (equals, contains, is not empty) match your intent.
Verify custom field values
If the condition checks a custom field, confirm the field exists and the contact has a value set. Empty fields may route to the Else branch unexpectedly.
Publishing and saving issues
- If the Publish button is grayed out, there are unresolved errors in the workflow. Check for the red error icon on trigger and action steps.
- If the workflow reverts to Draft after publishing, check for required fields or integration errors that prevent a valid publish.
Best practices
- Name your workflows descriptively so you can identify them quickly
- Add internal notes to complex action steps explaining the intended behavior
- Use unique triggers per workflow to avoid race conditions
- Review execution logs regularly to catch issues early
FAQs
Why is my workflow stuck in draft mode?
Why is my workflow stuck in draft mode?
Workflows stay in draft if there are unresolved errors, such as missing required fields or disconnected integrations. Check each step for the red error icon and resolve all issues before publishing.
Can I edit a published workflow without stopping it?
Can I edit a published workflow without stopping it?
Yes, you can edit a published workflow. However, your changes will not take effect until you save and re-publish. Contacts currently in the workflow will continue with the version that was active when they enrolled.
How do I know if a contact was enrolled in my workflow?
How do I know if a contact was enrolled in my workflow?
Go to the Enrollment History tab in the workflow. You can search by contact name or filter by date and status to find specific contacts.