First CheckIs the workflow status set to Active? A Draft workflow never fires. This is the most common cause.
Automation issues fall into three categories: the workflow is not active, the trigger conditions are not being met, or the workflow is firing but an action inside it is failing. Work through these in order.
Diagnose in Order
1
Check workflow status
Go to Automation → Workflows and confirm the workflow is set to Active. A Draft workflow does not fire for anyone.
2
Verify the trigger conditions
Open the workflow and review the trigger. Check: is the correct event selected? Are any filter conditions too restrictive? Example: a trigger set to fire only for contacts with tag "VIP" will not fire for contacts without that tag.
3
Test with a manual trigger
From the workflow edit view, click Test Workflow with a specific contact. If it fires in test mode, the issue is with how the trigger is being reached in the real flow.
4
Check the execution history
Go to the Execution History tab inside the workflow. This shows every time the workflow fired, which contacts triggered it, and at which step any errors occurred.
5
Look for failed action steps
In the execution history, open a failed run. The failed step is highlighted. Common failures: email not sent (missing email on contact), SMS failed (A2P not registered), webhook timeout.
6
Check for workflow conflicts
If a contact is in multiple active workflows simultaneously and one adds a "Remove from all workflows" action, it will stop all other active sequences for that contact.
Using Execution History Effectively
The workflow execution history is your diagnostic tool. It shows exactly what happened, when, and for which contact. If a workflow fired but the contact never received an email, open their execution log — it will show whether the email action completed or failed and why.
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