Find out why a workflow didn't run
Work out whether a workflow never started, stopped partway, is waiting, or failed, and which screen shows you the answer.
When an email or text didn't go out, the cause is almost always one of four things: the workflow wasn't on, the trigger didn't match, a step is still waiting, or a step failed. Flourivate has a screen for each. Start at the top and stop when you find it.
Before you start
- Know which workflow should have run, who it was for (the contact's name or email), and roughly when.
- All the screens below are tabs on Workflows, or tabs inside a workflow when you open it. On a narrow screen, scroll the tab row sideways to see them all.
Which screen answers which question
| Your question | Where to look | What to read |
|---|---|---|
| Was the workflow even on? | All Workflows | The card badges: Active, Inactive or Draft, and the trigger name |
| Did the person enter it? | The workflow > Trigger Stats | Attempts and skips. "not in allowed list" means a filter or product choice didn't match. |
| Did the event reach Flourivate at all? | Event Debugger | Find the event by time. Processed means a workflow used it; not_consumed means no workflow was listening for it. |
| Why didn't it fire? | Diagnostics | Why didn't it fire? lists skipped events and reasons |
| Where did the person stop? | The workflow > Enrollment History (or the Enrollments tab for all workflows) | Status, Last Step and the error under it |
| Is it waiting on me? | Pending Actions | Manual steps waiting for someone |
| What failed and why? | Needs Review | One card per failing workflow, with the step and error message |
| How is everything running overall? | Monitoring | Runs, failures, and the Execution Log |
Steps
- Check the card. On All Workflows, find the workflow. If it says Draft or Inactive, it couldn't run. Open it, check everything, click Save and switch it to Active. If the card shows no trigger or says "Reusable workflow", open it in the builder and click Save.
- Check Trigger Stats. Open the workflow and click Trigger Stats. If the person was skipped, read the reason. A filter didn't match (wrong form, calendar, tag or product) or an Enrollment Frequency Limit blocked them.
- Check Enrollment History. Still in the workflow, click Enrollment History and find the person. Read their Status and Last Step.
- Active with a Wait step as the last step: it's waiting as designed.
- Failed: read the error under the last step, then go to step 5.
- Completed: the workflow ran. If the email still didn't arrive, the problem is delivery, not the workflow.
- Check Event Debugger if the person isn't in the workflow at all. If there's no event at the time they acted, the thing that should have started it (the form, booking or payment) didn't report in. Check that part first.
- Read the error in Needs Review. Common ones:
- Email setup errors mean sending email isn't finished. See Set up sending email.
- "No contact ID" means the step ran without a contact attached.
- Text failures usually mean the number isn't approved, the contact opted out, or the number can't take texts. See Find out why a text didn't send.
- Fix the cause, then test again with your own details. After fixing a failure, click Acknowledge on its Needs Review card so the list stays useful.
Older runs
Execution Logs only looks back 30 days. For anything older, use Enrollment History.
Check it worked
- A fresh test shows Completed in Enrollment History, and the workflow drops off Needs Review.
If something's off
- Payment workflows: see Payment went through but nothing happened.
- Changes you made didn't take effect: a saved draft isn't live. Make sure the switch says Active after your last save.
- A wait fired a minute late: normal. Waits over a minute can run up to 60 seconds late.
- Don't click Unenroll while you're investigating. It removes the person from the workflow.
- Still stuck: send us the workflow name, the contact, the time and a screenshot of Enrollment History. See Get help.