Workflow Troubleshooting

Workflow Does Not Launch

1. Check your workflow status in the workflow list (Automation → Workflows).

It should be Active (a green indicator is displayed next to the name).

If it’s Not active, click the Activate button.

2. Check the event launching a workflow. If the workflow should be launched by the event transferred via API, make sure you transfer it and select it in the dropdown list in the Start configuration.

3. Check if the workflow launches were registered in the system.

See the workflow statistics.

If all statistics values are zero, the workflow was never run.

4. Make sure there is an event that should launch the workflow in Automation → Event History. See whether the event is linked with the corresponding workflow.

5. If the event is triggered by clicking on the button in the message, check whether the event and the button are linked.

Ensure that events in trigger configuration and in the message corresponding to each other.

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Note

There's no dedicated system alert if a workflow launch is blocked because your account or group has hit its contact-count limit. If you suspect this might be happening, set up your own account notification to monitor it, since eSputnik currently doesn't provide one automatically.

The Workflow Starts Later Than Expected

Workflows started for a segment or a group run in batches, at most once an hour. A contact who has just entered the segment is picked up by the next hourly batch, so a delay of up to an hour between entering the segment and the first message is expected behaviour, not an error.

Event-based workflows are different: they start as soon as the event is received. If your scenario requires an immediate reaction, launch the workflow by an event rather than by a segment.

Segment recalculation is a separate schedule: it defines who belongs to the segment and runs daily from 3 a.m. to 4 a.m. See Regular Workflow for a Segment.

The Event Arrived, but the Workflow Did Not Start

If the event reaches the system before the contact exists, the workflow does not start — the event has no contact to start it for. Send the event only after the contact creation is confirmed, or add a delay between creating the contact and sending the event. See Configuring Workflow Start/Stop Conditions.

The Workflow Reads Contact Data That Is Not Yet Updated

Contact creation and enrichment are asynchronous, so a workflow that checks contact fields immediately after the Start block may read values that have not been written yet. Add a short Timer block or a contact retrieval block after Start — this removes the race between the event and the contact update.

Workflow Launch, but Works Incorrectly

1. Check the settings of the workflow blocks.

Enter the workflow, click on each block and inspect its settings:

• Have you selected the message in the Message field?

• Have you specified the correct variable in the Email field?

It should match the variable you pass in the event (you can see your event parameters in Automation → Event history).

2. Check the correctness of the workflow structure. All blocks should be connected to each other. For example, a common mistake is to connect two blocks through another one.

3. If all settings are correct, but some users didn’t receive the messages from the workflow, inspect the contact information of these users. Maybe they are unsubscribed, blacklisted, over your sending limit, and so on. You can see this information in the Campaigns → Single reports section. Enter the contact ID in the search bar and see the details of delivery errors. Also, you can see contact information in Contacts → All contacts section.

These are the basic settings that you should check if you encounter problems. If, after review, you still have troubles, please contact our support team.