Troubleshoot an automation that is not sending
Work through channel readiness, recipients, templates, schedules, and delivery logs.
Before you start
Access to the affected automation and its delivery logs. Configuration changes may require an administrator.
Check channel readiness
In Config, verify that the required Email or WhatsApp settings are saved. Run the relevant connection test. For WhatsApp replies and events, review messages webhook verification too.
Check recipients and filters
Review the audience filters or source record. Confirm that the selected records contain the recipient information required by the channel.
Review the template mapping
Check the template and its dynamic variables against the selected records. For WhatsApp, review the template's available status before using it.
Check the trigger and timing
Review the automation's conditions, schedule, and active state. For module communications, check the setup in that module's Communications panel.
Read the delivery logs
Open the channel's logs and review the reported result or error. Resolve the indicated issue, then retry with a controlled recipient to avoid duplicate customer messages.
What success looks like
You can identify the failing stage and confirm the corrected workflow with a controlled test.
If something goes wrong
- If configuration verification fails, ask an administrator to check saved credentials.
- If the channel connects but delivery fails, use the delivery error to guide the next check.
- Send support the time, channel, affected page, and redacted error message.
Still stuck on this step?
Send your workspace address, the affected page, and a redacted error. Never include passwords or access tokens.
Contact Bizrow support