Debugging when workflows misbehave
When a workflow doesn't do what you expect — messages aren't sending, the wrong contacts are getting hit, things are firing twice — the Execution History is your investigation tool.
Read the execution history
1. Open the workflow
2. Click "Execution History" tab
3. Filter by status: All, Completed, In Progress, Failed, Skipped
4. Click any execution to see the step-by-step trace: which steps ran, which were skipped, which failed, and why
Common issues and fixes
| Symptom | Likely cause | Fix |
|---|---|---|
| Workflow not triggering | Trigger filter too restrictive, or workflow is in Draft | Check trigger config; confirm Published |
| Triggers fire twice | Multiple triggers set, OR another workflow is re-triggering this one | Audit trigger list; add re-entry guards |
| SMS not sending | Wallet empty, A2P not registered, or contact has DND-SMS | Check wallet, A2P status, contact DND flag |
| Email not sending | Sender domain not verified, contact email is invalid, OR contact has DND-Email | Settings → Email Services; verify; check DND |
| Merge tag empty | Field is empty on the contact OR merge tag typo | Check contact record; verify {{ syntax matches actual field key |
| Wait runs forever | Wait-until-event step waiting for an event that never happens | Add a max-wait timeout |
| Wrong contacts targeted | Tag-based trigger fires on legacy contacts already tagged | Add condition: "Created within last X days" |
Workflow not running on the contact you expected
Open the contact → right pane → "Workflow History" — see every workflow this contact has run
If the workflow isn't listed, it never triggered for them — check trigger filters
If it's listed as "Skipped," check which condition failed and why
When all else fails
Check Settings → Audit Log for recent changes that could have broken the workflow
Disable the workflow, duplicate it, and rebuild step-by-step from scratch
Contact [email protected] — Intellivizz support can review workflow logs and identify platform-side issues
NOTE — Workflow logs are retained for 90 days
After 90 days, detailed execution traces are summarized and the per-step detail is dropped (kept only as aggregate counts). For long-term workflow debugging, export logs monthly via the workflow's three-dot menu → Export History.
