Automation history and troubleshooting
Use Enrollment History and Execution Logs to see who entered a scenario, which step ran and why a message wasn't sent.
4 min read
"Did Ahmet get his confirmation?" is answered by a record, not a guess. Every scenario records the contacts who entered it and every step it ran. This article shows how to read those records and diagnose the most common problems yourself.
Two kinds of record
| Tab | What it shows | When to check it |
|---|---|---|
| Enrollment History | Who entered the scenario and when; which step they're at; whether they've left | "Did this contact enter the scenario?" |
| Execution Logs | The result of each step: sent, waiting, skipped, error | "Why wasn't the message sent?" |
Open both from the tabs at the top of a scenario: Automation → Workflows → scenario → Enrollment History / Execution Logs.
Who entered the scenario?
- Open the scenario and go to the Enrollment History tab.
- The Current Action column shows which step the contact is waiting at (e.g. the Wait before a reminder).
- The Status column shows how the contact left: they completed the scenario (Workflow Completed) or were removed by a condition (e.g. they replied, or the appointment was cancelled).
If the contact isn't listed, the trigger never fired. For example, the appointment wasn't written to the calendar or the expected tag wasn't added.
What did each step do?
- Open the scenario and go to the Execution Logs tab.
- Filter by date range and, if needed, by step. Logs are available for a limited period (usually around the last 30 days).
- Look for problem rows in the Status column. Failed steps are highlighted.
- Click View Details on a row for more.
What the statuses mean (labels may change with interface updates):
| Status | Meaning |
|---|---|
| Executed | The step completed: the message was sent, the task created. |
| Waiting | The contact is at a Wait step and will continue when it's time. |
| Skipped | The step didn't run because its condition wasn't met. Often normal. |
| Failed | The step couldn't run. Check the details. |
Reading an error
- The details window explains the error. In the example: the 24-hour window is closed and no approved template is selected in the step.
- Decide what to do based on the reason. Reach the contact manually today; if the error keeps happening, contact your consultant.
Go To Action takes you to the step in the builder; you can look at it, but check with your consultant before changing any logic.
Common problems and causes
| Symptom | Likely cause | What to do |
|---|---|---|
| WhatsApp message Failed | 24-hour window closed and no template; template not approved or rejected | Contact your consultant; reach the contact manually |
| WhatsApp message Failed | The contact's number is wrong or not on WhatsApp | Fix the number on the contact record with the country code (+90…) |
| Sent, but the contact says they didn't see it | The contact blocked you, or WhatsApp limited a marketing message | Call them; review your nurture frequency |
| The contact never entered the scenario | The trigger event didn't happen (tag not added, appointment not in the calendar) | Check tags and appointments on the contact record |
| Step Skipped | The condition wasn't met (e.g. no task because the contact replied) | Usually correct; ask if unsure |
| The scenario never runs | The scenario is in Draft | Check the Status column in the list. See Turn on, off and edit |
| Two messages to the same contact | The appointment was created twice, or the contact entered two scenarios | Check the calendar and Enrollment History |
Important
When reporting an error to your consultant, include: the scenario name, the contact's name, the date and time, and a screenshot of the View Details screen. With these we can find the problem quickly.
Regular checks
- Once a week, check the Execution Logs of your most important scenarios (appointment confirmation, reminders, lead routing) for errors.
- If errors suddenly jump (e.g. every WhatsApp message Failed), there may be a general problem with the WhatsApp connection or a template. Contact your consultant straight away. See Messaging troubleshooting.
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