What happens:

The automation goes in the wrong direction or stops unexpectedly.

Why this happens:

Solution:

What happens:

Customer receives multiple messages simultaneously or different automations collide.

Why this happens:

Multiple automations have triggers that listen to the same signal (e.g., "New incoming conversation" and "New incoming message").

Solution:

See detailed instructions in the article "Automations for advanced users" under "Working with multiple automations".

Short version:

What happens:

Automation suddenly stops at a specific node and shows an error.

Why this happens:

A user deleted an element (e.g., label, contact list, contact attribute) that is used in an automation node.

Example:

Solution:

Prevention:

Before deleting labels, contact lists, or inboxes, check if they are used in automations.

What happens:

Automation automatically stops at the AI agent node with an error message.

Why this happens:

There is already an automation with AI agent running for this conversation. We don't allow two AI agents to speak with the same contact in the same conversation at the same time.

Solution:

Build your automations so that only one AI agent automation can run at a time:

What happens:

You made changes to the automation but it behaves like before.

Why this happens:

You forgot to publish the new version. The old version is still active.

Solution:

Using version history:

You can view all versions of your automation:

What the version history is good for:

Important:

Example:

What happens:

Automation stops at a "Send message" node or other nodes that use variables.

Why this happens:

The variable or contact attribute you want to use is empty. We don't send messages with empty placeholders because it looks unprofessional.

Example:

Solution 1 - Define fallback:

You can set a fallback value for each variable that will be used if the variable is empty:

Example:

Solution 2 - Add filter:

Add a filter before the "Send message" node:

Solution 3 - Request attribute beforehand:

Make sure the attribute is filled in before you use it:

What happens:

User cancels automation to take over manually. Customer responds. Automation starts again from the beginning.

Why this happens:

You're using the trigger "New incoming message" - this triggers with every message, even after an agent has taken over.

Example:

Solution: Use the trigger "New and reopened conversation" instead:

Alternative solution: If you must use "New incoming message":

What happens:

You want to test the automation but it also triggers for real customers, or you can't trigger it reliably.

Why this happens:

We don't have a test mode for automations yet (only for AI agent).

Solution - Message content filter for testing: Add a filter at the beginning of the automation that only triggers during testing:

Important: Remove the test filter before publishing the automation for real customers!

What happens:

Automation runs the first time but never again - not even when testing.

Why this happens:

Reason 1 - "Only once per contact" enabled:

Reason 2 - Trigger "New incoming conversation" without "Reopened":

Solution:

When testing:

For live operation:

What happens:

Automation stops at a "Send message" node with an error message.

Why this happens:

You're trying to send a message type that isn't supported for this channel.

Most common examples:

WhatsApp quick replies in Instagram:

WhatsApp list in email:

Solution 1 - Add filter:

Add a filter before the channel-specific node:

Solution 2 - Use multi-channel automations correctly:

When building automations across multiple channels:

What happens:

Automation stops at WhatsApp quick replies, WhatsApp list node, or channel-independent "Send message" node with error message "Conversation time window closed".

Why this happens:

WhatsApp has a 24-hour rule: You can only send free messages (quick replies, lists, regular text) within 24 hours of the customer's last message. After 24 hours, the conversation time window is closed.

When this problem occurs:

Example - Delayed automation:

Solution - Check conversation time window:

Add a filter before channel-specific WhatsApp nodes:

Important to understand:

Within 24-hour window (Conversation time window = Open):

Outside 24-hour window (Conversation time window = Closed):

What happens:

Automation suddenly stops at action nodes. In the activity log you see many failed runs.

Why this happens:

You have no more automation credits. Without credits, automations can't run - only the trigger is executed, but no action nodes.

What are credits:

Solution:

Scenario: A message was sent that shouldn't have been sent

How to find the automation:

For AI agent messages:

Now you know which automation caused the problem.

Sidebar on the right → "Automations" section

Here you can see two important things:

Currently active automations:

Past automation runs:

What you can see here:

Click on an automation run in the sidebar

Now you can see the details:

Overview:

List of all nodes that were executed:

You can see:

For failed tasks:

Jump directly to the node:

Now you can:

In the automation → Tab "Activity log"

Here you can see all automation runs across all contacts.

When to use:

Filter options:

Filter by status:

What does "Completed without action" mean?

The automation was triggered BUT not a single action node was executed. This happens when:

Example:

More filters: