An automation has not fired, or went to the wrong guests
Workflow not sending, failing or reaching the wrong guests? Check it is Active, its trigger, steps and venues, then check its Runs.
2 min read · Updated
In short: usually the workflow is paused, or the guest did not match its trigger. Open it, check it says Active, then check Runs.
- 1Most likelyIt says Paused
- 2It has no trigger or no steps
- 3The guest did not match the trigger
- 4The venue is not included
- 5The guest went through recently
- 6It went to more guests than expected
Find what is wrong
Go to Marketing › Workflow Automations and open the workflow.
It says Paused
Click the switch next to the name, then Activate. Any workflow that is not active shows Paused, including one that was never switched on.
It has no trigger or no steps
In the left panel, check the trigger and node counts. Either at 0? See set up a workflow automation.
The guest did not match the trigger
Click Triggers and check the trigger and its conditions.
- Upcoming Birthday fires the number of days before the birthday set in Days Until Next Birthday, such as In 7 days. Check the guest has a birthday on their profile. A guest who joins, or adds their birthday, after that day is missed this year.
- For a welcome email, check the trigger matches how guests join, such as Wifi Session Created, Loyalty Signup or Form Submitted.
- For Form Submitted, choose the form under Form ID.
The venue is not included
Venues in the left panel shows All or a count. Click it to change them. For a form, the venue the form was submitted at must be included.
The guest went through recently
Click Edit and check the Cool-down period (how long before a guest can enter again).
It went to more guests than expected
- Click the switch next to the name, then Pause. The workflow stops processing new trigger events.
- Click Triggers. A trigger with no conditions fires for everyone: Form Submitted with no Form ID fires for every form.
- Check Venues, fix the trigger, then Activate it again.
Check the runs
- Click the Runs tab.
- Under Filter by status, pick Failed if it shows, then click a guest's email for the detail. Each run is one guest, so a Failed run means that guest, not the whole workflow.
- To test, click Manual run, choose a Customer, then click Create run. This skips the trigger conditions.
Check it worked
The guest shows in Runs as Completed.
If that does not fix it
Email support at agent@stampede.ai with:
- The workflow name.
- The guest's email address, and when they should have got it.
- A screenshot of the Runs tab.
Good to know
- Pause a live workflow before you change it, so no guest goes through a half-finished version.
- To see whether the email itself went out, use Email Audit.
- For opt-outs, see a guest unsubscribed or opted out.
- Without Marketing Plus, you see Marketing Plus is not on your plan.
- Only Admin, Moderator and Marketing can see Marketing.
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