When a Workflow isn't behaving the way you expect, you can narrow down the cause by checking three things in order: whether the trigger fired, whether the actions ran, and what any error messages say. If you're unsure about the setup or operation, ask Marketing Agent something like "tell me why this workflow isn't working," and it will guide you to the points worth checking based on your situation.
The workflow doesn't start
When a trigger doesn't fire, the main causes are the Workflow's status and a mismatch in the trigger conditions.
| Cause | How to check | What to do |
|---|---|---|
| The workflow is disabled | Check whether the status shows "Active" in the workflow list | Press "Start" in the editor to activate it |
| No LINE Official Account is selected | Check the target LINE account in the editor | Select the target LINE Official Account |
| The trigger conditions don't match | Review the trigger settings | Reconsider the keyword or event type |
| The match type for incoming messages differs from what you expect | Check the keyword matching condition | Choose the appropriate option from "matches," "contains," "starts with," "ends with" |
| The integration is disabled for a trigger that requires Shopify integration | Check the Shopify integration status on the external service integration screen | Set up the Shopify integration again |
To enable a Workflow, save your changes and then press "Start". If unsaved changes remain, you can't enable it, so press "Save" first.
The action doesn't run
When the trigger has fired but the actions aren't progressing, check the direction of the conditional branch and the waiting status of any delays.
| Cause | What to do |
|---|---|
| The conditional branch is going in an unintended direction | Check which branch was taken in the execution history |
| A delay action is in a waiting state | Check the items with a "Waiting" status in the execution history. Once the specified time passes, it moves on to the next action |
| The HubSpot or Klaviyo integration has been disconnected | Check the integration status on the external service integration screen |
| The Customer Agent setup is incomplete | In the Customer Agent action, check whether the system prompt and Knowledge Base are configured |
In a conditional branch, friends who match the conditions you set go down the True branch, and friends who don't match go down the False branch. If friends are going down the opposite branch from what you intended, review the operators and values in your conditions.
The execution results in an error
When an error appears in the execution history, check the status of the recipient or the integration depending on the type of error.
| Type of error | What to do |
|---|---|
| Message sending error | Check whether the recipient friend has blocked the account |
| Webhook sending error | Check whether the destination URL is correct and whether the external system is responding |
| External integration error | Check the integration status and usage limits of the integrated service (Shopify, HubSpot, Klaviyo) |
You can open the execution history from "Execution History" at the top right of the workflow editor. When you click an action that resulted in an error, details such as the start time and processing time are shown. When you want to narrow the list down to failures only, select "Failed" in the filter at the top of the list.
You want to pause a workflow temporarily
When you disable a Workflow, it stops accepting new triggers, and automatic message broadcasts no longer start from that point on.
When you press "Disable" in the editor, a confirmation dialog appears. Once you disable it, messages that are already being broadcast may be interrupted partway through.
When you want to run it again, press "Start" in the editor to resume accepting triggers.
You want to remove only a specific friend from a workflow during a delay
When a test friend has been registered repeatedly, or when you want to stop the subsequent broadcast for only a specific friend, you can unregister friends who are in a delay one at a time.
In the editor, click the target delay action and open the "Friends in Delay" list in the sidebar. Click the trash icon on the row of the friend you want to remove, and press "Unregister" in the confirmation dialog. The delayed broadcast for that friend is then canceled, and the friend is removed from the Workflow. This action cannot be undone.
The list shows up to 10 friends who are in a delay.
For how to set up delay actions, see the "Action Types and How to Configure Them" article for Workflows.