When a workflow does not behave as expected, follow one test contact through the sequence. Change one cause at a time and verify the result before activating it for everyone.
Write down expected versus actual behavior
Use a specific example: “After the form is submitted, the assigned team member should receive one notification within a minute.” Then record what actually happened, when it happened and which contact was involved. Avoid broad diagnoses such as “the automation is broken.”
Check entry conditions first
Review the trigger, filters, publication state and enrollment conditions. Confirm the contact actually performed the required event. Check whether the contact was already enrolled, whether re-entry is permitted and whether another workflow creates the same outcome.
Inspect the contact’s execution history
Use the available workflow execution or enrollment history to find the last completed action and any skipped or failed step. Check whether required fields, tags and assigned users exist when the action runs. Avoid changing the full workflow until you have identified where the path diverges.
Check timing, branches and dependencies
Review timezone, allowed sending windows, wait conditions, calendar availability and branch order. Confirm external integrations are connected and the required permissions remain valid. A correctly configured wait can look like a failure if the expected time was never agreed.
Test the repair with controlled contacts
Use a clearly marked test contact, safe destination addresses and a copy or paused version where appropriate. Test the original failure, the normal path and a repeat submission. Confirm unwanted duplicate messages stop. Keep a record of the previous configuration so you can reverse a bad change.
Leave a useful handoff note
Record the cause, the exact change, the test results and any remaining dependency. If delivery is still blocked by a third party, distinguish that from a successful workflow repair. A useful fix reduces the chance of the same incident recurring.
Turn the checklist into a working system.
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