Identify and resolve common issues affecting data sync, automations, and chatbots.
⚠️ Important: Some troubleshooting steps require admin permissions.
Check CRM Sync Issues
Most data-related issues start with CRM sync.
Go to Settings, then click Integrations.
Select your connected CRM.
Open Sync Status.
Review the last sync time and completion percentage.
📌 Note: Large databases may take longer to sync, especially during initial implementation.
Resolve Missing or Outdated Data
If records appear incorrect or incomplete:
Confirm the record exists in the CRM.
Check whether the field is included in the sync.
Wait for sync to complete if a bulk update was recently made.
📌 Note: Sync updates are usually near-instant after initial setup.
Troubleshoot Automation Issues
Automation Did Not Run
Open the automation.
Confirm it is Active.
Review the search criteria.
Check whether records currently meet the conditions.
📌 Note: Automations only process records that match all search criteria.
Automation Emails Failed
Open the automation and click Activity.
Look for failed email actions.
Review the associated email template.
⚠️ Important: Email failures are often caused by merge tags linked to empty CRM fields.
Fix Merge Tag Errors
Open the email template used by the automation.
Identify merge tags referencing optional fields.
Remove or replace tags linked to missing data.
Save the template and retry the automation.
📌 Note: Fields such as record owner are common failure points after CRM migrations.
Troubleshoot Chatbot Issues
Chatbot Ends Unexpectedly
Open the chatbot Script tab.
Review all blocks for missing next-step logic.
Ensure each choice-based answer routes correctly.
📌 Note: If no route is defined, the chatbot ends automatically.
Chatbot Data Does Not Sync
Open the chatbot Settings.
Confirm CRM Integration is enabled.
Verify the User Type is set correctly.
Check that each block maps to a valid CRM field.
⚠️ Important: If integration is disabled, chatbot data remains only in Elay.
Links Not Clickable in Chatbots
Open the affected block.
Move the link into the After Message field.
Save the block.
📌 Note: Links placed in message text will not work.
Diagnose Combined Automation and Chatbot Issues
Records Receive Multiple Emails
Check wait steps and exit logic.
Confirm records are removed once the chatbot link is opened.
Verify no duplicate automations target the same records.
Records Removed Without Data Updates
📌 Note: Opening a chatbot link counts as engagement, even if the conversation is not completed.
Use Logs and Activity History
Open the automation.
Review Activity and Logs.
Check activation, deactivation, and error history.
📌 Note: Logs help identify configuration changes that caused failures.
When to Escalate to Support
Raise a support ticket if:
Sync status does not update.
Automation failures have no visible cause.
Chatbot data does not sync despite correct configuration.
Include:
Automation or chatbot name.
CRM record type.
Error screenshots or timestamps.
💡 Best Practices
Avoid merge tags linked to optional CRM fields.
Test automations with a small record set.
Always test chatbot logic before publishing.
Monitor early automation runs closely.
Review sync status after CRM migrations.
🤔 FAQs
Q1: Why do automation emails fail for some records only?
Answer: This usually occurs when a merge tag references a CRM field that is empty for certain records.
Q2: Why does my chatbot collect data but not update the CRM?
Answer: CRM integration may be disabled or the user type may be set incorrectly.
Q3: Why are records removed from automations without completing chatbots?
Answer: Opening the chatbot link counts as engagement and removes the record from future steps.