Diagnose automation issues efficiently before escalating to engineering.
⚠️ Important: Admin access is required to complete most triage steps.
Start with the Client’s Reported Issue
Begin triage by clarifying the problem.
Confirm which automation is affected.
Identify whether the issue relates to emails, records, sync, or chatbots.
Ask when the issue started and whether it affects all records or only some.
📌 Note: Partial failures usually indicate data or template issues rather than system outages.
Verify Automation Status
Open Automations.
Locate the affected automation.
Confirm the automation is Active.
Review recent activation or deactivation changes.
📌 Note: Inactive automations do not process new records.
Review Automation Activity
Open the automation.
Click Activity.
Look for failed or skipped actions.
Note timestamps and error patterns.
📌 Note: Activity history helps determine whether the issue is configuration- or data-related.
Check Email Failures First
Email issues are the most common automation failures.
Identify failed email actions in Activity.
Open the associated email template.
Review merge tags and placeholders.
⚠️ Important: Merge tags linked to empty CRM fields cause email failures.
Validate CRM Sync Health
Automation issues often originate from sync problems.
Go to Settings, then click Integrations.
Open the connected CRM.
Review Sync Status and completion percentage.
📌 Note: Incomplete syncs can reduce automation reach or prevent record entry.
Check Record Subscription Status
If emails are not being received:
Open Unsubscribe under Automations.
Search for the affected record.
Confirm whether it is unsubscribed globally or from a specific automation.
📌 Note: Unsubscribed records will not receive automation emails.
Investigate Record-Level Data Issues
If failures affect only some records:
Open a failed record from Contacts or Candidates.
Check required fields referenced by the automation.
Look for missing owners, emails, or required values.
📌 Note: Migrated CRM records often contain empty fields.
Capture Required Escalation Details
Before escalating to engineering, collect:
The direct URL of the automation, template, or chatbot.
The organisation name and identifier code.
Example record names or emails.
A short description of expected vs actual behaviour.
📌 Note: URLs and organisation identifiers are critical for backend investigation.
Decide Whether to Escalate
Escalate to engineering when:
Errors have no clear configuration cause.
Sync status appears healthy but behaviour is incorrect.
Failures persist after template and data checks.
📌 Note: Most automation issues are resolved during triage without escalation.
💡 Best Practices
Always check email templates before escalating.
Validate CRM sync before modifying automations.
Use direct URLs instead of screenshots.
Confirm unsubscribe status early.
Document findings clearly before escalation.
🤔 FAQs
Q1: What is the most common cause of automation failures?
Answer: Email template merge tags referencing empty CRM fields.
Q2: Should admins reactivate automations during triage?
Answer: No, avoid changing automation state until the root cause is identified.
Q3: When should an issue be escalated to engineering?
Answer: When configuration, data, and sync checks do not explain the behaviour.