When workflows do not behave as expected, this guide helps you identify and resolve common issues.
Emails Not Sending #
Check Enrollment Status #
The most common cause of emails not sending is enrollment status:
- Paused – Enrollment is on hold. Resume it to continue.
- Cancelled – Enrollment was stopped. Create a new enrollment if needed.
- Completed – Workflow already finished. No more emails will send.
Check Workflow Status #
Ensure the workflow itself is active:
- Draft – Cannot run. Activate the workflow.
- Paused – Temporarily stopped. Reactivate when ready.
- Archived – Retired. Use a different workflow or unarchive.
Check Step Status #
View the enrollment details and check individual step status:
- Pending – Scheduled but not yet executed. Check the scheduled time.
- Failed – An error occurred. Review the error message.
- Skipped – Bypassed due to goal or cancellation.
Verify Email Address #
Ensure the client has a valid email address. Emails cannot be sent to:
- Empty email fields
- Invalid email formats
- Previously bounced addresses
Wrong Timing #
Verify Trigger Configuration #
For performance-relative triggers, check:
- Is the offset correct (positive for after, negative for before)?
- Is the time of day set correctly?
- Is the performance date accurate?
Check Timezone Settings #
Timing calculations use your group timezone. Verify it is set correctly in group settings.
Review Delay Configuration #
For unexpected timing between steps:
- Check delay values and units
- Remember delays are from the previous step completion
- Verify the correct unit (days vs hours vs minutes)
Goals Not Triggering #
Verify Goal Type #
Ensure the goal matches the action you expect:
- “Proposal Accepted” requires a proposal to be accepted
- “Contract Signed” requires a contract to be signed
- “Invoice Paid” requires a payment to be recorded
Check Context #
Goals evaluate against the enrollment context. If the enrollment is for Performance A, actions on Performance B will not trigger the goal.
Timing Issues #
Goals are evaluated when actions occur. If the action happened before enrollment, the goal will not retroactively trigger.
Duplicate Emails #
Multiple Enrollments #
Check if the client is enrolled multiple times:
- View all enrollments for the client
- Cancel duplicate enrollments
- Review re-enrollment settings
Multiple Workflows #
The client may be in multiple different workflows. This is often intentional, but review if it is causing over-communication.
Placeholder Issues #
Broken Placeholders #
If emails show {placeholder} instead of actual values:
- Check placeholder syntax for typos
- Verify the field exists and has data
- Ensure the enrollment has proper context (client and performance)
Wrong Data #
If placeholders show incorrect information:
- Data is captured at enrollment time
- Changes to client or performance after enrollment may not be reflected
- Check if you are looking at custom draft content
Step Failures #
Template Not Found #
If the email step references a deleted template:
- Edit the workflow
- Update the step with a valid template
- Save the workflow
For existing enrollments, you may need to reschedule or manually handle the failed step.
Email Delivery Failures #
If the email could not be delivered:
- Check for bounced email addresses
- Verify the recipient email is valid
- Review any error messages in the step details
Enrollment Stuck #
Verify Next Step #
Check what the next pending step is and when it is scheduled. It may simply be waiting for the scheduled time.
Check for Failures #
Look for failed steps that blocked progression. Fix the issue and the enrollment should continue.
Resume if Paused #
Paused enrollments do not progress. Resume to continue.
Cannot Enroll Client #
“Already Enrolled” Error #
The client has an active enrollment in this workflow. Either:
- Wait for the current enrollment to complete
- Cancel the existing enrollment first
- Enable re-enrollment in workflow settings
“No Email” Error #
Add an email address to the client record before enrolling.
“Workflow Not Active” Error #
Change the workflow status to Active before enrolling clients.
Recovery Steps #
For Failed Enrollments #
- Identify the cause of failure
- Fix the underlying issue (template, data, etc.)
- Consider creating a new enrollment
- Manually send any missed emails if needed
For Incorrect Emails Sent #
- Pause the enrollment immediately
- Contact the client if necessary
- Review and fix the workflow
- Consider cancelling and re-enrolling if appropriate
Getting Help #
If you cannot resolve an issue:
- Note the workflow name and enrollment ID
- Document the expected vs actual behavior
- Check for any error messages
- Contact BookLive support with these details
