Use the Troubleshoot Workflows tool to inspect trigger settings and understand why a workflow ran or didn’t for a particular conversation or ticket.
This tool helps you:
See all workflows that matched or failed to match conditions for each trigger event.
Understand which workflow conditions were met.
Debug automation behavior directly from your workspace.
How to troubleshoot workflows
You can troubleshoot workflows either from the Workflows section or directly from a conversation/ticket in the Inbox.
From workflows
You can troubleshoot workflow triggers for any conversation or ticket.
Navigate to Fin AI Agent > Workflows.
Select Troubleshoot at the top.
Enter the conversation or ticket URL.
View and analyze workflows that were available for this conversation.
Tip: Use the Filters dropdown to narrow results to specific triggers such as “Customer sent their first message.”
From a conversation
You can also access the Troubleshoot Workflows tool directly from a conversation or ticket in the Inbox.
Open the conversation or ticket in the Inbox.
In the right sidebar, select Edit apps and pin the Troubleshoot Workflows app to your sidebar.
Click Troubleshoot to view and analyze workflows that were available for this conversation/ticket.
Note: Matching data is only retained for 30 days.
If a conversation’s latest activity is older than 30 days, no workflow trigger data will be available, and the app in the sidebar will be disabled.
If parts of the conversation are under 30 days old, only those recent trigger events will display.
How it works
The Troubleshoot Workflows tool displays a chronological timeline of all trigger events for a conversation or ticket, showing:
The order in which events occurred (following the same priority as on the Workflows overview page).
A ✓ tick for triggered workflows and a ✕ cross for workflows that didn’t trigger.
Icons indicating whether a workflow is customer-facing or background.
For example, this conversation matched “Customer sent their first message” and this workflow was triggered. But it didn’t match “Teammate has been unresponsive” so this workflow wasn’t triggered.
Note: For customer-facing workflows, only the highest priority workflow will run and show here even if several match the same conditions.
Select a trigger event to see which workflows matched conditions and were executed in the conversation/ticket.
You can also inspect the configured workflow trigger settings, including:
Audience rules: e.g., leads vs. users.
Channel rules: e.g., web, email, WhatsApp, etc.
For example, this conversation was started by a lead and two workflow triggers for “Customer sent their first message” were available but the first one didn’t match because the trigger audience was set to user.
Note: This only shows the trigger settings (the first block in your workflow) and whether they matched. It doesn’t yet show whether the workflow completed or whether each step executed successfully.
FAQs
How far back does workflow trigger data go?
How far back does workflow trigger data go?
Only trigger events from the last 30 days are available. Older events will not appear in the Troubleshoot Workflows tool.
Can I see all workflow steps in the tool?
Can I see all workflow steps in the tool?
Not yet. The Troubleshoot Workflows tool currently shows only trigger settings data, not full workflow step execution.
Why would a workflow match but not run?
Why would a workflow match but not run?
When multiple customer-facing workflows match the same conditions, only the highest priority workflow runs.
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