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.
Understand common reasons for workflow failures, such as audience misconfigurations or scheduling conflicts.
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.
Use the Event type dropdown to narrow results to specific triggers at the start of a conversation such as "Customer opened a new conversation in the Messenger", or during a conversation such as “Customer sent a message".
You can also use the Status dropdown to filter by workflows that were:
Matched and started
Matched but not started
Not matched
Select a workflow from the trigger events timeline to analyze it in more detail.
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 and started the workflow “Customer opened a new conversation in the Messenger”. But the triggers “Customer sent a message” and "Teammate has been unresponsive" didn't start a workflow because the targeting conditions for these triggers weren't met.
Select a trigger event to see which workflows matched conditions and were started in the conversation/ticket.
Here, you can inspect the configured workflow trigger settings, including:
Audience rules: e.g., leads vs. users.
Channel rules: e.g., web, email, WhatsApp, etc.
Scheduling rules: e.g., workflows designed to operate only on specific days or timeframes.
For example, this conversation was started by a lead so the trigger "Customer sent a message" didn’t match because the audience was set to user.
For customer-facing workflows, only the highest priority workflow will start even if several match the same conditions.
Additionally, a workflow scheduled for Saturdays between 00:00–08:00 GMT will not trigger for events occurring outside this window, such as at 20:00 GMT on a Saturday.
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.
Reusable workflows aren’t currently supported by the Troubleshoot Workflows tool and will surface an error message.
If legacy Inbox rules exist, they may interfere with workflows. Consider migrating Inbox rules to ensure smooth automation.
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.
Why don’t unresponsive workflows trigger after a bot message?
Why don’t unresponsive workflows trigger after a bot message?
Unresponsive workflows trigger only after a teammate sends the last message. If a bot sends the last message, the timer for the workflow won’t start.
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