Locating/Understanding Contact Workflow History

The first steps for trouble shooting any issue that involves a contact moving through a workflow or specific actions firing is to locate the contact's workflow history and the status of each action being fired. Complete the following steps to access the contact's workflow history:

  1. Go into your sub-account, and click the "Contacts" tab.
  2. Select the specific contact that you would like to access. This will pull up their conversation.
  3. On the right hand side you will active and past workflows. Locate the workflow that contains the action that has not been fired/contains the issue looking to be resolved.
  4. Select the workflow icon (a) to route to the contact workflow history.
  5. Within the contact workflow history, there are the following columns:
    1. Contact - The name of the contact
    2. Action - Which action of the workflow was executed (the final action of the workflow with state "finished" thus taking the contact out of the workflow)
    3. Status - What happened to the contact during the specific action (executed, finished, failed, etc.)
    4. Executed On - The time and date that the action was executed
    5. More Details - Detailed look at specifics of the action

With the information provided, you can then either see what issue had occurred or which step conducted an action that you not anticipating (i.e. removing for workflow or proceeding to the next step). When you click the "more details" column of the action executed, it will list what conditions were satisfied for the specific action to take place. This is helpful when a contact seems to be stuck on a wait step or skips the wait step, you can locate the conditions, and what will need to be changed for your desired outcome. 

Locating and understanding the contact history will allow you to troubleshoot simple workflow issues efficiently and on your own.