Troubleshoot Automated Messages

Overview

Diagnose automation messages that are delayed, skipped, blocked by limits, or stopped by conversation state.

Before You Start

• Access to the affected flow and organization.
• The contact, conversation, and approximate time of the expected action.

Steps

1. Confirm the flow is active

Open Flows and verify that the correct version is enabled for the organization.

2. Check the entry condition

Confirm that the contact satisfied the trigger and was not excluded by a filter or prior completion state.

3. Review node configuration

Inspect the affected message, delay, branch, template, and variable values for missing required data.

4. Check usage limits

Open Billing and Plan Usage to confirm automation, per-contact follow-up, AI, and message quotas remain available.

5. Check the messaging channel

Confirm the WhatsApp account is connected and that any required template is approved and has valid body variables.

6. Retry with a controlled test

After correcting the cause, run the journey with one test contact before re-enabling a wider audience.

Recommended Practices

• Record the affected contact and flow before changing configuration.
• Correct the root cause instead of repeatedly retrying a blocked message.
• Use plan warning notifications to act before a quota is exhausted.

What Happens Next

Administrators can identify whether the failure came from flow logic, contact state, plan capacity, variables, or channel configuration.