How do I troubleshoot sequence issues?

Last updated: November 5, 2026

If a sequence is not behaving as expected, first identify whether the issue is enrollment, step execution, timing, automation, or message delivery. Then review the related settings, triggers, contact timeline, and delivery tabs.

Before you start

  • Open the affected sequence.

  • Identify one contact that shows the issue.

  • Check which step the contact is on and what you expected to happen next.

Steps

  1. Identify where the issue occurs: enrollment, step execution, timing, triggers, or delivery.

  2. Open Sequence Settings and review reply handling, re-enrollment rules, frequency caps, and timing rules.

  3. Open the Steps tab and check for missing channels, invalid content, or incorrect scheduling.

  4. Review triggers and actions to confirm their conditions and configuration.

  5. Open the Contacts tab to see the contact’s current step and status.

  6. Check related tabs such as Responded, Finished, and Not Delivered.

  7. Review the contact timeline for message attempts, trigger events, or removal events.

  8. Adjust the sequence configuration.

  9. Retest with an internal contact before applying the workflow broadly.

Tips

  • Test new sequences with one internal contact before enrolling a large audience.

  • Use clear names for triggers and actions so they are easier to audit.

  • Avoid overlapping automations that add, move, or remove the same contact in competing ways.

  • Check timing rules before assuming a message failed.

Troubleshooting

  • Contacts are not entering the sequence: Review segment filters, contact eligibility, and re-enrollment rules.

  • A contact is added but no step sends: Check quiet hours, weekend restrictions, business-hour rules, and step scheduling.

  • The sequence stops after a reply: Review response behavior in settings.

  • A contact re-enters unexpectedly: Update re-add settings.

  • Link triggers do not fire: Enable link tracking and confirm the tracking domain.

  • Keyword or response triggers do not fire: Simplify trigger rules or broaden conditions.

  • A message is not delivered: Check carrier filtering, invalid number, or opt-out status.