Why an Automation Step Did Not Run
A missing step usually means the contact never enrolled, is waiting, failed a condition, became ineligible, or the plan was not active.
Where to find it: the Action Plan enrollment or execution history
What to do
- Confirm the plan was active when the trigger happened.
- Find the contact’s enrollment and current step.
- Check delay, timezone, branch conditions, and stop rules.
- For messages, check contact consent, suppression, and channel setup.
- Use the execution status and timestamp when asking Help.
Good to know
- Do not manually repeat an external action until you know whether the original is still queued.
- Changing a plan for future contacts may not change an existing enrollment.
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