Troubleshooting: Common Errors & How to Fix Them

Encountering an error message or a workflow that won't fire? Don't panic. Most issues in the Automation Center stem from three common causes: expired connections, mismatched triggers, or strict exit rules.

1. Error: "Integration Expired"

If you see a banner stating "Gmail/Exchange Integration Expired," it means the system lost permission to access your email. This usually happens if you changed your email password recently or its been a while since you connected it.

How to Fix:

1. Go to User Settings (click your username).
2. Locate the affected email account in the list.
3. Click the three dots on the right and select Reconnect.
4. Log in with your credentials. The error banner will clear automatically.

2. Workflow Status: "Error Occurred"

If a workflow stops and displays an error, hover over the warning icon. It often says "Sender Email Expired" or inactive.

The Solution:

1. Reconnect: Follow the steps in section #1 above.
2. Update Touchpoints: If you switched email addresses, you must edit the workflow, open the specific email touchpoint, and select the valid email address again.
3. Check Assignee: Ensure the "Workflow Assignee" in the Details tab is an active user.

3. "Why isn't this client entering?"

If a client should be in a workflow but isn't, the issue is usually a mismatch between the real-life event and your Trigger settings.

Checklist to Review:

Trigger Date (Precision Matters):
The system looks for an exact match. If you set the trigger to "60 Days Before Expiration", the system only looks for policies expiring exactly 60 days from today. It will NOT pick up policies expiring in 59 days or 61 days.

Trigger Type (New vs. Changed):
A "New Prospect" trigger only fires when a record is created. It will NOT fire if you simply take an existing Client and change their status to Prospect.

Strict Filters:
If you require a tag (e.g., "VIP"), the client must have that exact tag in the AMS. If they don't, they are blocked.

4. "Why did the sequence stop halfway?"

If a contact stops receiving messages before the workflow is done, they likely triggered an Exit Condition.

Did you check these boxes?

1. Engagement: Did you check "When contact opens my email _ time(s), then move to conversation"? If they opened it that much times, they are removed.

2. Reply: If "When contact replies to my email then move to conversation" is checked, a simple "Thanks!" from the client will pull them out of the sequence immediately.

Pro Tip: The "Mandatory Exit" Workaround
The system currently requires you to select at least one Exit Condition. But what if you never want it to stop?

The Trick: Select a condition that is impossible to meet.
Example: Check the box for "When contact opens my email..." and set the number to 500. This satisfies the system requirement without actually stopping your emails.