Troubleshooting: Workflow Not Triggering

Step 1: Verify the Workflow is Active

A workflow must be published before it can process contacts or inbound calls.

How to Check

1. Navigate to Workflows.
2. Locate the workflow.
3. Verify the status displays Active.

Common Issue

The workflow is still in Draft status.

Resolution

Click Review and Publish and activate the workflow.

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Step 2: Verify the Workflow Contains a Trigger

Every workflow must start with a trigger.

Supported Triggers

• Webhook
• Inbound Call

How to Check

1. Open the workflow.
2. Verify a trigger node exists on the canvas.
3. Confirm the correct trigger is being used.

Common Issues

• No trigger has been added.
• Wrong trigger selected.
• Workflow was created but never completed.

Resolution

Add the appropriate trigger and republish the workflow.

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Step 3: Verify the Workflow Contains an AI Call Action

A trigger alone will not place calls.

How to Check

1. Open the workflow canvas.
2. Confirm an AI Call action exists.
3. Confirm it is connected to the trigger.

Common Issues

• Trigger exists but no AI Call action is configured.
• Workflow nodes are not connected.
• AI Call action was removed accidentally.

Resolution

Add the AI Call action and connect it to the workflow path.

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Step 4: Verify Business Hours Settings

Workflows can be restricted to run only during configured business hours.

How to Check

1. Open the workflow.
2. Review the Business Hours setting.
3. Check whether:

Only run workflow steps during business hours

is enabled.

Common Issue

A contact is received outside configured business hours.

Result

The workflow will wait until business hours before executing workflow steps.

Resolution

Disable the setting if after-hours execution is desired.

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Step 5: Verify Contacts Are Reaching SalesAi

The workflow cannot run if the contact never arrives in SalesAi.

How to Check

1. Navigate to Contacts.
2. Search for the contact.
3. Confirm the contact record exists.

Common Issues

• CRM automation did not run.
• Zapier workflow failed.
• n8n workflow failed.
• Webhook request failed.

Resolution

Review your integration and verify the contact was successfully sent to SalesAi.

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Step 6: Verify the Correct Workflow is Receiving Contacts

A contact may be reaching SalesAi but not entering the workflow you expect.

Common Issues

• Wrong webhook URL used.
• Integration connected to an older workflow.
• Multiple workflows exist for the same use case.

Resolution

Confirm the integration is sending contacts to the intended workflow.

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Step 7: Review Activity Logs

Activity Logs provide visibility into workflow execution and call activity.

How to Check

1. Navigate to Activity Log.
2. Search for the contact.
3. Review the activity timeline.

Look for:

• Workflow execution
• Call attempts
• Call failures
• Call outcomes
• Errors

Common Issue

The workflow triggered correctly, but the call failed afterward.

Resolution

Use the Activity Log details to identify the failure point.

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Step 8: Verify Phone Number Formatting

Even when a workflow triggers successfully, an invalid phone number can prevent calls from being placed.

Recommended Examples

+13172223333

or

3172223333

depending on your integration requirements.

Common Issues

• Missing country code
• Invalid characters
• Extra spaces
• Incorrect number length

Resolution

Correct the phone number formatting and retest.

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Step 9: Test With a New Contact

Testing with a brand-new contact helps eliminate issues caused by previous workflow history.

Recommended Test

1. Create a new test contact.
2. Send the contact through your integration.
3. Verify the contact appears in SalesAi.
4. Review Activity Logs.
5. Confirm the workflow executes.

Common Workflow Issues

Still Need Help?

Please email support@salesai.com with:

• Workflow Name
• Workflow Screenshot
• Contact Name
• Contact Phone Number
• Approximate Test Time
• Activity Log Screenshot
• Integration Screenshot (Zapier, HubSpot, n8n, etc.)

Providing this information allows our team to identify workflow issues more quickly.