Troubleshooting Workflow Settings

Overview

This guide helps you troubleshoot common workflow setting issues, including misfires, timing problems, unread messages, re-entry behavior, and communication delays. Use the sections below to diagnose and correct workflow behavior quickly.

1) Not triggering actions at the expected time

This usually happens when the Time Window setting is not configured correctly, or when scheduled actions fall outside the allowed window.

How to fix

• Open your workflow and click the Settings tab.
• Confirm the Time Window is set the way you intend (for example, Specific Time for business hours).
• Check that scheduled actions fall inside the window; otherwise they wait until the next valid window.
• Review Wait/Delay steps so they aren’t pushing actions outside the window.

2) Not respecting the contact’s timezone

This can occur if the workflow is using the wrong timezone option or if the contact record does not have a valid timezone stored.

How to fix

• In the workflow, go to Settings → Workflow Settings.
• Set Timezone to Contact Timezone to send based on each contact’s local time.
• If using Account Timezone, confirm that matches your strategy and expectations.

3) Not stopping when a contact responds

This occurs when Stop on Response is not enabled or when the reply channel doesn’t match what the workflow is monitoring.

How to fix

• Open the workflow and go to Settings → Workflow Settings.
• Turn Stop on Response ON if you want the workflow to stop when a contact replies.
• Confirm the contact is replying via a monitored channel (SMS replies for SMS steps, email replies for email steps).
• Review step-level options to ensure nothing is bypassing stop-on-response logic.

4) Automated messages appear unread in Conversations

This happens when Mark as Read is not enabled for workflow-sent messages.

How to fix

• Go to your workflow’s Settings tab.
• Find Conversation Management (or similar).
• Enable Mark as Read if you don’t want automated messages to remain unread.

5) Contacts aren’t re-enrolled after finishing

The Allow Re-Entry setting may be turned off, or the contact may still be considered active in the workflow.

How to fix

• Open the workflow → Settings → Workflow Settings.
• Turn ON Allow Re-Entry if contacts should be able to enter again from the same trigger.
• Confirm the contact has finished (or been removed). Active contacts won’t re-enter until their current run completes.

6) Workflow won’t execute if the contact is already inside

BizStackPro prevents multiple simultaneous executions of the same workflow for the same contact unless re-entry is enabled.

How to fix

• Enable Allow Re-Entry if the workflow is designed to run multiple times.
• Check the contact’s workflow status to confirm they aren’t currently In Progress.
• Use Remove from Workflow actions in other automations if you need to reset the contact before re-enrolling.

7) Contacts receive the first message only

This usually points to an issue with Wait steps, conditions, or opportunity limitations.

How to fix

• Review Wait steps and If/Else conditions to ensure contacts are not stuck.
• Confirm event-based waits (for example, “Wait until appointment booked”) are actually being fulfilled for those contacts.
• If using Opportunities, confirm Allow Multiple is configured correctly so pipeline rules don’t block progress.

8) Can a contact be in multiple workflows at once?

Yes. A contact can be enrolled in multiple different workflows at the same time. However, only one execution per workflow will run at a time for that contact unless re-entry is enabled.

Best practices

• Turn ON Allow Re-Entry when the workflow is intentionally designed to run multiple times.
• Use tags, custom fields, or opportunity stages to prevent conflicting automations.
• Separate unrelated logic (onboarding vs promotions) into different workflows for easier troubleshooting.