Automated Workflow isn't working

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I had created a sign-up form to place on our website, then I created an email that would be generated immediately whenever someone completes the form, and set all that up through automation workflows. It had been working for the past week, and now it has stopped working. I canceled that workflow and created another one (just like it) and that one isn't working either. Is something going on with the automation process?
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Planetree

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Posted 2 years ago

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Sam Collis, Customer Support Specialist

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Hi there!

I definitely want to get to the bottom of this but I'll need a couple more pieces of info from you to do some testing on my end.  I'll ask you for the following information before I proceed with troubleshooting this one:
  • Name of the signup form that you're using.
  • Name of the workflow it's associated with.
  • The URL of your website that the form is located on.
  • Are you using any integrations with the form?
It would also be useful to know what indication there has been to elude to the form not working.  What I mean specifically is:
  • Have folks signed up and then told you they haven't received the corresponding mailing?
  • Have you been testing it and haven't been able to get it to fire?
  • Are you able to provide me with any examples of contacts that did not receive the workflow?
Once I have that additional information I'll be able to go ahead and do some testing.  I'll keep a close eye out for your response :)



   
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Planetree

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Hi Sam,
Here you go:
Name of the signup form that you're using. - Designation Public Comment Form
Name of the workflow it's associated with. - I've set this up twice now; Designation Public Comment Jan 2017 & Designation Public Comment Jan 2017 v2 102717
The URL of your website that the form is located on. - http://planetree.org/person-centered-...
Are you using any integrations with the form? We do integrate with Salesforce

Have folks signed up and then told you they haven't received the corresponding mailing? Yes, a number of times after we knew that it had been working successfully
Have you been testing it and haven't been able to get it to fire? Yes, when we try it, we get the email that thanks us for updating our profiles, but no automated email. One of my colleagues was able to get it to fire if she clicked on the link in that email that thanks you for updating your profile, which seemed really strange.
Are you able to provide me with any examples of contacts that did not receive the workflow? me, kandazola@planetree.org, after a test. And, my two colleagues after testing; cdavies@planetree.org, sguastello@planetree.org
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Sam Collis, Customer Support Specialist

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Hi again,

Thank you so much for passing along all that information.  I was able to do some testing in your account and it looks like something is not working as intended.  A contact that pre-exists in your audience should be able to enter that workflow based on how it is set up.  In this case a new contact is able to enter the workflow but a contact that is already in your audience cannot.

I've passed this on to our Dev team for some further investigation. I'm expecting to have a little more information in the coming day or so, I'll be sure to reach out when I do.
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Planetree

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Thank you, Sam! Please let me know when there is resolution.
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Sam Collis, Customer Support Specialist

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As it turns out this is a bug that's just popped up in the system.  Our developers are aware of it and are looking towards a resolution.  That being said, since I don't have an ETA at this point I wanted to guide you through a workaround that will essentially have the same effect.  It will only take a few moments to set up and the net result will be the same.

Given the nature of the bug and what you're using the workflow for, adding a simple checkbox field and creating a new workflow using a field change trigger instead will work the same. When that field changes it will trigger the corresponding email.  I'll outline the steps for you below:

1. The first thing we'll want to do is create a new contact field that we can add to the "Designation Public Comment Form".  A radio button or checkbox will provide the same result but you may prefer one aesthetic over another.  You might want to have something as simple as "Check the box to receive our Designation Revision download" or something along those lines.

Although I can see you already have a bunch of fields set up, I'll still leave this here just incase you need a refresher.

2.  You'll want to make sure the new field isn't hidden from the form you're using by heading to that form in your "classic forms" section and unchecking the "hidden" button -- be sure to make it required.

3.  Now that we have a form setup we'll want to create the new substitute workflow.  The only thing different will be that we'll use a field change trigger instead of signup, and the field will be either the one we just created or any field that is unique to this form.  The reason the field needs to be unique to this form is so that it's not changed from another source, thus triggering the workflow.  

You can set up the field change to trigger when the value is changed from anything to anything that email should trigger!

I hope that helps as a workaround for now, I'll be sure to reach out when I receive word that this has been resolved and we definitely appreciate your patience here.

And please don't hesitate to ask me any questions around this!
(Edited)
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Meaghan, Champion

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Following this thread as I seem to be having a similar problem with automated workflows not firing. They seem to be firing occasionally, but the number of sent emails in the response section is much lower than it should be. 
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Grey Stepp, Support Team Manager

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Hey Meaghan, 

Thanks for reaching out!   I'll go ahead and create a case for you as well for this.  

Can you let me know the specific sub and workflow you're seeing this in, so we can track / do some testing? 
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Meaghan, Champion

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Sure thing: I noted it inside our account "Rob Wagner for School Board". It appears that both of the workflows in that account aren't triggering as often as they should be (that is, they're tied to signup forms that put signers into a specific group, and the number of sent messages don't match up at all with the group membership numbers). 

I should also note that it looks like I goofed on the "endorsements" workflow and activated it twice initially. I'm not sure if that complicates matters, but thought I'd mention it here (I deleted the second copy of the workflow this morning).
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Grey Stepp, Support Team Manager

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Thanks Meaghan!  

I went ahead and tested it out and yeah, the workflow won't fire for contacts that are already in the account, so that may be accounting for that.  

I'll add you to the list and we'll notify you as soon as we get this bug worked out.  
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Meaghan, Champion

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Hey Grey, so we've got a ton of clients who have workflows set up that are currently broken because of this bug. We routinely use signup forms to gather information from contacts who are already in our system, so this is a problem for us across the board, and while you've presented a workaround solution, that actually reflects a monumental effort on our part across all our clients and all their workflows to make them work. Do you have an ETA for a fix? 
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Marketing

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Hello - I am also experiencing the same issue with a form that is tied to the Emma plugin on Wordpress. For this reason, unfortunately I don't believe that the workaround you presented above will work since this plugin only allows email, first and last name on the form. 

Passing along the same info you requested for the original poster:
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Grey Stepp, Support Team Manager

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Hey there!   I wanted to let you know that I just sent an email with some information about some testing I did for your workflow.  

Cheers!
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Grey Stepp, Support Team Manager

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Hey folks!  Good news here!  I just got word that this bug has been squashed! 

Sorry for any inconvenience, but you should see that working as expected now!

- G
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Meaghan, Champion

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I just did a test and confirmed the good news! Thank you! I'm so relieved I don't have to recode all those forms.
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Brand Innovation Group

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Perhaps this bug has resurfaced? I am experiencing the same issue in my testing. Anyone else still have this issue?
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Grey Stepp, Support Team Manager

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Hi there, we haven't had reports of this bug resurfacing.  Can you tell me a bit more about what you're experiencing?   I'll need the sub-account name, the workflow name, etc.  
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Langdon Publishing

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I'm having the exact same issue now. Through the sign-up form, you get a subscription confirmation email, but the automated workflow does not fire. We're trying to incentivize a Valentine's Day freebie and we can't do that if the automation won't work!
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Grey Stepp, Support Team Manager

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Hey there!  I popped into your account and tested it out.  Looks like it is running fine and there's been nearly 30 signups using that form.  

I do know that yesterday we had some delays in our automation sends due to high volume.  Perhaps that's what we were seeing?   

Everything does appear to be working properly now and I got the first message within a few seconds of signing up.  
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SeeMore Putters

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I am having the same issue with our automation email.  It is called "SeeMore Owners Club - follow up".  We have a sign up form on our main page at SeeMore.com but when someone signs up they do not received the follow up email.  Can you take a look when you get a chance?  Thanks.
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SeeMore Putters

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disregard.  I believe it is know working.  If I have any other issues I will reach back out.  Thanks again.