Why isn't my flow working?
This article covers the most common reasons a Marketing Automation flow may not behave as expected — and what to do about each one.
The flow is not triggering — no profiles are entering
Most common cause: The Listen Node is set up correctly, but no profiles in your Audience currently match the trigger condition. |
Check the following:
Go to Audience and search for profiles that should match the trigger, easiest is to create a segment using the same criteria as in the listen node. If the list is empty, the data is missing or is not correct. This is not a flow problem.
If you're listening for a Form Submit event, make sure the newest version of the form is published and has received at least one submission since the flow was activated. If you can, try it with one of your own email addresses. Check if you have any extra conditions in the listen node, specific segment defined or only triggering on specific form data entry.
If you're using a Scheduled Trigger (daily/weekly/monthly), the flow runs once per cycle. Duplicate the flow and change the schedule in the listen node to enable a test run of the flow.
If you're listening for an Email Click or similar response data, confirm the email activity ID is correct, that the activity is live and that profiles have interacted with it. You may consider to create a segment using the same criteria.
Check that the flow status is Active (not Paused or Stopped).
The flow is active but profiles are not receiving emails
Check the email node statistics to make sure that profiles have entered the node with the right consent and that an email has actually been sent.
Check the Subscription setting under Flow Settings. Profiles without the required subscription consent will be skipped silently. Cross-check with a profile that you believe should have received an email to ensure consent is on profile.
If profiles are entering the flow but not reaching the Email Node, check whether a Check Profile Node or Split Node upstream is routing them to a different path or kicking them out of the flow.
Review Node Stats in the Canvas to see how many profiles are at each node. This will tell you exactly where profiles are stopping.
The same profile is entering the flow multiple times
Entry Limit warning: If Entry Limit is set to more than 1, a profile can re-enter the flow before completing their first journey. This can result in duplicate emails being sent. Please check your settings for the flow.
Go to Flow Settings and review your Entry Limit. For welcome flows and one-time campaigns, set this to 1.
You can check "Within a time frame" to limit the profile entry to x times during y time. This is useful when you want to allow profiles more than once but not too frequently.
To allow re-entry but prevent over-communication, you can also add a Check Profile Node immediately after the Listen Node. Set it to check whether the profile has entered this flow in the past X days. Route the 'Yes' path to an End Flow Node. See screenshot below.
A profile was cancelled from the flow unexpectedly
A profile with status 'Cancelled' in the Report has left the flow before completing it. This can happen for several reasons:
A Termination Tag was applied to the profile. Check your Flow Settings > Terminate section to see which tags are configured.
The profile entered a node where decisions are made how journey should proceed. If the profile is cancelled from a channel node (email or SMS) consent is either missing or has been withdrawn. This can happen if the profile unsubscribed from the email list used in the flow or the profile's consent was withdrawn while they were in the flow.
The flow was stopped while profiles were active in it and when the flow was reactivated - the decision was made not to allow profiles in the flow to continue. Option to remove below.
The flow paused or stopped — what happens to profiles already in it?
Paused | Stopped |
Profiles already in the flow are held at their current position. The Listen Node continues to bring new profiles in and they queue and wait. When you re-activate, all profiles continue from where they stopped if you choose that option | No new profiles enter the flow. Profiles already inside stop at their current position and remain there. When you re-activate, they continue from where they were. |
STOP: Use Stop if you need to change Consent Settings or plan to remove profiles from the flow before activating again.
PAUSE: Use Pause when you need to make design changes to an email or edit the flow path. The plan is to let profiles stay in the flow and continue the journey when the flow has been reactivated. |