Infinity3 Help Centre

When a contact has entered a workflow but an action fails, use the execution details to identify the problem before trying again.

Before you start

You’ll need access to the workflow and an example contact. Note the time of the failed action and what you expected it to do.

Inspect the failed step

1. Open Automation → Workflows and select the workflow.
2. Open Execution Logs.
3. Find the affected contact and run.
4. Locate the failed action and select View Details.
5. Read the error and review the surrounding steps.

Use Highlight Contact Path, where available, to see the route through the workflow. Use Go To Action to open the relevant step in the builder.

Check the cause

Depending on the error, review required contact data, action settings, connected accounts and the external service involved.

Distinguish a failed action from a contact waiting at a scheduled step or taking a different branch. For messages, also check the sending and delivery status.

Correct and test

Save the correction and test with a dedicated contact. Confirm both the log result and the intended outcome.

Do not assume editing an action automatically reruns a previous failure. Before any retry or manual re-enrolment, check which earlier actions succeeded so you avoid repeating messages or tasks.

If you need help, contact Infinity3 with the workflow name, contact, action name, timestamp and exact error. Remove passwords or access tokens from screenshots.