Infinity3 Help Centre

Start by checking whether the contact entered the workflow. Then review what happened at each step.

Check publication and entry

1. Open Automation → Workflows.
2. Select the workflow and confirm it is published.
3. Check the trigger and every filter against the actual event.
4. Open Enrollment History and look for the contact.

If the contact didn’t enter, check its previous participation, re-entry settings and whether it is already active in the workflow.

Check the actions

Open Execution Logs, find the relevant run and review its details.

Look for:

• A wait step that hasn’t finished.
• A condition that sent the contact down another path.
• A skipped or failed action.
• Missing data or a disconnected service.

Read the error before changing the setup.

If a message wasn’t received

Check the recipient details, communication preferences, sending service and message status. An executed action does not always mean the recipient received the message in their inbox.

Test the fix

Save the correction and use a dedicated test contact. Check the logs and expected result before relying on the workflow again.

Things to know

• Manual test entry does not verify the live trigger.
• Other workflows may also act on the same customer.
• Avoid repeatedly enrolling real customers to investigate an issue.

If it continues, contact Infinity3 with the workflow name, contact, event time and relevant error details.