When an automation is running, you may run into situations where contacts don't move through the funnel, get error statuses, or don't pause after a reply. This is usually caused by mistakes made while building the automation. In this article, we'll go through the most common logic mismatches and the steps to resolve them.
After the connection request was sent, all contacts got the Failed status
Possible cause
The Wait for Connection trigger is not set
🟡 Note: After the Send connection request node, you must always add the Wait for connection trigger. It lets the system monitor the request status for a set period of time and distribute contacts into the appropriate automation branches.
Consequence
If this trigger is missing, the system immediately tries to send the next message to a contact who hasn't accepted the request yet. An error occurs, and contacts on the message node get the Failed status.
Solution
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Add the Wait for connection trigger right after the Send connection request node.
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Under the Not connected branch, make sure to add the End automation node that finishes the automation.
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After that, restart the contacts on the message node that ended up with the error status: click the number next to the Failed status, select all contacts in the modal window, and click the Restart from top button.
The contact accepted the request, but no messages are being sent
Possible cause
The waiting time in the trigger is too short
🟡 Note: In the Wait for connection trigger settings, you specify the number of days you're willing to wait for the request to be accepted. Sometimes users set a limit that is too short (for example, 1 day).
Consequence
If the waiting time runs out and the contact still hasn't accepted the request, the system sends them to the Not connected branch. Even if they accept the request later, the system will no longer be able to move them back to the Connected branch and into the message sequence on its own.
🟢 Tip: We recommend setting a longer time period in the trigger to increase the chances of the request being accepted. Statistically, most requests are accepted within the first 14 days - so you can set the same waiting time in the trigger.
Solution
If contacts have already ended up in the Not connected branch because of a too short time period, you can bring them back into the process.
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Increase the waiting time in the Wait for connection trigger.
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When saving the settings, make sure to select the option to apply the changes to existing contacts (Apply updates).
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On the node where the contacts are currently sitting in the Not connected branch, click the number next to the In progress status.
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In the modal window, select all contacts and click Restart from top.
🟡 Note: Before you restart (Restart from top), make sure to check which node the contact is currently on. The Not connected branch may also contain communication nodes (for example, sending an Email or InMail) that the contact has already passed, and in such cases a restart may not be appropriate. -
The contacts will move back to the start of the automation. The Send Connection Request node will be skipped (since the request has already been sent), and the contacts will end up on the waiting trigger again, but now with more time available.
Contacts are stuck with the "In progress" status and don't perform tasks
Possible cause
The manual task execution type is set
🟡 Note: By default, communication and contact interaction nodes have the automatic task execution type set. Users can accidentally switch it to manual mode.
Consequence
Such tasks won't be performed by the system on its own. They will appear in the manual tasks menu, and you'll have to perform the task yourself and then confirm that it's done — otherwise the contact won't move to the next node.
Solution
To change the task execution type, open the node settings, select the Automatically mode, and save the changes.
🟡 Note: Please note that the new node settings won't apply to tasks that already have the manual status. You need to perform these tasks and mark them as completed manually.
For details on handling manual tasks, read the article: [Working with Manual Tasks].
The automation doesn't stop after a reply
Possible cause
The "Send always" toggle is enabled on the communication nodes (Send Message, Send Email, Send InMail)
Consequence
The enabled Send Always feature makes the system send the message in any case, regardless of whether there's a reply or the "Automation paused after reply" status.
Solution
If you enabled this toggle by mistake and want the system to react to replies correctly again:
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Turn off the toggle in the node settings.
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When saving the settings, make sure to select the option to apply the changes to existing contacts (Apply updates).