Identify the last successful step before changing settings. A connected store does not prove the latest event arrived, and an event does not prove a workflow ran or a message was delivered.
Diagnose by symptom
| Symptom | Check first |
|---|---|
| Integration missing | Workspace, user permissions, and account feature availability. |
| Connection rejected or expired | Provider authorization, account access, and missing-permission messages. |
| Connected but no event | Correct store, supported event type, last event time, and available health-check results. |
| Event received but wrong order | Order reference, store identity, and contact-matching rules. |
| Order visible but no message | Workflow activation and conditions, customer consent, WhatsApp inbox, template, and send status. |
| Duplicate effects | Multiple workflows for the same event or retries without duplicate protection. |
Repair sequence
- 1
Capture limited evidence
Record provider, store, order or event ID, time with timezone, and the error. Redact customer data and credentials.
- 2
Use the relevant check
Run a connection check when available. For authorization issues, reconnect with an authorized account and verify the chosen store.
- 3
Validate one effect
After repair, verify one order or event. Do not replay a batch until you know whether some effects already occurred.
- 4
Follow the whole chain
Check event arrival, data update, and the intended action. Check message delivery separately from workflow execution.
When to contact support
Provide the expected and actual behavior, reproduction steps, time, and only necessary internal IDs through the appropriate support channel. Never send passwords, access tokens, or secret-bearing URLs.
Review integration scopeCheck order-confirmation setupTrace execution step by step
- 1
Pin down the case
Choose one reference and timestamp. Write the expected effect: a read, row append, or message.
- 2
Check the source
Did the event occur in the correct store/system? Is the file/store available in the current workspace?
- 3
Check the workflow
Review trigger, entry conditions, activation, and the failing step. Event receipt and the next action’s success are different checks.
- 4
Check the AI agent
Review enabled skill, selected files, instructions, and invocation record. Did the agent collect inputs before executing?
- 5
Check chat and external effects
Confirm the conversation and actual spreadsheet/store outcome. For a message, inspect delivery independently from integration success.
| Example | Next check |
|---|---|
| Sheets skill disabled | Check Add and sync and Google authorization before rewriting agent instructions. |
| AI says saved but no row exists | Inspect the tool result and file; require success evidence before confirmation. |
| Workflow missing in chat | Check manual trigger, published state, contact/channel filters, and agent permissions. |