Troubleshooting Workflow Settings

Created by PX Marketing, Modified on Tue, 19 Aug at 6:36 PM by PX Marketing

Overview

Workflows in PXME automate customer communication and task execution. If a workflow isn’t behaving as expected, the issue often comes down to configuration settings such as time windows, re-entry permissions, or conversation triggers. This guide outlines the most common workflow problems and provides step-by-step solutions to fix them.

Q1: Why is my workflow not triggering the actions I expect based on the set time window?

A1:
This usually happens because of the Time Window setting.

How to Fix:

Navigate to Settings > Workflow Settings.
Check if the Time Window is set to Any Time or Specific Time.
If using Specific Time, ensure your scheduled actions fall within that window; otherwise, they will be delayed until the next available slot.

Q2: My workflow actions do not respect the contact's time zone. Why is that happening?

A2:
The workflow may be using the Account Timezone instead of the Contact Timezone.

How to Fix:

Go to Settings > Workflow Settings.
Verify the Timezone setting.
Select Contact Timezone to send based on each contact’s time zone.
Select Account Timezone if you prefer to follow your business’s time zone.
Make sure contacts have a valid time zone on their record.

Q3: Why isn’t my workflow stopping when the contact responds to a message?

A3:
The Stop on Response setting may not be enabled, or the response type may not match.

How to Fix:

In Workflow Settings, verify that Stop on Response is turned ON where needed.
Make sure the contact is replying through a supported channel (SMS, Email, Messenger, etc.).
Adjust the workflow’s stop triggers if needed.

Q4: Why are my automated messages appearing as unread in the conversation tab?

A4:
This happens if the Mark as Read setting is not enabled.

How to Fix:

Go to Settings > Workflow Settings.
Under Conversation Management, toggle Mark as Read ON.
This will automatically mark workflow-generated messages as read.

Q5: My contacts are not being re-enrolled into the workflow after completing it. What’s wrong?

A5:
The Allow Re-Entry setting may not be activated.

How to Fix:

Go to Settings > Workflow Settings.
Turn ON Allow Re-Entry for the workflow.
Remember: re-entry only works if the contact is no longer active in the workflow.

Q6: Why isn’t my workflow executing if the contact is already in the workflow?

A6:
The contact is still marked as active, and Allow Re-Entry may not be configured.

How to Fix:

Verify if the contact is still active in the workflow.
Remove them or wait until they complete the workflow.
If you want them to re-enter, enable Allow Re-Entry in settings.

Q7: Why are contacts not receiving communication after the first message in my workflow?

A7:
This usually happens if Wait Steps are misconfigured or if the Allow Multiple Opportunities setting conflicts with your workflow.

How to Fix:

Review Wait Steps to ensure delays between messages are correct.
If using multiple opportunities, check that Allow Multiple Opportunities is enabled in workflow settings.

Q8: Can I send multiple workflows to the same contact simultaneously?

A8:
By default, one workflow runs per contact at a time. However, you can use Allow Re-Entry or separate workflows for different purposes.

How to Work Around:

Enable Allow Re-Entry if the contact should re-enter after completion.
Create separate workflows for distinct actions that won’t overlap.