My Workflow Shows an Error

When a workflow shows ERROR status, it has stopped processing messages. Here's how to diagnose and fix it.

Step 1: Check the logs

Go to Dashboard → Workflows, open the workflow, and click View Logs. Read the most recent error entries — they usually identify the specific step that failed and why.

Common causes and fixes

Integration credential expired or revoked

If the log shows an error from a connected service (e.g. a 401 or 403 from your CRM or calendar), the API credential has been revoked or expired. Go to Dashboard → Integrations, open the affected integration, update the credentials, and restart the workflow.

Help Desk inbox not configured correctly

If the log shows a Help Desk connection error, open Dashboard → Integrations → Your Integrations, find your Help Desk integration, and click Test Connection. If it fails, check that your Help Desk URL and credentials are still correct.

Knowledge base link missing

If the log shows a knowledge base retrieval error, verify the knowledge base is still linked to the workflow. Go to Dashboard → Workflows → [your workflow] → Knowledge Bases.

Workflow needs a restart after configuration changes

After editing a system message, changing an integration, or re-linking a knowledge base, the workflow may need a restart to pick up the new configuration. Click Restart on the workflow.

Step 2: Restart the workflow

After fixing the underlying issue, click Restart on the workflow. The status will briefly show PENDING before returning to ACTIVE.

If the error persists

Copy the error message text from the logs and include it when contacting support. The exact error text speeds up diagnosis significantly.

What's next

How to View Workflow Logs — read logs in more detail
How to Contact Support — escalate if the error persists