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Understanding Workflow Status
What each workflow status means and when to take action
Every workflow has a status that tells you whether it is processing customer messages.
Status meanings
- ACTIVE — the workflow is running and will respond to customer messages
- INACTIVE — the workflow is stopped; customers who message will not receive an AI response
- PENDING — the workflow is being set up (usually right after creating a support chat); no action needed
- ERROR — the workflow encountered a problem and stopped. Check the workflow logs for details.
When to check the status
If customers report that the chatbot isn't responding, the first thing to check is whether the workflow is ACTIVE. Go to Dashboard → Workflows and look at the status column.
What's next
- How to Start, Stop, or Restart a Workflow — control when the AI is live
- How to View Workflow Logs — diagnose errors quickly
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