Sequence Troubleshooting

Check first:

• Sequence status is Active
• Sequence has at least one step
• Correct trigger path is used (event-based or execute API)

If using API execution, verify request validation and scopes.

Confirm:

• Trigger type is Event-Based (Automation)
• Trigger event matches the response outcome
• Sequence is active
• Response has a linked contact

Common causes:

• Contact unsubscribed
• Review request skipped due to Skip Reviews for Detractors
• Sequence paused during delayed execution

Validate:

• Contact has valid phone format
• SMS quota is available for the organization
• Channel strategy and step type are correct

Validate:

• Webhook URL is set on that step
• External endpoint responds quickly
• Endpoint accepts JSON POST payloads

Remember: webhook failures are non-fatal and do not stop sequence execution.

If Scheduled is selected, verify your runtime path before production use. For guaranteed execution today, use:

• Event-based triggers
• Execute APIs

1. Pause sequence
2. Fix configuration
3. Run test enrollment with small sample
4. Review outcomes
5. Reactivate

For setup guidance, go back to Creating Your First Sequence.