One of the most versatile features of the Kustomer platform are Workflows. Workflows can automate a variety of tasks and processes in your platform by creating rulesets that trigger certain actions based on predefined conditions. While incredibly powerful, due to the complexity of the feature, a variety of errors and unintended events can ensue if a Workflow does not run as expected. There are several different types of errors that you might encounter within a Workflow. Additionally, while some Workflow issues are not related specifically to errors, there are situations where you might have seen a Workflow only partially complete or travel down the incorrect flow. Understanding these types of issues and how to account for them can help make your Workflows more accurate and less likely to deviate from the intended path. Workflow Actions & Conditions Before going into specific types of Workflow errors, it would be important to touch on view logs, which are imperative when troubleshooting Workflow errors. In a blog post from a few weeks ago, we discussed the concept of view logs and how to dig through them in order to create Workflows. In addition to what is discussed in that article, Workflow logs are also vitally important when troubleshooting any issues you encounter related to your Workflow. For more on how to access view logs as well as the types of data they can speak to, you can reference the blog post linked above. Our help center also contains information related to using these logs as well as Workflow errors to debug any issues. You can find information here with great context about the general troubleshooting of Workflow errors. In this blog we will be more granular regarding specific issues you may run into and how you can verify an issue in your Workflow even if it might not have registered as an error. The Workflow below is designed to add an ‘Email Team’ tag to new conversations that come in through that channel. Additionally, this will also do the same thing for chats with a ‘Chat Team’ tag. If we have our view logs activated at the time the Workflow runs, we can verify the steps the Workflow ran through when inspecting the view logs related to that interaction. In the screenshot below, we can verify that the Workflow made it to its final step and added the tag to the conversation as we can see both steps of the Workflow were successful. In cases where we have a Workflow that branches into different paths, we can also verify the specific path the Workflow traveled through based on the steps highlighted in the logs. In instances where a Workflow does not run as expected, we can generally see one of three scenarios come into play: Scenario 1: The Workflow Does Not Satisfy a Condition In this scenario, a Workflow would not reach the end of one of its branching paths. As we can see on this Workflow, each branch has a total of two action steps it would need to run through in order to fully complete. In this case, the Workflow logs only display one action step as completed. Check the conditions the Workflow should have run through and verify where a discrepancy could have been encountered from the data sent through the view logs. For larger Workflows, this would be the branch of conditions directly after the last action step completed. Scenario 2: The Workflow Travels Down the Incorrect Workflow Path In some cases, upon inspecting the Workflow’s view logs, you might observe the Workflow traveling down an unintended path. This could be due to one of two reasons: The first (intended) path of the Workflow was not satisfied, so the Workflow ran down the next available path. The Workflow satisfies multiple conditions in the same condition branch. In these cases, the Workflow will travel down the condition it satisfies closest to the left of the condition branch, which might not be the branch you intended for it to travel down. The fix for both of these would roughly be the same. Ensure that in a specific scenario, a Workf...