Review automation Run History
Every time an automation rule fires — whether it succeeds, fails, or has no conversation to attach to — it leaves a row in Run History. This is the place to answer “did this rule run, and if not, why not,” without digging through individual conversations one at a time.
Before you start
- Admin permissions to view automation rules
- A read of What are Automations? helps if you’re new to rules, triggers, and actions
Open Run History
- Go to Settings → Automation Rules.
- Click the Run History tab.
You’ll see every run for the tenant, newest first — across all rules, not just one. Runs are loaded 100 at a time; click Load More at the bottom of the list to pull the next page.
Filter the list
Two filters narrow what you’re looking at:
- Status — All, Success, or Failed. Use Failed to jump straight to the runs worth investigating.
- Date range — a day-range filter for narrowing to a specific window (for example, “since yesterday” when chasing down a report from support).
Both filters apply together, so you can ask for “every failed run in the last three days” in one view.
Reading a row
Each row shows the rule, the trigger that started it, when it ran, and its status.
- Failed runs show their error message inline on the row, so you don’t have to open anything else to see why the run didn’t complete.
- Successful runs show as such even if an earlier attempt on the same event failed — if a rule retries and eventually succeeds, the row reflects where the run ended up, not every attempt along the way.
Opening the related conversation
If a run is tied to a conversation, the row links out to it — click through to see the conversation in context, including the messages and any actions the rule took.
Some runs aren’t tied to a conversation at all. Triggers scoped to a contact rather than a conversation (for example, a rule that reacts to a contact being created or updated) still show up in Run History, but the row shows a dash instead of a conversation link — there’s nothing to open, because the run never touched a conversation.
Troubleshooting
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Symptom: A rule seems like it isn’t working, but Run History shows nothing for it. Fix: Check your status and date range filters — a narrow range or a Success-only filter can hide the run you’re looking for. Widen the range or switch the status filter to All.
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Symptom: A row shows a failure but the error message doesn’t say much. Fix: The error text is the raw message from wherever the failure occurred (a provider, an integration, or an internal check). If it’s unclear, note the rule name and the run’s timestamp and pass those along when asking for help — the run’s status is kept indefinitely even if the detailed text is eventually cleared.
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Symptom: A run has no conversation link and you expected one. Fix: Confirm the rule’s trigger. Contact-scoped triggers never carry a conversation, so a dash there is expected, not a bug.