Manage, test, and troubleshoot automations
Use this guide when reviewing existing Automation Rules or diagnosing why a rule did not run.
Manage rules
The Automation Rules list shows:
Column | Meaning |
|---|---|
Rule Name | The name and note for the rule. |
Trigger | The event source and condition that start the rule. |
Target | The action or visual flow that runs. |
Business Phone | The primary business number shown for the rule. |
Actions | Activation toggle and edit controls. |
Published rules are active. Draft rules are saved but do not run.
Edit a rule
Open a rule to update its name, action, trigger, phone scope, or advanced configuration.
Rules using the visual editor show a summary of their flow and an option to open the visual editor.
Archive a rule
Archiving removes the rule from normal use and pauses active triggers attached to it.
Archive a rule when it should no longer run.
Clone a rule
Cloning creates a duplicate automation and copies its triggers as drafts.
Use cloning when you want a similar rule but need to adjust the trigger, action, or audience before activating it.
Test safely
Before enabling a broad automation:
- Use a narrow trigger or test condition.
- Use a test contact.
- Confirm the action result.
- Check that the expected conversation, message, pipeline item, or AI handoff occurred.
- Broaden the trigger only after the rule behaves correctly.
Why a rule may not fire
Check these first:
- The rule is still in draft.
- The trigger is missing or archived.
- The event does not match the condition variables.
- The phone-number scope excludes the number that received the event.
- The payload is missing recipient data.
- A template or AI agent used by the action is no longer available.
- The rule uses a custom API topic that does not match the incoming payload topic. For pipeline-specific issues, see Pipeline automations.
Why a template action may fail
Check that:
- The WhatsApp template is approved.
- All required template variables are mapped.
- The recipient phone number is present.
- The delivery window allows sending now, or the message is expected to wait until the next opening.
When to use the full editor
Use the full editor for multi-step workflows, advanced triggers, API payload mapping, AI handoff, template sending, and custom conditions.