Workflow Errors

Something went wrong with your workflow? This page covers the most common issues and how to fix them.

You expected the workflow to trigger, but nothing happened.

Check these things in order:

Is the workflow published? Open the workflow in the editor and check the publish toggle in the top toolbar. If it says "Unpublished," toggle it on.
Is the trigger configured correctly? Click the trigger step and check the Configuration tab. For Email Received triggers, make sure the email type matches (New Email, Reply Email, or Always Run).
Did the trigger event actually happen? For email triggers, check the Emails section to confirm the email arrived. For order triggers, confirm the order was created/updated.
Is the workflow on the right team? Workflows only trigger on events for their team. An email to logistics@... won't trigger a workflow on the Procurement team.

The workflow ran, but one step shows an error.

Open the workflow and click the failed step on the canvas.
If the workflow is not yet published - Go to the Test tab to see Error Details (shown in red).
If this occurs on a production workflow, go to the workflow execution (from the gear icon on the top right part of the screen) - and check the step that failed
Check Data In — was the right data passed to this step?
Check Data Out — did the step produce any partial output?

Common causes:

Missing data — a template variable references a field that doesn't exist in the previous step's output (e.g., {{AI_EXTR.output.order_number}} but the AI didn't extract an order number)
Invalid data format — a step expects a date but received text, or expects a number but got a string
External service down — for integration steps, the external system may be temporarily unavailable

Emails are arriving but the workflow doesn't start.

Check the email address — confirm the email was sent to the correct team address (e.g., procurement@yourcompany.glacis.com, not a personal address).
Check the trigger type — if the trigger is set to "Receive Reply Email," it won't fire on new incoming emails. Switch to "Always Run" or "Receive New Email."
Check if another workflow already processed it — if the email shows a "Processing" badge or has linked automations, another workflow may have handled it first.

The AI extracted the wrong data or classified incorrectly.

Check the prompt — open the AI step's Configuration tab and review the prompt. Is it specific enough? "Extract order data" is too vague. "Extract the PO number, seller name, and line items with quantities and unit prices" is better.
Check the expected output schema — does the JSON schema match what you actually need? Missing fields or wrong types cause the AI to guess.
Check the test data — in the Test tab, review what data went in. If the input was garbage, the output will be too.
Try voting — for critical extractions, enable voting with multiple AI models to improve accuracy.

The fastest way to improve AI results is to refine the prompt with specific examples of what you expect.

The workflow ran but no order appeared.

Check the Create Order step — click it and review the Test tab. Look for errors in the output.
Check required fields — the order needs at minimum an order type and order number. If the AI extraction didn't produce these, the step fails.
Check for duplicates — if the order number already exists and the step isn't configured for "create-or-update" mode, it will fail rather than create a duplicate.

This is the best way to diagnose issues — you can see exactly what happened at each step.

If you've checked all of the above and the issue persists:

If you have questions or run into issues, we're here to help: