Resolving Automation Failures
Not every failed automation needs to be rerun. Sometimes the issue has been handled manually, or the failure isn't relevant anymore. In these cases, you can resolve the failed run to mark it as done and unblock any automations waiting behind it.
When to use Resolve
The Resolve button appears on a failed automation run when that failure is blocking other automations from running — typically on an email thread where newer emails are waiting in the queue.
Use Resolve when:
You've already handled the outcome manually (e.g., created the record yourself, forwarded the email to the right team).
The failure isn't relevant — the email was a duplicate, spam, or no longer needs processing.
You want to unblock the queue without re-processing the failed automation.
If the automation failed because of a fixable issue (like a misconfigured step or missing data) and you want it to actually run, use Rerun instead.
How to resolve a failed automation
Open the workflow and go to the Run History tab.
Select the failed run.
Click Resolve in the run detail view.
A dialog opens:
Enter a reason explaining why this run is being resolved without rerunning (e.g., "Handled manually — order created directly" or "Duplicate email, no action needed").
Click Mark as Resolved.
What happens after resolving
The failed run is marked as skipped. It won't be retried automatically.
Your name, the timestamp, and your reason are recorded on the run for audit purposes.
If this failure was blocking an email automation queue, the queue is unblocked — any automations waiting for newer emails on the same thread will start processing immediately.
Resolve does not redo any of the work the automation was supposed to do. If the automation would have created a record, sent an email, or updated an order, that work is skipped entirely. Make sure you've handled it another way before resolving.
Resolve vs Rerun vs Skip — which one do I need?
Action | Where you find it | What it does |
|---|---|---|
Resolve | Failed run in workflow History | Marks the run as skipped, unblocks the queue. No re-processing. |
Rerun | Failed/skipped/cancelled run in workflow History | Creates a new run from a chosen step, optionally on a newer workflow version. |
Skip (via Automation Trace) | Email thread sidebar → Show Automation Trace | Skips a stuck task in the email correlation queue. Works at the queue level, not the individual run level. |
Rule of thumb:
The automation should run again → Rerun
The automation doesn't need to run, but it's blocking other emails → Resolve
You can't find the specific run, or multiple emails are stuck → open Automation Trace and Skip from the email thread sidebar
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