Logs, templates and troubleshooting
Reading execution logs
Open View Logs from an automation's row menu to see every time it ran. Each row shows the contact (or "Unknown contact" if it can no longer be resolved), the triggering event, how many steps ran, and a relative timestamp. Click a row to expand it.
Every run ends in one of three statuses:
| Status | Meaning |
|---|---|
success | Every step in the run finished without an error. |
partial | The run paused at a Wait step and is waiting for the automation cron to resume it — not an error. See Conditions and waits. |
failed | A step threw an error. The error message is shown above the step list, and any steps before the failure still show as completed. |
Each step's own result line is prefixed with an em dash, for example
— waiting 10 minutes for a wait step, or — tag vip added for a tag step.
A run with no recorded steps shows "No steps recorded." instead of a list —
this can happen for a trigger that matched but produced an empty step tree.
Quick-start templates
Four templates are available from Automations → Create Automation (shown whenever the account has fewer than three automations) and can also be opened directly by URL from a template's tutorial link:
| Template | Trigger | Steps |
|---|---|---|
| Welcome Message | First Message from Contact | Send Message → Add Tag |
| Out of Office | New Message Received | Condition (Time of day) → Yes: Send Message |
| Lead Qualifier | Keyword Match (pricing, quote, buy) | Send Message → Wait 10 minutes → Assign Conversation (round-robin) |
| Follow-up Reminder | New Message Received | Wait 1 day → Send Message |
Walkthroughs exist for two of them: Out-of-office reply and Lead qualifier.
Troubleshooting
My automation never runs at all. Check three things in order: the automation's Active switch is on; its trigger type isn't one of the three that don't fire yet — Tag Added, Conversation Assigned and Time-Based (see Automation triggers); and, for Keyword Match, that the message actually contains (or, for Exact, equals) one of the configured keywords — matching is case-insensitive by default.
My Keyword Match automation matches messages I didn't expect.
Contains matches the keyword anywhere in the message, so a keyword like
buy also matches "buyer" or "standby." Switch to Exact if the whole
message needs to equal the keyword.
A run is stuck on partial.
It's paused at a Wait step, waiting for the automation cron to resume it
— this is expected, not an error. If it stays partial far longer than the
configured wait, that's worth reporting to support.
My Send Webhook step always fails or the URL field rejects what I typed.
The URL must be http:// or https://, and can't point at a private or
internal address — that request is refused before it ever leaves Relay.
Double-check the endpoint is public and reachable. Also see
Step reference for two Send Webhook gotchas: its
own Body template placeholder example uses {{ contact.id }}, which
isn't actually interpolated (it always renders empty), and there's currently
no builder field for custom Headers even though the engine supports
them.
{{ vars.x }} shows up literally empty in my message.
That's expected in automations — nothing populates vars here. See
Step reference for what's actually supported, and
consider a flow if you need to capture and reuse something
the customer typed.
Round-robin assignment isn't picking anyone. Round-robin only rotates across owners, admins and agents on the account. If there's no one eligible, or the assignment RPC is temporarily unavailable, the step logs "round-robin unavailable" or "no agent resolved" and moves on without failing the whole run.