Editing Troubleshoot your automation (section)

== Step-by-step instructions for troubleshooting your automation ==

=== Contact was not added to my automation ===

1. **Check the timing of your automation creation**:
   - Did you activate the automation before or after the contact met the trigger conditions? Remember that triggers are not retroactive.
   
2. **Confirm the automation's status**:
   - Make sure your automation is set to '''Active'''. Contacts cannot be added to an automation that is inactive.
   
3. **Review concurrency settings**:
   - Check the '''concurrency settings''' of your automation to determine how many times a contact can enter it. If settings prevent repeated entries, the contact may not have been added.

4. **Inspect the triggers**:
   - Review the configuration of your triggers, including segments. Ensure the contact meets all conditions and check if the trigger is set to run '''Once''' or '''Multiple Times'''.

5. **Page visit triggers**:
   - If using a page visit for the trigger, verify that the URL matches the conditions established.

6. **Forms**:
   - If using a third-party form for the '''Submits Form''' trigger, acknowledge that this will not add contacts. Instead, opt for a '''Subscribes to list''' trigger.

=== An email was not sent to my contact ===

1. **View the contact's automation path**:
   - Understand how they entered your automation and pinpoint why an email was not sent. 

2. **Check contact status**:
   - Determine whether the contact is '''Unsubscribed''', '''Bounced''', or has an '''Unconfirmed''' status, as these will result in skipping the email action.

3. **List subscriptions**:
   - Ensure that the contact is subscribed to at least one list as sending is contingent on list membership.

4. **Email delivery issues**:
   - Acknowledge that emails might land in spam folders or secondary tabs in email clients (e.g., Promotions, Social in Gmail).

5. **Examine the automation order**:
   - If the contact moves through the automation before the '''Send Email''' action is configured, non-retroactive actions are affected.

6. **If/Else conditions**:
   - Investigate the '''If/Else''' conditions to ensure the contact met the required criteria.

=== The contact went down the wrong path in my “If/Else” statement ===

1. **Evaluate conditions in the “If/Else” statement**:
   - Ensure the contact fulfilled all necessary conditions before or after passing the step in question.

2. **Understand conditional logic**:
   - If using an '''Or''' condition, remember that only one of the conditions needs to be true. For an '''And''' condition, all must be true.

For further inquiries, don’t hesitate to contact the Customer Experience team.