Workflow action troubleshooting

Use this page when an Aloware action in a HubSpot workflow doesn't complete. Almost every failure is one of four things: the user has no personal line, HubSpot holds the contact's phone number on more than one record, the phone field picked in the action is blank on the contact it resolved to, or none of the associated contacts carry the association label you chose.

Each case below says how the system reacts and what to change so the next run goes through.

No personal line on the user

When Send As points to a specific agent or to a Contact Owner, and that user has no personal line, Aloware can't send the SMS. You'll see one of two notifications:

• The selected line has no number
  "We don't have a usable phone number on the selected line."
• The contact owner's user has no personal line routed to them
  "Please associate a personal line with this contact to ensure smooth message delivery."

Tip: if send as depends on the contact owner, pick an explicit phone number field as well, so the action has something to fall back on.

Error scenarios at a glance

Finding the logs

Each run of an Aloware action in a HubSpot workflow is recorded, so you can always go back and check it.

Open the workflow in HubSpot and switch to its history. Every contact that passed through has its own list of entries.

An entry shows:

1. A one-line summary of the outcome (such as "SMS sent successfully" or "Contact saving issue").
2. When the action ran (date and time).
3. Which phone number was used.
4. A reference ID for the action, which Aloware support can use to look it up for you.
5. A severity label: info means all good, warning means worth a look, error means it failed.

To see only the problems, filter to warning or error.

The four statuses

Once Aloware is done with an action, HubSpot puts one of these next to it:

1. Successfully processed HubSpot workflow event - it ran cleanly.
2. Partially processed HubSpot workflow event - part of it ran, and part was skipped or used a fallback (say the Deal Owner wasn't found, so the Contact Owner was used).
3. Problem when processed HubSpot workflow event - something went wrong that's worth reporting, though the workflow can continue.
4. Error when processed HubSpot workflow event - the action didn't run, its branch was halted, and everyone on your notification list is alerted.

Alerts

With notifications ON for your team, the right people receive an alert naming the workflow, the contact or deal, the time, the problem and the next step.

Each issue triggers a single alert, even when HubSpot retries the action on its own.