Does this article apply to you? This article covers Enhanced Automated Workflow features. To check if your account has access, go to Automated Workflow in AMS+. If you see a "Welcome to the New Automated Workflow" banner at the top of the page, you're all set.
This article explains how to use Workflow History to see exactly what happened when an Enhanced Automated Workflow ran on a record: when it triggered, what actions were taken, and how it ended. It also covers what to do if an email could not be sent, an action was cancelled, or a record has no history at all.
Requirements
- To view a record's workflow history, you must be assigned to a Security Group with the Visible permission for the appropriate record type (Agent, Group, Individual, or Policy).
- If you're an Agent CRM User, you need access to records assigned to your Accessible Agent, and optionally unassigned records.
- To remove a record from an active workflow, you must be assigned to a Security Group with the View and Edit permissions for the appropriate record type (Agent, Group, Individual, or Policy).
- If you're an Agent CRM User, you need access to records assigned to your Accessible Agent, and optionally unassigned records.
In this article
- What you can see in Workflow History
- Event types
- Remove a record from an active workflow
- Troubleshooting
What you can see in Workflow History
Open an Agent, Group, Individual, or Policy Record and select Workflows > Workflow History to see a log of every workflow that has run on that record. Use it to confirm a workflow triggered, verify that actions ran as expected, or investigate why something failed or was cancelled. The table shows one row per event, listed in reverse chronological order, with the most recent at the top.
Each row shows:
- Date/Time — when the event occurred
- Workflow — the name of the workflow
- Event Type — what happened (see event types below)
- Details — additional context, such as the email subject, action status, or how the workflow ended
You can search, filter, and sort the table, and adjust how many rows display per page.
Event types
Each event type tells you something specific about what happened. If you're troubleshooting, start by finding the relevant event and checking the Details column for context.
| Event Type | What it means | Details shown |
|---|---|---|
| Workflow Entry | The record entered the workflow. | Confirms the trigger event that started the workflow. |
| Activity Created | A Create Activity action ran or was cancelled. | Shows the activity name and its status. Select it to open the activity. |
| Email Sent | A Send Email action ran or could not be completed. | Shows the email subject and status, including the reason if the email could not be sent. Select it to view the email. |
| Workflow Exit | The record exited the workflow. | Shows how the workflow ended, such as all actions completed or the workflow was cancelled. |
Remove a record from an active workflow
If a workflow is currently in progress on a record, you can stop it before it finishes. This cancels any pending actions but does not undo actions that have already run.
- Go to the record and select Workflows > Workflow History.
- Find the active workflow. Active workflows show a banner at the top of the record indicating a workflow is in progress.
- Select Remove from Workflow, then choose the workflow you want to remove the record from.
- Confirm the dialog. Selecting OK cancels all pending actions and removes the record from that workflow.
A Workflow Exit row is added to the history table with the reason listed as "User manually cancelled workflow."
Troubleshooting
A record has no Workflow History
If a record shows no history for a workflow you expected it to be in, the most likely cause is that the record already met all the workflow's conditions when the workflow was activated. Enhanced Automated Workflows only trigger when a condition field changes from a non-matching to a matching value — records that already fully match at activation do not trigger retroactively. The record will appear in Workflow History the next time one of its condition fields changes into a matching value.
For more detail, see How Enhanced Automated Workflows Trigger.
An email could not be sent
When a Send Email action cannot be completed, an Email Sent row still appears in the history table. Check the Details column for the reason. Common causes include the recipient having no email address on file, or the recipient having opted out of email. Correcting the record data will allow the workflow to send successfully the next time it triggers for that record.
A pending action was cancelled
A pending action is cancelled automatically if conditions change before it runs. Check the Workflow Exit row's Details column for the cancellation reason. Common reasons include:
- The record no longer qualifies — one of the workflow's condition fields changed to a non-matching value while the action was pending
- The workflow was turned off or archived after the record entered it
- The record was deleted
If the cancellation was unexpected, review the record's current data against the workflow's conditions to confirm whether it still qualifies.
Workflow History does not show Legacy Servicing Workflow activity
Workflow History shows Enhanced Automated Workflow activity only. Legacy Servicing Workflow activity is available on the Triggered Actions and Triggered Workflows tabs on the record.