# Troubleshooting

Find the reason a workflow, message, connection, database operation, or import is not behaving as expected.

## Start with these five checks

1. Are you in the intended organization?
2. Is the saved workflow enabled?
3. Did you generate the exact event its trigger expects?
4. For a conversation, is the Line connected and the workflow eligible for it?
5. What does Workflow Activity show for the test time?

## The workflow does not start

Check its trigger first. **New Chat Created** requires a fresh chat’s first message. A returning message is a different event. **Conversation Start** needs an enabled condition. A Manual workflow starts from **Run**, while a Cron workflow waits for the configured schedule.

For conversation workflows, check the Line assignment as well as activation. For database and webhook events, check the configured resource or event delivery.

## A run is waiting

Find the waiting node. Receive Message may need a reply of a selected type. ChatGPT Task may be awaiting delivery or completion. Waiting does not automatically mean failure.

Check timeout and fallback configuration where available. Avoid sending repeated real actions just to see whether the run changes state.

## A variable is empty

Check whether the source node ran on the current branch, whether it is paused, and whether the configured response extractor found the value. Verify required Properties and copied references. Reinsert the value using the variable picker if the source name or type changed.

## Messages are missing or duplicated

For missing messages, check the Line state, channel permissions, actual recipient, and run outcome. A successful connection setup is not proof of delivery to every recipient.

For duplicates, look for overlapping triggers, repeated events, retry behavior, or multiple eligible workflows. Inspect the destination before repeating the send.

## An app connection does not work

Confirm the correct organization and compatible connection type. Check access to the exact resource. Reconnect if authorization expired, then test a small read or a controlled action.

For event-driven automation, check event delivery separately from account sign-in.

## A conversation is missing from Inbox

Check the selected organization, Inbox filters, and the conversation’s Line. If **Private AI mode** is enabled for the Line, its conversations are intentionally hidden and human agents cannot view or reply. See [Private AI mode](/channels/private-ai/) before changing the configuration or promising a human handoff.

## A database action fails

Check your [plan availability](/workspace/billing/), selected database and table, column mappings, value types, and row ID. After copying a workflow, select destination resources again.

If a row update starts runs repeatedly, check whether the workflow watches and writes the same table without a stopping condition.

## Copy or paste fails

Use the correct import destination and the complete JSON object. A node definition, a workflow, and a Custom Node Type have different formats. If clipboard reading is unavailable, paste manually into the text area.

Resolve unavailable types, invalid references, and destination resource selections before activation. See [copy and paste](/workflows/copy-paste/).

## An AI step fails

Check the selected provider account, supported model, input format, and configured limits. For an attachment, pass a received Message ID to the appropriate incoming-media node. For a ChatGPT Task, check subscription readiness and the Error and Timeout paths.

Do not expose raw technical errors to customers. Provide a short fallback and use activity details for diagnosis.

## The schedule runs at the wrong time

Check the trigger’s timezone and expression or simple schedule settings. Account for daylight-saving changes in local timezones. Confirm the actual run timestamp rather than assuming your browser’s local clock is the configured schedule.

## Get help with a focused report

Use the help channel provided in Chatigram or the [Chatigram website](https://www.chatigram.com). Include the workflow name, trigger, test time and timezone, observed status, node label, and expected result.

Remove passwords, tokens, private customer data, and sensitive request content. A small, redacted example is often enough to explain the behavior.