A workflow or automation isn't firing

When an automation doesn't do what you expected, it's almost always about enrollment — whether the right records are actually entering the workflow. Check these in order.

Is the workflow on? Sounds obvious, but a workflow that's turned off — or was never turned back on after editing — won't do anything.

Do the records meet the enrollment criteria? A workflow only acts on records that match its trigger exactly. If a contact isn't being enrolled, they probably don't meet every condition — a missing or slightly different field value is the usual reason.

Re-enrollment. By default, a record that's already been through a workflow won't go through again unless re-enrollment is turned on. If you're testing with the same contact repeatedly, this often looks like "it's not firing."

Timing. Some steps have delays, and some triggers only act on new activity going forward, not on records that already existed. So the automation may be working — just not instantly or retroactively.

If the workflow is on, records clearly meet the criteria, and it still isn't behaving, reach out to the Help Desk — we can look at the enrollment history and see exactly where it's stopping.