If your automation isn’t triggering in projects that you think it should be running in, there are three key things to check. Click the anchor links below to be brought to the steps for each troubleshooting flow.
đź“š Tip
This article covers Automations 2.0, HoneyBook's new automations builder with conditional logic, 3rd party app integrations, and more. Learn more about Automations 2.0 here.
Check that the automation is active
In order for an automation to run in projects, it will need to be activated.
From your top navigation bar, select Automations
Locate the automation in question and check the Status column
If your automation is not currently active, read below for how to fix. If it is active, try the next troubleshooting flow: check the project type connection.
How to fix for future projects
From your top navigation bar, select Automations
Locate the automation in question and check the Status column
Toggle the automation status to Active
How to fix for previous projects
From your top navigation bar, select Automations
Locate the automation in question and select the three dot icon > Duplicate
The automation will be duplicated and the duplicate version will open in the builder
From the builder, click into the trigger field
Under the trigger drop-down, select Manual trigger
Select Activate
Your new version of the automation is now live. Note that this version will not automatically trigger in any projects. Instead, now you can locate any previous projects that the automation should have triggered in and manually trigger it. Learn how to manually trigger an automation in a project.
Check the project type connection
đź“Ł Note
This section is only relevant if you set up your automation to trigger when a form is submitted, for a select few project types.
If your automation trigger is different, disregard these troubleshooting steps.
If you set up your automation to trigger when a form is submitted, for a select few project types, you need to ensure that leads can pick their project type (or that a project type is auto-assigned for a contact form’s inquiries). Otherwise, the project type connection will be broken, and the automation won't trigger.
First, locate the projects you think the automation should have triggered in (but didn’t) and make note of their project type
If the project type is “Other,” learn more about what projects will have this type here
From your top navigation bar, select Automations
Locate the automation in question and click to open it
From the automation builder, click into the trigger field
If you’ve set the trigger as Contact form submitted or Lead form submitted, check the project types that you’ve selected
If you’ve selected anything other than all project types, you’ll now want to make sure that leads are able to select those project types from the connected lead form or contact form. Read below for how to fix. If that isn’t how you've configured your automation, skip this section.
How to fix for future projects
If your automation trigger is Lead form submitted
If your automation trigger is Lead form submitted
Open your connected lead form(s) in the lead form builder
Locate the existing project type question and click on it
If you don’t currently have a linked project type question,add one
Ensure that the project type question is linked to the project type field–it should look like this:
Be sure to mark this question as required
Otherwise, leads may not select a project type, meaning the automation won’t trigger for them
Be sure to publish your changes
Remember that you can choose which lead forms the automation trigger will work for–so, if you’ve selected multiple lead forms in the automation builder, you’ll want to follow steps 1-5 for the other connected lead forms, too
Your automation will now be correctly connected to your lead form(s) and should trigger for leads that come in through the form(s), for the appropriate project types, moving forward.
If your automation trigger is Contact form submitted
If your automation trigger is Contact form submitted
Open your contact form(s) in the contact form builder
There are two ways to connect a project type to a contact form inquiry:
Settings > Assign project type: Assigning a project type here means that all inquiries that come in through the contact form will have the project type applied
If this is how you’d like to configure things, check that the correct project type is selected here
Linked project type question: Including this linked question means that leads will have the option to choose their project type from your preset list
If this is how you’d like to configure things, check that the question is included and is linked to the project type field–it should look like this:
Be sure to mark this question as required
Otherwise, leads may not select a project type, meaning the automation won’t trigger for them
Be sure to publish your changes
Remember that the automation trigger will work for all contact forms–so you’ll want to follow steps 1-3 for your other published contact forms, too
Your automation will now be correctly connected to your contact form(s) and should trigger for leads that come in through the form(s), for the appropriate project types, moving forward.
How to fix for previous projects
From your top navigation bar, select Automations
Locate the automation in question and select the three dot icon > Duplicate
The automation will be duplicated and the duplicate version will open in the builder
From the builder, click into the trigger field
Under the trigger drop-down, select Manual trigger
Select Activate
Your new version of the automation is now live. Note that this version will not automatically trigger in any projects. Instead, now you can locate any previous projects that the automation should have triggered in and manually trigger it. Learn how to manually trigger an automation in a project.
Check where the trigger action happened
đź“Ł Note
This section is only relevant if you're experiencing issues with automations triggering for projects created through lead forms.
If your situation is different, disregard these troubleshooting steps.
It's important to note that the only automation trigger impacted by lead forms is "Lead form submitted." Most automation triggers will not work if the trigger action took place in a lead form.
For example: If you've set an automation trigger to "First payment paid" and a payment is made through a lead form, the automation will not run in that project.
How to fix for future projects
Depending on your business process, the process varies. If you're having trouble with the "session scheduled" trigger, for example, you could:
Duplicate the existing automation
In the duplicate version, set the trigger as "Lead form submitted"
Select the lead forms containing the relevant sessions
In the relevant lead forms, ensure Client must schedule session is toggled ON
Be sure to publish any changes
Toggle the automation status to Active
How to fix for previous projects
From your top navigation bar, select Automations
Locate the automation in question and select the three dot icon > Duplicate
The automation will be duplicated and the duplicate version will open in the builder
From the builder, click into the trigger field
Under the trigger drop-down, select Manual trigger
Select Activate
Your new version of the automation is now live. Note that this version will not automatically trigger in any projects. Instead, now you can locate any previous projects that the automation should have triggered in and manually trigger it. Learn how to manually trigger an automation in a project.
Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!