Workflow Troubleshooting: Message Never Sent vs Message Never Reached Sendblue
Last updated: April 12, 2026
Last Updated: April 12, 2026
Customer-Facing Guide
Start Here
When an automation “doesn’t work,” there are usually two very different possibilities: the workflow never reached Sendblue at all, or it reached Sendblue but failed later for a sending/configuration reason.
The fastest way to separate them
| What you see | What it usually means | Best next step |
|---|---|---|
| No sign of the message in Sendblue | The trigger probably never reached Sendblue. | Check the CRM/workflow trigger, app connection, and upstream conditions. |
| The message appears in Sendblue but failed | The workflow did reach Sendblue, but the send/configuration failed later. | Check sending number, formatting, limits, or line health. |
| The message appears in Sendblue and looks sent | Sendblue likely did its part. | Check dashboard visibility, CRM sync, wrong contact/thread, or customer expectation. |
If nothing reached Sendblue
The workflow may not have triggered at all.
The CRM/app connection may be incomplete or disconnected.
The trigger conditions may be more narrow than expected.
The contact may never have met the enrollment conditions.
If the workflow reached Sendblue but the send failed
The sending number may be wrong or missing.
The recipient phone formatting may be invalid.
The contact may have opted out.
The account may have hit pacing/usage constraints.
The line or delivery path may need troubleshooting.
If the message appears sent but the customer says it did not work
The message may be under a different contact record or thread.
The dashboard or CRM view may be lagging or under-reporting.
The customer may be expecting a different message step than the one that actually fired.
What to gather before contacting support
The exact contact
The expected trigger
The approximate send time
Which workflow/tool should have fired
Whether the issue is “nothing showed up” or “it showed up but failed”