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Salesflow logs everything that happens to a customer, including the decisions to do nothing. When something isn’t working as expected, the answer is almost always here.

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Where to look

From a card’s menu you get three views:

View Activity

The customer’s full timeline: entries, moves, calls, chats, sequences, and evaluations.

Move History

Only the stage changes, with the move type and who did it.

Processing History

Every transition evaluation, including the ones that decided not to move.
Processing history drawer showing a Moved evaluation at 93% confidence and several AI: Should Not Move results

A customer's Processing History

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The possible results

Every evaluation ends with one of these eight results: For static transitions the panel shows which criteria were Met and which were Not, with the real call values. For AI ones, it shows the confidence and the reasoning.

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Common problems

In order of likelihood:
  1. The input node isn’t connected. If it shows Not connected, drag from the node to a stage.
  2. The node is inactive, or the pipeline isn’t in Active status.
  3. The conditions match nobody. By far the most common case: the Filter by agent filter points at an agent you deleted. Check it.
  4. The conversation hasn’t ended. Chat entry happens when the session is resolved, not when it starts (unless you chose On start).
  5. The customer was already in the pipeline and the re-entry policy blocks them, or they’re still in cooldown.
Remember that a non-match generates no visible error. The silence is the symptom.
  1. Check the Processing History. If there are no entries, the evaluation never ran — the conversation probably didn’t end.
  2. If you see Conditions Not Met, the panel tells you exactly which criterion failed.
  3. If you see Orchestrator Disabled, enable it — and remember to tick Reactivate transitions.
  4. If you see Low Confidence repeatedly, your transition prompt is too vague or too broad. See writing good prompts.
  5. Check the transition is Active and that it leaves the stage the customer is in.
Static transitions are always evaluated before orchestrator ones, and within each group Priority rules — the first match wins and stops evaluation.If an overly broad static transition is catching every case, tighten its conditions or lower its priority.
  1. Was it a bulk move? Bulk moves do not trigger On departure or On arrival events. Only individual dragging does.
  2. Did they enter via a call? Call entries don’t trigger On arrival events.
  3. Was the Execution limit used up? It defaults to 1 per customer, for their whole stay in the pipeline.
  4. Are you using conditional sequences with no default branch? If no branch matches, nothing runs.
  5. Do the event conditions include a time range that doesn’t cover the moment it fired?
When an action fails, the whole sequence fails and the rest is cancelled. There’s no automatic retry.Open View Activity on the customer, find the failed execution, and use Retry from failure (continues from where it broke) or Retry all (starts over).Common causes: the customer has no phone number for a call, an invalid webhook URL, or a WhatsApp template that stopped being approved.
This is known behavior: deleting a contact does not remove them from pipelines. Their card stays on the board, counts toward the column total, and remains eligible for timers and sequences.In the meantime, remove them from the pipeline explicitly with Remove from Stage in addition to deleting the contact.
Correct, and expected: pausing the pipeline does not stop transitions. It only stops input nodes and idle timers.To stop AI movement, disable the Orchestrator Agent. To stop static ones, deactivate them individually.

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What doesn’t exist yet

To save you the search:
  • There are no per-stage conversion, time-in-stage, or drop-off reports. The dashboard widget shows the per-stage count and one global conversion rate.
  • A stage’s Idle alert doesn’t send notifications. Use an Idle timer event instead.
  • There’s no campaign integration. A stage can place a single call, but not launch a campaign.
  • Stage moves don’t appear in the Conversations timeline; they’re in the customer’s activity inside Salesflow.