A routing workflow that "does nothing" is nearly always one of four things. Check them in this order.
1. Is It Active?
Open Settings → Conversation routing → Open the builder. Each workflow in the list shows its status — a draft never runs. Open the workflow and use Save changes to make the edited version live; the header shows the active version (for example Active · v1).
2. Did Another Workflow Win?
Active workflows run top to bottom and the first match wins — once a workflow matches a conversation, the ones below never see it. If your new workflow sits below a broad catch-all, it will never fire. Move it up with the priority arrows.
3. Do the Conditions Actually Match?
- Message contains looks at the message text — check spelling and variants (STOP vs Stop vs "please stop").
- Known contact — a sender you recognise may not be linked to a record yet, which makes them unknown to routing.
- Business hours — confirm your opening hours are what you think they are.
- Remember conditions branch YES/NO — an action hanging off the wrong branch runs in exactly the opposite case.
4. Does It Only Run for New Conversations?
Workflows trigger on New conversation — a message landing in an existing open thread is not a new conversation, so it does not re-trigger routing. Test with a genuinely fresh sender, or close the old thread first.
TIP: Test with one specific workflow at the very top of the priority list, then move it into place once it behaves — it removes the "something above me matched" variable while you debug.
Related Articles
We suggest reading our Building Routing Workflows: Conditions and Actions article for what each block does.
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