If an automation did not run as expected, the issue is usually related to timing, trigger logic, or CRM data. Start by checking how the automation is supposed to run, then use Run history to confirm whether it triggered. After that, go through the common issues below to find the most likely cause.
Understand the timing
Every automation has three parts:
When: what starts the automation.
If: the conditions that must be true for the automation to continue.
Then: what Gong does when the trigger happens and the conditions are met.
Timing is the most important part of troubleshooting. Gong first checks whether the trigger happened. If it did, Gong checks the conditions right away. If the conditions are true at that moment, Gong runs the action.
An automation runs only when the trigger happens after the automation is turned on and the conditions are true at that moment. Gong does not keep checking the record later to see whether it matches. If the trigger happened before the automation was turned on, or if the conditions matched only later, the automation will not run unless a new trigger event happens.
For newly created CRM records, another workflow may update key fields a few minutes later. If that happens after the trigger event, the automation will not run based on that later update alone.
Check the Run history
You can check an automation’s Run history to see whether it triggered.
If you see a relevant run, the automation was triggered. You can review the Status and Outcome columns to understand what happened. For failed runs, hover over the error icon to see the reason.
If you do not see a relevant run, the automation did not trigger. This usually means the trigger event did not happen, or the conditions were not met when the trigger happened.
To check Run history:
Go to Engage > Automations.
Select the automation and open Run history.
If needed, use search or filters such as Status and Timeframe to narrow the list.
Common issues
If you’re still having trouble, check the commonly mentioned issues below to identify the issue you’re experiencing and how to solve it.
The automation is turned off (disabled)
When creating an automation, saving it saves your changes, but it does not start the automation. After you save it, switch the automation on (enable it). If it stays off, Gong will not run it.
The trigger and conditions did not happen at the right time
An automation runs only when the trigger happens after the automation is turned on and the conditions are true at that moment. Gong does not keep checking the record later to see whether it matches.
If the trigger happened before the automation was turned on, or if the trigger happened first and the conditions matched only later, the automation will not run unless a new trigger event happens.
Multiple CRM updates happened close together
In many cases, CRM workflows take time to populate key fields after a record is created. Gong automatically retries flow start automations so it can use the most up-to-date data. If the same record is updated several times close together, wait a few minutes before testing again so Gong has time to process the changes.
Smart tracker requirements were not met
For smart tracker triggers, confirm that the call happened after the automation was turned on and that the call is associated with a single account.
The CRM record does not have an Account ID
For all CRM objects except leads, Gong must receive an Account ID. If the record does not have an Account ID, Gong filters out the CRM change event before the automation is evaluated.
The automation depends on a Salesforce formula field
Salesforce formula fields do not generate change events on their own. Because of that, updates to formula fields do not sync into Gong as record updates and cannot trigger automations by themselves.
If you need the automation to react when a formula-field output changes, create a Salesforce automation that updates the record. That update changes the record timestamp, generates a valid change event, and allows Gong automations to trigger.
Note:
For Account- or Opportunity-based automations, Gong may create a Start a flow to-do for the flow assignee. In some cases, Run history shows that the to-do was created even if the assignee cannot see it because of their deal permissions.