Troubleshooting Automation in Zoho CRM

Workflow Rules

A user is unable to create Workflow rule in the CRM.

Check if the respective user profile has access to "Manage Automation" which is the permission required to be able to create or manage any automation actions in Zoho CRM. Navigate to CRM Setup > Security Control > Profiles > (Respective User Profile) > Under Setup Permissions > Automation, then enable the Manage Automation toggle.
If you find any trouble in accessing despite having permission, contact support for further assistance.

An email related workflow is not working.

As the email related workflow triggers depend on the email integration setup in your CRM account, verify if it is active. If the integration status is active, but the email is not found to sync and trigger the workflow configured, please connect with our live support for further assistance.

The workflow email has been sent with a wrong template.

Please check the record's timeline to see which workflow has triggered for that record and verify that workflow and its associated email notification action to identify the linked template. Also, ensure the same email action is not used across different workflows. For each workflow rule, create a separate email notification action to ensure the correct one is triggered. If you have any concerns, contact support for assistance.

Convert does not appear under the instant action of a Workflow Rule.

Workflow rules in Zoho CRM can trigger convert actions only for Leads, Quotes, and SalesOrder modules that support convert actions at the record level. If you cannot see the convert action for these modules, ensure the Repeat this workflow whenever record is edited checkbox is not enabled, as it prevents the convert action from appearing under instant actions. If issues persist, please contact support for assistance connecting on a live session.

The custom function code triggered in CRM Workflow failed and wanted to rerun those.

Admin users can rerun the failed function. On the Functions > Failures tab, you can view failed functions (that remain available for rerun for up to 30 days) > can re-run them individually, bulk, filtering execution context or language. Contact support if you need any assistance.

The workflow setup is not working.

There could be multiple reasons for this. To be more precise, please check on which exact conditions "When Conditions" you found workflow not triggered.
Verify if the set When conditions and Rule criteria have satisfied. If not, contact support to get assistance on a live session.

Unable to edit workflow execution trigger.

The workflow execution trigger under When condition is a one-time configuration. Once it's set, it cannot be edited. If you insist on changing the trigger, you will have to either create a new workflow rule or clone the existing one and modify it accordingly.

Some workflows are not visible.

Ensure if you have not applied any filter to check specific module related workflows. If they still don't appear, check if there are any rules found under Archived, Inactive, or the trash

Note: A deleted workflow rule can't be retrieved.

The workflow did not trigger for imported records.

By default, workflow rules are not triggered on the imported data unless the Trigger workflow rules checkbox is selected during import. Despite of selection if there are no traces of it missed, contact support for further assistance.

The webhooks triggered via the workflow return errors.

Check whether the given headers or payload structure are correct, and if the endpoint URL is invalid or down. Additionally, the server might have rejected the request due to lack of authentication. If the issue persists, contact support for further assistance.

One of the workflow is getting triggered multiple times.

The workflow rules might get ret-riggered on each edit or update if it is set to execute on repeated action. Check whether Repeat this workflow whenever a deal is edited is enabled. If yes, validate the rule to retain or disable. Alternatively, if there is any other workflow triggering another workflow system will identify and stop the loops after three continuous executions. Contact support for any other assistance.

Workflow Email alerts content is blank.

Check the email template to ensure merge fields are correctly mapped from the appropriate module. If the test email appears correct, try sending an individual email to the recipient who experienced the issue. If issue persists, please contact support.

Actions

A user is unable to create Email Notification.

Please verify if the user profile have Manage Automation or Modules Customization permissions. Navigate to CRM Setup > Security Control > Profiles to update this.

We are unable to create automated email for Leads Email. It only shows Owner, Creator or Owner Manager.

Please check if you are or have downgraded to Zoho CRM Free Edition. Based on the edition limit, automated email notifications can only be sent to users within your organization but not to any Leads or Contacts.

Schedules

While executing a custom function schedule, it shows "Internal Server Error".

Verify the execution time setup and if it's not clear, please contact support by connecting on a live session.

Function Code fails when configured in a schedule.

If the function works when executed manually, but fails when configured in a schedule, check the Failures section in Schedules for error details, and contact support for assistance by joining on a live debugging session.

The function executed in the schedule have not updated on partial records.

Verify if those partial records that skipped this function trigger match the custom criteria specified in the script and ensure if any failed record updates or works when the same function is triggered manually. If issue persists, contact support for further assistance.

Unable to set the schedule execution time less than two hours.

Zoho CRM schedules can be set to run at fixed hourly intervals, with a minimum gap of two hours (e.g., every two, three, four hours). Minute-level precision with granular executions like every 15 minutes, one or less than hour intervals are not supported.

Unable to trigger schedule code manually, after working earlier.

According to the feature limit, the Run Now option can only be used two times per day for each schedule.

Assignment Rule

The leads created from Zoho Forms are not assigned according to the Assignment rule in CRM.

Check if the assignment rule to be triggered for the records pushed from Zoho Forms is active and was assigned during the integration mapping in Zoho Forms.

If it was assigned but is inactive in CRM or was deleted by mistake, ensure you create or assign the appropriate one again from the Forms integration page.

Assignment rule triggered in CRM for records pushed from Zoho Forms even when the assignment rule trigger was unchecked in the integration mapping page.

Please check if there are any assignment rule trigger is setup under automations in your Zoho CRM account like a workflow based on the respective module record creation action. If you still do not find the detail, contact support for further assistance.

Why an assignment rule be set for Quotes Module?

Assignment rules are currently not supported for any Inventory modules in Zoho CRM. It only supports Leads, Contacts, Accounts, Deals, Tasks, Custom and Team modules.

When the users create records directly in Zoho CRM, it does not trigger the assignment rule.

The assignment rule can be opted to trigger when the records are imported. However, when users create records directly in CRM, they can select the appropriate owners during creation, so the assignment rule will not function for those manually created. If your record creation and handling process differs, you can still create an assignment rule setting a appropriate criteria to trigger that via Workflow rule on the event of record create action.

Leads created via API do not assign according to the assignment rule.

While creating records via API, ensure the Assignment Rule ID is included using the parameter LAR_ID. The assignment rule triggers only if this parameter is passed in the Insert Record API call. Contact support for further assistance or Learn more about it.

The assignment rule triggered to leads are assigned to incorrect users.

Check if the records match the assignment rule criteria and the users to be assigned. If the mismatch is not evident, contact support by connecting on a live session for further assistance.

Case Escalation Rules

While creating a new case escalation rule, the existing active rule turns inactive automatically.

You can create multiple case escalation rules, but can only have one active at a time.

Not receiving case escalation notifications.

Check if the Escalation Scheduler has been enabled. The Escalation Scheduler must be active before case escalation rules can trigger actions, such as sending notifications or reassigning ownership. If you are still having trouble, contact support for further assistance.

Cadences

Unable to set up Cadence for a set of accounts.

The modules supported for configuring Cadence include Leads, Contacts, Deals, Vendors, and Custom Modules. If you need to send it to specific accounts, then you will need to send it to the respective Contacts associated with those accounts by creating a custom view accordingly. If you continue to have trouble, contact support.

Some records are not enrolled to the cadences.

A record can be enrolled in up to five cadences at once. Please check the record status to know the number of cadences it has enrolled. If you continue to have issues, contact support for assistance.

Only one cadence allows editing, while the other does not allow editing on the configuration page.

Only the cadences in draft can be edited from the cadence detail page. In order to modify a published cadence, navigate to open the Cadence list view and create a draft from it. Contact support if you have any trouble.

A cadence does not have any records enrolled.

Cadence can be set in manual or automatic modes. Automatic Cadence enrolls all records matching the custom view criteria, while manual Cadence requires selecting and enrolling records individually. Please verify your cadence mode and update it accordingly.