MoveBoardWhen a customer says "I never got that reminder", the run log tells you why.
Where to find it
- One workflow, every order — on Settings › Communication › Workflows, press Log on the workflow's row. The Run log opens with up to the last 100 runs. Inside a workflow, Last runs on the right shows the same, with the totals: runs, sent, and when it last ran.
- One order, every workflow — in the order window, the Workflows button in the Order Log. See What ran on this order.
Read a run
Each line shows the order number, the outcome and when, then the details.
| Outcome | Means |
|---|---|
| sent 1 (or 2…) | It sent that many emails or texts. |
| done | It did its steps (a task, a status, a flag) — nothing to send. |
| waiting | It's waiting to run, until the time shown, sometimes with why (waiting for the end of the quiet hours). |
| skipped | It didn't need to act. The reason follows. |
| stopped | It was stopped before acting. The reason follows. |
| failed | It tried and something refused. The reason follows. |
Common reasons, and what to do
| The log says | What it means |
|---|---|
| not true: the order status is Booked | The order no longer matched Only if when it was due. Nothing to do. |
| stopped by itself: the deposit is paid | A Stop by itself condition came true. Working as intended. |
| the workflow was switched off | Someone switched it off while the run waited. |
| the customer has no mobile number that takes texts | Add a mobile number on the order, or check the customer didn't reply STOP. |
| held — your company's texting registration isn't finished (or texting is turned off, the texting balance is used up) | Nothing went to the customer: MoveBoard holds every text until your company can text. Check Settings › Communication › Text messages, or contact MoveBoard support for the registration. |
| the customer has no email address that gets our emails | Add or fix the email, or the customer unsubscribed. |
| this moment names no customer to send it to | The moment is about your team (for example the estimator's "an in-home estimate is scheduled"), not a customer. If the email is for the estimator, set the step's Send to to Estimator. |
| nobody is the estimator on this order's survey / the estimator has no email address | Pick the estimator on the survey, or add their email on their user. |
| a text never goes to the estimator — their phone is private | Send the estimator an email instead. |
| the template is switched off | Switch the template back on in Settings › Communication › Templates. |
| the template no longer exists | Pick another template in the step. |
| nobody is the sales rep on this order | Assign a sales rep, or send the task to someone else. |
| it already is / it already has that flag | The change was already made. |
| Skipped: already sent by hand by … at … | Someone in the office already sent the customer the same email or text by hand within the window you chose, so the automatic one was not sent. See Skip an automatic message that was already sent by hand. |
| it happened more than 12 hours ago | The moment was too old to act on, so it was dropped rather than sent late. |
| the order was deleted | Nothing is sent about deleted orders. |
| interrupted — not tried again, so nothing goes twice | MoveBoard stopped halfway; it won't risk sending twice. Send it by hand if it matters. |
A line may list several steps, separated by dots — one part per step.
Good to know
- Opening a log never sends anything.
- A run is kept for each workflow, order and moment, so the same moment never sends twice, even if you press Save on the workflow again.