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Contact Workflow Troubleshooting

Resolve common errors: Learn why add buttons are disabled, how to unlock editing, and why contacts get auto-removed.

Stuck? Here’s How to Fix Common Workflow Issues

If you're hitting a wall while trying to add a contact, edit a sequence, or save your work, don't worry. Most issues have a quick fix.

Find your symptom below to solve it.

1. Why is the "Add to Workflow" icon grayed out?

If you cannot click the icon in Messenger, the system is preventing the action due to a restriction on that specific contact. Hover over the icon to see the specific reason.

  • 🚫 DNC / Opted-Out: The contact is on your Do Not Call list or has replied "STOP." You cannot message them.

  • ☎️ Landline: You cannot send SMS automations to landline numbers.

  • ⚖️ Compliance: The carrier has blocked this number for compliance reasons.

  • Sub-Account Restriction: You are logged into a Main Account trying to message a Sub-Account contact. Fix: Switch to the Sub-Account first.

2. I clicked "Add," but got a pop-up error.

If the button works but stops you with a modal window, you are missing a requirement.

  • "Select messaging number": You haven't assigned an outbound number to this contact yet. Fix: Select or buy a number in the pop-up.

  • "Recharge your wallet": You don't have enough credits or balance to cover the upfront cost. Fix: Top up your balance (Sub-accounts must ask the Main Admin to do this).

  • "Upgrade Plan": You are on a Starter or Trial plan. These plans can build workflows but cannot send them. Fix: Upgrade to a messaging plan to launch.

3. Why can't I edit my workflow?

Symptom: The Edit (Pencil) icon is disabled.

Reason: Your workflow is Active (it has contacts in it). For safety, you cannot edit a live sequence.

Solution:

  1. Click the Status toggle to Inactive.

  2. Warning: This will remove ALL current contacts and cancel their future messages (you will be refunded).

  3. Once Inactive, the Edit icon will unlock.

4. Why is the "Save" button disabled?

If you are building a workflow but can't save it, check these three common blockers:

  • Missing Name: Did you give the workflow a title?

  • Empty Message: Do you have a blank message block? Delete it or fill it.

  • Too Long: Look for a red outline on your message box.

    ⚠️ The 2-Segment Limit: No single message can exceed 2 SMS segments (~306 characters). You must shorten the message or split it into two separate steps.

5. FAQ: "Where did my contact go?"

Q: My contact was auto-removed from the workflow. Why?

A: They likely replied. If a contact replies to any message (text or call), the system automatically pulls them out of the workflow to prevent you from sending robotic follow-ups during a real conversation.

Q: The cost was higher than the preview. Why?

A: Custom fields. The preview estimates cost, but if you use <Address> and the contact's address is very long, it might push a 1-segment message into 2 segments.

Q: I can't find my workflow in the list.

A: The list order is based on your Workflows Dashboard. Go there and drag your most-used workflows to the top of the list so they appear first in Messenger.

Still Stuck?

If you've checked the list above and still have issues, contact our support team via the chat bubble in the bottom right. Please have the Workflow Name and a Screenshot of the error ready.

With 💙,
Smarter Contact Team