Flow runs, unexpected replies and timeouts
See every time a flow ran, what each customer chose, and what the flow does when someone types instead of tapping or goes quiet.
Who can do this: Anyone who can open FlowsPlan: All plans
View runs
Open a flow and click Runs. You’ll see the 50 most recent runs. Expand a row to see the per-step log and any Captured vars.
| Status | Meaning |
|---|---|
| Active | Waiting for the customer’s reply |
| Completed | Reached an End node |
| Handed off | Reached a handoff, or was handed off by the fallback rules |
| Timed out | The customer didn’t reply in time |
| Paused by agent | Someone replied from the inbox, so the flow stepped aside |
| Failed | An error stopped the run — the log shows why |
When the customer types instead of tapping
If a reply doesn’t match any button or list row:
- The flow re-sends the question (up to 2 times). The run shows the number of re-prompts.
- If the reply still doesn’t match, the conversation is handed off to your team.
When the customer goes quiet
A run that gets no reply for 24 hours is closed as Timed out. This also matches WhatsApp’s 24-hour window — after it closes, the flow couldn’t send normal messages anyway.
Edit a live flow
You can edit an active flow and click Save. To stop a flow from starting new runs, archive it or set it back to draft. Deleting a flow ends any active runs immediately.
Flows and other automation
- A customer in an active flow is handled by the flow first.
- The AI auto-reply doesn’t answer while a flow handles the message.
- Automations still run on their own triggers. Avoid a keyword automation and a flow using the same keyword.