Troubleshooting Overdue Actions
Use this article when a Participant Action is overdue, missing from Engage, or has not executed as expected.
For Guided Selling v11 and later, start with the Participant Action’s Status field. The Status formula is designed to identify the action’s effective state without requiring administrators to troubleshoot multiple underlying fields or batch jobs first.
If you are troubleshooting v10 or earlier, see Legacy troubleshooting for v10 and earlier.
v11 and later: status-first troubleshooting
1. Identify the Participant Action
Find the Participant Action that you expected to appear on Engage or execute automatically.
2. Review Participant Action Status
Review Status (RDNACadence__Status__c).
In most cases, the Status value tells you what is happening and what, if anything, to investigate next.
| Status | What it means / what to check |
|---|---|
| Upcoming | The action is not due yet. Manual actions can still appear on Engage under Upcoming Today or Scheduled, depending on when they are due. |
| On Engage | The Manual action is due and available for execution on Engage. If the user cannot find it, review the user’s Engage filters. |
| On Engage - Pending Criteria | The Manual action is due but its criteria are not currently met. If the action is configured to wait for criteria, it can appear on the Pending tab of Engage until the criteria are met. |
| Sending Soon | The Automatic action is due and eligible for automatic processing. If it remains in this status longer than expected, review the Action Processing Batch and any related send-event or external-service errors. |
| Sending Soon - Pending Criteria | The Automatic action is due but is waiting for its criteria to be met. Review the action criteria. |
| Inactive | The parent Sequence is not Active. Reactivate the Sequence if the participant should continue. |
| Paused | The participant’s Sequence Association is Paused. Review why the association was paused before resuming it. |
| Not Actionable | Review the Participant Action owner. The owner may be inactive or the action may be assigned to a delegation-only user. |
| Opt Out | The action was skipped because the participant is opted out of the applicable communication channel. |
| Auto Skipped | The action was automatically skipped because its configured skip criteria were not met. No further overdue-action troubleshooting is required. |
| Manually Skipped | The action was manually skipped. No further overdue-action troubleshooting is required. |
| Completed | The action is complete. No further overdue-action troubleshooting is required. |
| Initiated | The action has already been started but has not yet completed. Review the action or related activity for its current execution state. |
| Invalid Sequence Action | The Participant Action no longer has a valid parent Sequence Action. Review the related records or contact our Support Team. |
| Invalid Sequence or Association | The Participant Action is missing a valid Sequence Association or parent Sequence relationship. Review the related records or contact our Support Team. |
| Status Error | The related records exist, but their states do not match an expected combination. Contact our Support Team if the related Sequence and Association do not explain the condition. |
For the complete formula and conditions behind each value, see Participant Action Status Glossary.
Actions with criteria will have Pending Criteria in the Status and will follow one of two paths when criteria are not met:
- Wait for criteria: The action remains pending. A Manual action can appear on the Pending tab of Engage.
- Skip when criteria are not met: The action remains pending, and the Partiicpiant Overview module will show a Pending Skip tag until the ActionCleanupBatch job can process the skip and update the status to Auto Skipped.
If the Status does not explain the issue
Only continue beyond the Status field when the displayed status indicates that the action should be progressing but it is not.
For Sending Soon, review:
- Action Processing Batch for Automatic actions
- Related send events or external-service failures, such as an email-provider connection or sending error
For On Engage, confirm the action owner is viewing Engage without filters that exclude the action.
For a pending-criteria status, review the configured action criteria and, if needed, System Deferral Reason.
For additional deferral details, see System Deferral Reasons.
Legacy troubleshooting for v10 and earlier
Older releases used fields such as:
- Expected Execution Date
- Show on Engage
- Status
- Completed
- Active
- Future
- Disabled
- Sequence Active
- Sequence Type
- System Deferral Reason
- Participant Phone
- Participant Email
- Action Type
- Action Activation
Legacy troubleshooting steps
For v10 and earlier:
- Confirm all previous actions for the participant have completed or been skipped.
- Confirm the current time is later than Expected Execution Date.
- Review Show on Engage and the legacy Participant Action Status.
- Confirm required participant data exists, such as phone number or email address.
- Confirm the Sequence and participant are Active.
- Review System Deferral Reason and action criteria.
- Confirm the action owner is active and has the required Guided Selling permissions.
- In Salesforce Setup → Apex Jobs, find the applicable record-type-specific batch:
PerformContactActionBatchPerformLeadActionBatchPerformOpportunityActionBatchPerformCampaignActionBatch
- Confirm a successful batch execution occurred after the Expected Execution Date.
- Review Participant Action field history for unexpected changes to Status or Show on Engage.
When troubleshooting a Contact or Lead in an Opportunity or Campaign Sequence, use the batch associated with the Sequence Type, not simply the participant’s Salesforce object type.