Your automation looks turned on, the event happened, but no email or action came out the other end. Almost always this is because the workflow has no steps configured yet.
What's happening
A workflow has two separate things going on: whether it's Active, and what steps it runs. These are independent. A workflow can be flipped on with the Active toggle while still having 0 steps — so when its trigger fires, there's literally nothing for it to do.
New workflows are created inactive on purpose: you're expected to add at least one step first, then turn it on. But it's possible to end up with an active, empty workflow — and that's what produces "it ran but did nothing".
On the Automations page, two signals point at this:
- The workflow card footer shows the step count — 0 steps means it can't do anything.
- The Operator status badge may read Never run yet or Quiet, and the Configured steps summary card shows your total across all workflows.
How to fix it
- Open Communications → Automations.
- Find the workflow and check the N steps count on its card. If it says 0 steps, that's the problem.
- Click the card to open the workflow editor.
- Add at least one step (for example, an email to send) and save it. The step count on the card should now be greater than zero.
- Make sure the Active toggle is on. The card's coloured top bar is green and the toggle reads Active when it's live.
- Re-test by triggering the event (or wait for the next real one). After it runs, the card's Last run and Operator status update to reflect it.
Rule of thumb: don't rely on a workflow until it shows both Active and at least one configured step.