When a Form Action Does Not Fire
Telling a real failure from something that simply has not happened yet
Start with the delay. The single most common report — the email never sent — is usually an email that had not become eligible to send yet.
Every delay on the Form Actions screen is in seconds. A delay of 300 is five minutes, not 300 minutes and not five seconds. Check the number before assuming a fault.
Once you have ruled that out, work through whichever symptom matches.
Known Issues
The follow-up email never arrived
Usually an unverified sending domain, or a delay that had not elapsed.
Check in this order.
Has the delay elapsed? The default is 300 seconds. Wait past it.
Is your sending domain verified? Without a verified domain Zyntro has no legitimate address to send from and nothing goes out. This is the most common real cause.
Did the form capture an email address? Check the completion. If the email field was optional and left blank, there was nowhere to send to.
Is the email field mapped to the contact's email? An email collected into an unmapped field never reaches the contact record, so there is no address to use.
Does the template still exist? A template deleted after the form was configured leaves the action pointing at nothing.
The SMS never arrived
No phone number on the contact, or SMS is not configured.
Check the completion for a phone number. No number means no message, and that is expected rather than an error.
Confirm the phone field is mapped to the contact's phone number — an unmapped phone field does not populate the contact.
Check the number is in a form that can actually be dialled from your account, including its country code.
Then confirm SMS is configured for your account at all.
The outbound call was never placed
No call flow selected.
The Trigger an Outbound Call toggle does nothing on its own. If Select a call flow is empty, nothing is queued and nothing is reported.
Open the screen and confirm a call flow is chosen.
Then check the contact has a usable phone number, and that the delay — 600 seconds by default — has elapsed. Test the call flow independently before assuming the form is at fault.
Keep-warm never scheduled anything
The submission did not produce a booking.
Keep-warm needs a booked meeting to work towards. If the form has no schedule attached, or the person did not pick a time, there is no gap to fill and nothing is scheduled. No warning is shown.
Check that a schedule is attached to the form, in the form builder's left panel.
Then check the contact has auto-engage enabled — a contact excluded from automatic engagement is not contacted.
Finally, check the arithmetic. With a 3-day interval and a meeting two days away, there is no room for even one contact.
Enrichment did not add anything
Too little to work from, or nothing findable.
Enrichment needs something to research. A form that captured only a first name gives it very little.
Confirm the identifying fields are mapped to the contact record rather than left unmapped.
Also accept that some contacts simply cannot be enriched — there may be nothing to find. A charge applying without much being added is possible, which is why enrichment suits low-volume, high-value forms.
My webhook endpoint received nothing
The URL is wrong or the endpoint rejected the request.
Open View Completions for the form and look at the submission. The response from your endpoint and any error are stored there, so you can see whether Zyntro's attempt failed or your endpoint received it and did not act.
Check the URL is complete and includes https://.
If your endpoint does slow work before responding, the connection may have timed out. Acknowledge the request immediately and process afterwards.
The wrong thing shows after submission
The other option is still selected.
Check Do this when the form is submitted. Selecting Redirect to a URL means your thank-you wording is never shown, and selecting Show a Thank You Message means your redirect URL is ignored. Both sets of fields keep their values regardless of which is active.
Actions changed on a live form without warning
Saving this screen publishes immediately.
There is no staging on the Form Actions screen — saving makes the actions live at once, and it also flips a Draft form to Published.
To try a change safely on a form that is already collecting submissions, use Duplicate from the My Forms row menu, change the copy, and test that instead.
Everything is configured but nothing happens at all
The submission itself is not completing.
If no completion appears under View Completions, the actions never ran because there was no submission to act on.
The usual cause is a required field hidden by conditional logic, which blocks submission with no visible error. Walk the form yourself and confirm it can actually be submitted.
Frequently Asked Questions
Add your configured delay to a few minutes of processing time. For a default email delay of 300 seconds, give it ten minutes. AI-written messages take a little longer than templates because the message is composed for that submission.
No. The submission is recorded before any action runs, and the actions are attempted separately. A dead webhook does not stop your follow-up email.
View Completions on the form's row menu. Each completion holds the answers, the contact it produced, any booking, and the webhook response if one was configured.
Not from this screen. Fix the configuration and test with a new submission. For a contact who missed a follow-up, send it to them directly from their contact record.
That is deliberate. Someone part way through a sequence is left alone rather than being sent back to step one. If they previously stopped or completed it, they are enrolled again.
Need More Help?
Still stuck? Get in touch with our support team and include the form's name, which action is not firing, and the time of a submission that should have triggered it.
Contact Support