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Documentation Index

Fetch the complete documentation index at: https://help.maestra.io/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Ever wonder why a specific customer didn’t get an email from your welcome flow — or where exactly they dropped off? Maestra lets you replay any customer’s journey through a flow step by step, so you can see exactly where they are, how long they’ve been waiting, and why they exited. This is especially useful for:
  • Debugging flows that aren’t behaving as expected
  • Investigating a support request from a specific customer
  • Confirming that your logic is working the way you intended

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How to view a customer’s flow activity

  1. Open the flow you want to inspect.
  2. Click the flow menu (the three-dot icon in the top right corner).
  3. Select View customer activity.
  4. Search for the customer using any of the following:
    • Full name
    • Maestra ID
    • Email address
    • Mobile phone number
  5. Select a time period. Activity data is available for the last 30 days.
  6. Click on an entry in the results list to open the full activity view.
You’ll see a visual timeline of the customer’s path through the flow — each block they passed through, how long they spent there, and what happened at each step.
If the flow was edited after the customer entered it, the activity view reflects the settings that were active at the time each step was executed — not the current version of the flow.

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Understanding activity statuses

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In progress

The customer is currently moving through the flow. This includes two scenarios:
  • They’re actively in a step — the system is processing an action right now.
  • They’re waiting in a delay block — the expected exit time is shown so you know when they’ll move on.

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Completed

The customer finished the flow. This can happen in a few ways:
  • All steps executed successfully.
  • An event failed a condition check at the final step.
  • The trigger frequency limit was reached (the flow ran the maximum number of times allowed for this customer).

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Stopped

The customer exited the flow early. Common reasons include:
ReasonWhat it means
Step relevance period expiredThe customer was in the flow too long and exceeded the time limit set for the steps
Frequency limit not metThe customer didn’t meet re-entry rules set for event-triggered flows
Failed launch condition checkThe customer didn’t satisfy the conditions required to start the flow
Outside segment restrictionThe flow folder was limited to a segment, and this customer wasn’t in it
Flow was stoppedThe flow was manually paused or stopped while the customer was in it
Wait block was deletedAn active delay block was removed during a flow edit while the customer was waiting in it
Dynamic wait value missingA delay block relied on a custom field date that wasn’t available for this customer

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Error

Something unexpected happened. If you see this status, check the Campaign & Data monitoring page for more detail.

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Troubleshooting: why doesn’t a customer show up?

If you search for a customer and don’t see any activity — or the activity seems incomplete — here are the most likely causes.

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For event-triggered flows

  • The flow wasn’t active when the event occurred. Check the version history to see if the flow was running at that time.
  • The event trigger wasn’t set up yet in that version. An older version of the flow might not have included the same trigger.
  • The event didn’t match the trigger criteria. Review the launch block conditions and confirm the customer’s action met all of them.
  • Wrong template used. If the trigger is template-based, make sure the right template was active.
  • Multi-brand project. If you’re running multiple brands, confirm the event happened in the correct brand.
  • Historical event upload. If the event was uploaded retroactively: the flow must have been active at the time of the upload, and the event must have occurred within the last 7 days before the data was entered.

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For scheduled flows

  • The flow hasn’t run yet. Double-check the scheduled run time — it may simply not have triggered yet.
  • The customer didn’t meet the conditions at run time. The version history shows what conditions were active at each scheduled execution.
  • The flow wasn’t active at that moment. Confirm the flow was running during the scheduled window.