> ## 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.

# How to Track a Customer's Progress Through a Flow

## 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

## 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.

<Note>
  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.
</Note>

## Understanding activity statuses

### 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.

### 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).

### Stopped

The customer exited the flow early. Common reasons include:

| Reason                        | What it means                                                                             |
| ----------------------------- | ----------------------------------------------------------------------------------------- |
| Step relevance period expired | The customer was in the flow too long and exceeded the time limit set for the steps       |
| Frequency limit not met       | The customer didn't meet re-entry rules set for event-triggered flows                     |
| Failed launch condition check | The customer didn't satisfy the conditions required to start the flow                     |
| Outside segment restriction   | The flow folder was limited to a segment, and this customer wasn't in it                  |
| Flow was stopped              | The flow was manually paused or stopped while the customer was in it                      |
| Wait block was deleted        | An active delay block was removed during a flow edit while the customer was waiting in it |
| Dynamic wait value missing    | A delay block relied on a custom field date that wasn't available for this customer       |

### Error

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

## 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.

### 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.

### 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.