Workflows No Longer Get Stuck on “Running”

Margarita Perez on October 10, 2026

Fixed

Workflows No Longer Get Stuck on “Running”

System Update · October 08, 2026

Automated case workflows now finish, fail with a clear reason, or keep moving as built, instead of sitting on “Running” with nothing happening.

What was happening

Before

Some automated case workflows, such as reminder emails, texts, and follow-ups, could get stuck on “Running.” They never completed and never sent their next step.

When a step failed, for example because of an invalid email address, no error appeared, so the case looked active even though nothing else would happen.

Now

When a step can’t finish, the workflow ends cleanly instead of staying on “Running.”

A genuine failure shows as Failed on the case’s Workflow tab with a plain-English reason, such as an invalid recipient email address.

What’s fixed

  • No more stuck workflows. If a text or email won’t send, the case is missing or archived, or a step errors out, the workflow ends instead of staying on “Running.”
  • Failures explain themselves. Failed steps show as Failed on the Workflow tab, along with the reason.
  • Replies move workflows forward. Replying to a workflow email or text advances the workflow through any time delay to the next step. Replying more than once advances it only once.
  • Long delays fire on time. Delays set weeks out are scheduled and run when they’re due.
  • Saving keeps steps in place. Opening and saving a workflow no longer moves steps around, so a workflow continues after a Time Delay exactly as built.
  • Stopped workflows can be re-run. After you stop a running workflow, you can execute it again on the same case. This was previously blocked with a “Workflow is running with cases…” error.
  • Archived and deleted cases stop their workflows. When you archive, delete, or transfer a case, its running workflows stop and nothing further is sent.
  • No false error after a reply. When a workflow ends after a reply with no further steps, the Workflow tab shows “Workflow ended.” and Completed. The red “step type ‘yes’ is not supported” message no longer appears.

Why it matters

Your reminders and follow-ups no longer stop silently. Every workflow now reaches a clear outcome you can see on the case.

Mark Case Communication as Unread

Margarita Perez on October 10, 2026

New

Mark Case Communication as Unread

System Update · October 08, 2026

You can now mark communication in a case’s Log as unread, as long as it includes an incoming email or text message.

The Logs section of a case's Communication tab, with a 'Mark as unread' button next to the Logs heading. The most recent entry is 'Text response received.'
The “Mark as unread” button appears next to the Logs heading.

How it works

Where to find it

Go to a case’s Communication tab and open Log.

Click Mark as unread next to the Logs heading. The button is available whenever there’s an incoming email or text message.

Why it matters

If you read a message but can’t deal with it right away, you can mark it as unread so it doesn’t slip through the cracks.

It also helps if you open a communication by accident. Reading an email or text removes the blue dot on the case. Marking it as unread restores the blue dot, so the person assigned to the case knows there’s a communication that still needs attention.

See it in action

  1. Open a case that has an incoming email or text message.
  2. Go to the Communication tab and open Log.
  3. Click Mark as unread next to the Logs heading.

Archived Cases Can Now Reopen Themselves

Margarita Perez on October 10, 2026

New

Archived Cases Can Now Reopen Themselves

System Update · October 03, 2026

A new email or text on an archived case can now move it back to the active case list automatically. Each organization decides whether to use it.

Edit Details screen in Org Settings showing the 'Reopen Archived Cases on New Communication' toggle, with descriptions of the Enabled and Disabled behavior.
The “Reopen Archived Cases on New Communication” setting in Org Settings.

How it works

Before

An incoming email on an archived case notified the org owner and appeared in the Communication tab with a blue dot, but the case stayed archived.

An incoming text didn’t appear on the case at all. It showed only on the Message Screen.

Now

A new email or text on an archived case automatically reopens it, restores its previous Case Type and Status, and moves it back to the active case list.

The blue dot and conversation log work the same as before. Organizations can turn this off in Org Settings.

Why it matters

When a contact reaches back out, their message no longer gets lost in an archived case. Organizations that prefer the previous behavior can opt out.

See it in action

  1. In Org Settings, find “Reopen Archived Cases on New Communication” and turn the toggle on or off.
  2. With the setting enabled, a new email or text from an archived case’s contact reopens the case and moves it to the active list.
  3. With the setting disabled, new communication leaves the case archived.