Read the run history
The Run history tab on the Agent Hub is the record of every automation execution: what fired, for whom, and whether it went out. When a guest says “I never got my code,” this is where the answer lives.
What a row tells you
Section titled “What a row tells you”Each run shows the rule’s name, a status chip, a one-line summary with the target - “Confirmation to {guest} · {reference}”, “{property}: 3 arrival(s) today · sent to 2 recipient(s)” - and the time it fired. The statuses:
| Status | Meaning |
|---|---|
| delivered | The message went out to its recipients. |
| held | The run stopped on a blocker, with the reason - it retries by itself once the blocker clears. |
| skipped | Nothing to send, by configuration - for example a property with no reception email; the reason is named. |
| partial | Some recipients got it and some did not. |
| failed | The send errored; the error text shows on the row. |
“The guest says they got nothing”
Section titled ““The guest says they got nothing””- Open Run history and find the runs for that guest’s booking - the summary carries the booking reference.
- No run at all? The rule probably was not on for that property yet, or the booking predates the rule - rules never backfill. Check the rule’s card.
- A held run? The reason is on the row - payment not verified, ID not verified, no code on the unit, no email on file. Clear the blocker and the send happens on its own; held door codes also wait on Today under Automations waiting on you.
- A delivered run? The product handed the message to the channel - check the guest’s spam folder or the address on their profile before assuming a bug.