> ## Documentation Index
> Fetch the complete documentation index at: https://sales-docs.keinsaas.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Activity and troubleshooting

> Read run statuses in Activity, diagnose empty queues and skipped steps, fix LinkedIn session issues, and know when to contact support.

Open **Activity** to see every pipeline run: its trigger, progress through each step, and final status. It is the first place to check whenever a run produces unexpected results — too little sent, nothing sent at all, or an outright failure.

## Run statuses

| Status                | What it means                                                                                                                                                    |
| --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Started / Running** | Work is active in the background. Steps are still completing.                                                                                                    |
| **Succeeded**         | The run finished normally. A succeeded run can still process zero items when nothing is eligible — success means no error occurred, not that messages were sent. |
| **Skipped**           | A guard condition or an empty queue prevented a specific step from running. Other steps in the same run may have completed normally.                             |
| **Stopped**           | You stopped the run manually before every step completed. Work up to that point was saved.                                                                       |
| **Failed**            | An error prevented the run from completing normally. Review the run details for the failed step and timestamp.                                                   |

## If the Next run queue is empty

Work through this checklist in order before starting a run:

1. **Active seat** — confirm the contact has an owner and that the seat is active, not paused or disconnected.
2. **ICP gate** — verify the contact meets the current ICP threshold and pipeline criteria.
3. **Blacklist** — check that neither the company name nor its domain appears on your blacklist.
4. **Stop state** — confirm the prospect has no outcome set and has not been archived.
5. **Required data** — ensure the next step has the research, channel, or message data it needs to proceed.
6. **Approval** — if approval mode is on, check that generated messages have been approved and are waiting in the outreach queue.
7. **Cadence** — verify the next follow-up date is actually due today, not tomorrow or later.
8. **Limits** — confirm the relevant daily limit is above `0` and that today's allocation has not already been consumed.
9. **Connected account** — check that LinkedIn and email connections are valid and show a healthy status in **Settings → Account**.

Most empty-queue cases trace back to items 1, 6, 8, or 9. Resolve those first.

## If a run succeeds but sends nothing

A succeeded run that delivers zero messages means every eligible item failed an eligibility or safety check at send time — not that the pipeline itself broke. Review:

* **Newly detected replies** — prospects who replied since the last run are automatically excluded from follow-ups.
* **Connection state** — a disconnected seat blocks LinkedIn steps even when the run reports success.
* **Approval state** — messages awaiting approval in the queue are not sent until approved.
* **Already-sent messages** — duplicates are detected and skipped silently.
* **Stopped or archived prospects** — prospects stopped or archived between queue preview and run time are skipped.
* **Daily limits and due dates** — limits may have been reached earlier in the day by a scheduled run.

The system prefers skipping an uncertain send over delivering a duplicate or contacting someone after a reply. A zero-send success is safer than an incorrect delivery.

## If a run fails

<Steps>
  <Step title="Open the run details">
    In **Activity**, click the failed run to see the step that failed and the exact timestamp.
  </Step>

  <Step title="Do not repeatedly restart">
    Do not keep triggering new runs for a failing LinkedIn step. Repeated attempts can compound the underlying problem.
  </Step>

  <Step title="Check account connections">
    Go to **Settings → Account** and confirm your LinkedIn and email connections are healthy. A session expiry is the most common cause of a failed run.
  </Step>

  <Step title="Contact support">
    If the problem persists, email [support@keinsaas.com](mailto:support@keinsaas.com) with:

    * The representative or seat name
    * The run time and date
    * The step that failed
    * What you expected to happen

    Do not include passwords or LinkedIn session cookies in your support email.
  </Step>
</Steps>

## If your LinkedIn session expires

The Sales Agent pauses all LinkedIn work and sends you a notification when it detects a session expiry. Follow these steps to restore it:

<Steps>
  <Step title="Open Settings → Account">
    Navigate to **Settings → Account** in the Sales Agent dashboard.
  </Step>

  <Step title="Reconnect LinkedIn">
    Follow the on-screen instructions to reconnect with a fresh session. This typically requires logging into LinkedIn in your browser and completing the connection flow.
  </Step>

  <Step title="Wait for confirmation">
    Wait until the account status shows a healthy, connected state before taking any further action.
  </Step>

  <Step title="Resume the pipeline">
    Once the connection is confirmed, resume your normal run schedule or trigger a manual **Run Now**.
  </Step>
</Steps>

<Warning>
  Do not respond to an empty queue or a failed run by sharply raising your daily limits. Higher limits do not fix an eligibility problem or a broken connection — they only increase the potential impact of misconfigured outreach. Diagnose the root cause first, then run at normal limits.
</Warning>

For full status definitions, see [Run the pipeline](/operate/run-the-pipeline). For eligibility troubleshooting, see [Next run queue](/operate/next-run-queue).