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Common Workflow Errors (and How to Fix Them)

A troubleshooting guide for the workflow errors that show up most often in campaign logs — what causes them and how to fix them.

📝 This article covers the errors we see most frequently on Add to Sequence / Cadence / Flow steps, Gem-E message generation, and record creation and updates. Each section shows the exact error text you'll see in your campaign logs, what's happening behind it, the usual causes, and how to fix it.

Important: Not every workflow error means something is broken. Some errors are expected system behavior, and many are one-off records that don't affect the rest of your campaign. The errors below are the common ones that are easily addressed. If you have deeper questions about a specific workflow error, consult your CSM.

Where to find workflow errors

You can see errors in two places:

• Per campaign: each campaign shows an Errors column, so you can quickly spot which campaigns have records that ran into issues.
• All records (Logs): click Logs for an overview of every processed record — successes and errors. Use the filters at the top to narrow by campaign, date, action type, and status.

How to use this guide

Every error below follows the same layout:

• What you'll see — the error message (and common variations) as it appears in your campaign logs
• What's happening — a plain-English explanation
• Common causes — why it usually happens
• How to fix it — the steps to resolve it

Most of these come down to two things: owner/routing data that isn't set the way the enrollment step expects, or conflicting instructions telling Gem-E how many messages to write. If you just want the fastest path, jump to the Quick reference table at the bottom.

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The owner of the record doesn't have a User in the SEP

Impacted steps: Add to Sequence, Add to Gong Flow, Add to Salesloft Cadence

What you'll see

The Owner of the Prospect in Salesforce doesn't have a User in the SEP.

Common variations:

The Owner of the Contact in Salesforce doesn't have a User in the SEP.
The Owner of the Lead in Salesforce doesn't have a User in the SEP.
The Owner of the Prospect in HubSpot doesn't have a User in the SEP.

What's happening

We're trying to add this person to the selected sequence, cadence, or flow, but the owner of the record in your CRM doesn't have a matching user in your Sales Engagement Platform (SEP). We match CRM users to SEP users by email — if there's no match, we don't have anyone to enroll the prospect under.

Common causes

• The record is owned by a placeholder user (for example, marketing@usergems.com).
• The record is owned by a real user, but that user doesn't have a license in your SEP.
• The record is owned by a real user, but their email addresses don't line up between the CRM and the SEP (for example, a name change that was only updated in one system).

How to fix it

1. Make sure records created or updated by UserGems are routed to the correct user in your CRM so they enroll properly. You can handle this with your own routing rules, or by adding an Assign Owner action into the workflow before the enrollment step.
2. Confirm your users are set up correctly in your SEP (they exist and have a license).
3. Confirm the email addresses match between the SEP user and the CRM user.

The field to determine the owner is not set for this record

Impacted steps: Add to Sequence, Add to Gong Flow, Add to Salesloft Cadence

What you'll see

The field to determine the Owner on the account is not set for this Contact.

Common variations:

The field to determine the Owner on the contact is not set for this Contact.
The field to determine the Owner on the lead is not set for this Lead.
The field to determine the Owner on the company is not set for this Contact.

What's happening

In the enrollment step, you chose to enroll the prospect using an owner field on the Account, Contact, or Lead object (for example, Account Owner or Account BDR Owner). For this specific record, that field is blank — so we don't know who to enroll the prospect under.

Common causes

• The Enroll By field you selected in the action step is empty for this record.

How to fix it

You've got two options:

1. Populate the field everywhere. Make sure all accounts in your CRM have this field filled in, and keep it that way going forward. You can do this in your own routing, or by adding an Assign Owner action into the UserGems workflow before the enrollment step (for example: if Account BDR Owner is blank, round-robin among a set of BDRs).
2. Set a fallback in the enrollment action. Add conditional logic so that if the primary field is blank, we enroll by a different field or a specific user (for example: if Account_BDR_Owner is blank, enroll by a different owner field or a named user).

The Lead doesn't have an Account ID needed to determine the owner

Impacted steps: Add to Sequence, Add to Gong Flow, Add to Salesloft Cadence

What you'll see

The Lead doesn't have an account Id, which is needed to get the field to determine the Owner.

What's happening

In the enrollment step, you chose to enroll the prospect by an account-level owner (for example, Account Owner or Account BDR). But the record you're trying to enroll is a Lead — and Leads aren't associated with an account, so there's no account to pull the owner from. The enrollment fails as a result.

How to fix it

Set conditional logic on the enrollment step so the two record types are handled differently:

• If the record is a Contact, enroll by the Account Owner (or whichever account-level field you're using).
• If the record is a Lead, enroll by a different field or user instead (for example, Lead Owner, Lead BDR Owner, or a specific user).

💡 If you'd rather not sequence Leads at all in this campaign, you can instead exclude Leads from the audience, or ask the team to convert them to Contacts.

The person used for sequencing doesn't have an active mailbox

Impacted steps: Add to Sequence

What you'll see

The Person used for Sequencing does not have an active Mailbox.

What's happening

The person we're trying to enroll this prospect under doesn't have their mailbox set up correctly in Outreach, so we can't send email on their behalf.

How to fix it

First, figure out whether the prospect is being sequenced by the right rep:

• If it's the correct rep: check that the user has the Mail Send column set to active (green check) in Outreach.
• If it's the wrong rep (someone who shouldn't be sending emails): the prospect is being routed to the wrong person. Fix the routing so prospects go to the correct rep.

Failed to generate AI messages (Gem-E)

Impacted steps: Create Gem-E Messages

What you'll see

Failed to generate AI messages: Gem-E generated 7 messages, which is less than required by the following actions: Action: Update CRM fields (ID: 196028) - Expected at least 9 messages.

The numbers will vary, but the shape is always the same: Gem-E generated a certain number of messages, and a downstream action expected more than that.

What's happening

Gem-E generated a different number of steps than a later action in the workflow requires. A couple of examples:

• Gem-E generates 6 steps, but the workflow later adds the prospect to a sequence that requires 7 steps.
• Gem-E generates 6 steps, but a later action updates CRM fields and expects 7 Gem-E fields to be populated.

Common causes

• Missing instructions telling Gem-E how many steps to generate.
• Conflicting prompts between your company-level instructions and the campaign-level instructions (for example, company level says "always generate 6 steps" but the campaign says "generate 7").
• Conflicting instructions from Seller Content (for example, an uploaded sample email implies 6 steps, which conflicts with the campaign-level instruction).

How to fix it

• Reconcile your prompts so nothing is fighting for a different step count across company level, campaign level, and Seller Content.
• Use conditional language in your company-level prompt so it can be overridden. For example: "Unless otherwise stated in the campaign-level prompt, generate 6 steps."
• Keep the company-level prompt loose if you know you'll contradict it at the campaign level for specific campaigns.

💡 The goal is a single, clear source of truth for step count. If the company prompt hard-codes a number, every campaign that needs a different number has to override it explicitly — which is easy to forget.

Restricted picklist value rejected

Impacted steps: Create or Update Record in CRM, Update CRM Field

What you'll see

Error creating Account: Could not create: [{"message":"bad value for restricted picklist field: UserGems","errorCode":"INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST","fields":["Lead_Source__c"]}]

The field name will vary, but the error code is always INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST.

What's happening

We're trying to write a value into a picklist field in your CRM, but that field is locked down to a fixed set of values — and the value we're sending isn't one of them. In the example above, we're stamping "UserGems" into Lead Source, but "UserGems" isn't one of the accepted options in that picklist.

Common causes

• The field is a restricted picklist (the admin has limited it to a defined set of values), and the value we're mapping in doesn't exist in that set.
• This can happen on any restricted picklist we write to, not just Lead Source. Other common ones: Status, Type, and any custom restricted picklist a UserGems value is mapped into.

How to fix it

You've got two options:

1. Add the value to the picklist. Have an admin add the value we're sending (for example, "UserGems") to the field's value set in your CRM.
2. Remap to an accepted value. Change what UserGems is mapping into that field so it matches a value that already exists in the picklist.

Field integrity validation failure

Impacted steps: Create or Update Record in CRM, Update CRM Field

What you'll see

Prospect creation failed: [{"message":"There's a problem with this state, even though it may appear correct. Please select a state from the list of valid states.: Mailing State/Province","errorCode":"FIELD_INTEGRITY_EXCEPTION","fields":["MailingState"]}]

The field will vary, but the error code is always FIELD_INTEGRITY_EXCEPTION.

What's happening

We're sending a value that doesn't pass a special validation rule your CRM runs on that field. State and Country fields are by far the most common case. If your org uses standardized State & Country values, the value we send has to match their expected set exactly — including format and spelling. A value can look correct to a human and still be rejected (for example, "California" vs. "CA" vs. "Calif", depending on how your org is set up).

Common causes

• A state or country value doesn't match your CRM's valid set (wrong format or spelling).
• More broadly, any field that runs its own built-in validation rejected the value we sent. Address and geography fields are the usual culprits, but it isn't limited to them.

How to fix it

• Send the value in the format your org expects for that field — typically the standard code or the exact label from your configured value set (for example, the ISO state/country code).
• If you're not sure what format your org expects, an admin can confirm the accepted values for the field.

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Quick reference

For Admins

Most of these errors trace back to CRM routing and enrollment configuration. A few things that prevent them at the source:

• Route before you enroll. Adding an Assign Owner action into the workflow before the enrollment step lets you guarantee a valid owner (and a valid SEP user) rather than relying on every CRM record already being clean. Round-robin logic works well here for records that come in unassigned.
• Build conditional enrollment for mixed record types. Because Leads don't carry an Account ID, any campaign that mixes Contacts and Leads should branch enrollment logic by record type. Enroll Contacts by the account-level owner and Leads by a lead-level owner or a named fallback user.
• Keep SEP and CRM user identities in sync. We map CRM owners to SEP users by email. Name changes, re-provisioned accounts, and unlicensed users are the usual culprits behind "no User in the SEP" errors. Audit these periodically.
• Treat step count as one source of truth. Company-level prompts that hard-code a step count will collide with any campaign or Seller Content that implies a different number. Use conditional phrasing ("unless otherwise stated…") at the company level and let campaigns override explicitly.
• The two field errors key off configuration, not the field name. INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST fires only when a picklist has "Restrict picklist to the values defined in the value set" checked and the incoming value isn't in the set — an unrestricted picklist would simply accept the new value instead. FIELD_INTEGRITY_EXCEPTION comes from a field running its own validation (most often the State & Country Picklists feature). That's why the two codes rarely cross over: a state error almost always surfaces as a field integrity exception (or sails through silently if State & Country picklists aren't enabled), while fields like Lead Source surface as the restricted-picklist error.

Still need help? Submit a ticket and our support team will get back to you.

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