This page follows one Zoho event through Kylo. It is the reference for why a lead received a message, or why it did not. The outbound pipeline: a Zoho workflow rule posts lead fields through the Kylo webhook into an agent turn, which calls the send template tool and reaches the Meta Cloud API, ending in a send receipt

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The path

  1. Zoho posts the event. The installed workflow rule posts the lead’s merge fields to Kylo’s Zoho webhook. The post carries your connection’s secret in the x-kylo-zoho-webhook-secret header and a Kylo trigger name.
  2. Kylo authenticates the post. A post with no secret, no trigger name, or no record id, or with a secret that matches no connection, gets a 403 and nothing else happens. The connection must also be Connected.
  3. Kylo finds the campaigns. Every Active campaign of that agent whose trigger uses this automation is a candidate. Paused and stopped campaigns are not.
  4. Kylo fetches the lead from Zoho. One fetch serves all candidate campaigns. If it fails, the send is skipped with needs_reconnect or lead_fetch_failed.
  5. Each campaign runs its gates. The tag gate comes first when the trigger has a tag, then four decision gates in this order.
  6. Kylo claims the receipt. An atomic claim for this campaign and lead prevents two simultaneous events from sending twice.
  7. The agent turn runs. One turn, marked as an outbound trigger.
  8. The send tool checks and posts. Kylo validates the call, posts the template to Meta, and settles the receipt.
  9. The thread is recorded. The sent message appears in Conversations with delivery marks.

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The gates and their skip reasons

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What the agent turn does

The turn’s input is a fixed instruction: call send-whatsapp-template exactly once with the campaign’s template, fill each {{n}} from the lead record as slots, never send a blank value, and do not answer with text. The turn also receives the trigger name, the template language and body, and the lead record. If the lead already has a WhatsApp conversation, the agent can read it but writes nothing back.

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What the send tool checks

Kylo retries a send once when Meta answers 130429 or 131056, which are rate limits that clear with a short wait. Other Meta errors are final for that send. See Send errors. A send that reached Meta counts as sent even if the turn failed afterwards. The tool outcome decides the receipt, not the turn.

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Where you see the result

  • Campaigns: the Sent and Failed counters.
  • Logs: every skip and every success writes a line from the source Zoho CRM. A skip reads “Template send skipped: ” and a success reads “Outbound template sent”. See Logs.
  • Conversations: sent messages appear on the lead’s thread. See Thread and ticks.

Monitor sends

Follow a campaign from the counters to the conversation.