Property administrators use the Action Log in Mews Automations to monitor automation performance, diagnose issues, and confirm their automations work as intended. You do this when you want visibility into what an automation actually did, for example, after building a new automation or when a guest reports they did not receive an expected message. You can access the Action Log in Mews Operations under Automations.

 

In this article, you can learn about:

• How to monitor automation performance in Mews Automations
• Accessing the Action Log
• What the Action Log shows
• Understanding run statuses
• Troubleshooting common issues
  • The message reports as sent, but the guest does not receive it
  • The run completes but acts on nobody
• Escalating an issue

 

How to monitor automation performance in Mews Automations

Accessing the Action Log

1. In Mews Operations, go to the main menu  > Automations.
2. Click the automation you want to review.
3. Click the Action Log tab.

What the Action Log shows

Each row in the Action Log corresponds to one execution run of the automation. For each run you can see:

• Start time: The date and time the run begins.
• Name: The name of the automation.
• Status: Whether the run completes successfully or fails.
• Duration: How long the run takes to complete.
• Failed step: If the run does not complete, the step at which it stops. This is the key field for diagnosing issues.

You can click into any individual run to see a full breakdown of each guest processed, including the eligibility checks performed, the actions taken, and the outcome for each guest.

Understanding run statuses

• Completed: Every step runs without error. This does not mean the automation actions every guest: a run that finds nobody eligible, or one where cooldown skips every step, still shows as Completed.
• Failed: A step cannot complete. Check the Failed step column to see where it stops.

When a run completes but nothing visible happens, check the output each step's data leaves by:

• Out: The normal result. The step does what you configured it to do.
• Cooldown: Cooldown skips the step because the automation actioned the same guest or reservation recently. This is normal, not an error.
• Error: The step fails, but the automation continues down that branch. This is how a fallback works.
• A named output, such as above_threshold, means the step makes a decision on your behalf. For example, an occupancy check sends the run down its other branch.

Troubleshooting common issues

The message reports as sent, but the guest does not receive it

Check, in this order:

1. Guest Messaging configuration at the property. If you have not configured this correctly, a send can report success with nothing delivered.
2. Whether you connected the step's error output. If not, a delivery failure has nowhere to go and produces no visible result.
3. Whether the guest has a usable contact detail for the channel the automation used.
4. Whether the property has hit a messaging spend limit, if one is configured.

The run completes but acts on nobody

The eligibility step passes only the guests who qualify. It does not list the guests it excludes, or why. If the automation did not action a guest you expected, compare that guest against the automation's eligibility settings rather than searching the log for a rejection entry.

Escalating an issue

Use the Action Log to track automation performance and diagnose most issues yourself.

If the log does not explain what happened, contact Mews support with:

• the property name and identifier
• the automation name
• the time you expected the automation to run, in UTC and in the property's own time zone
• the reservation, guest, task, or product involved
• which step failed, and which output its data left by
• whether the automation came from a template, was built with Copilot, or was built by hand

Once you know how to read the Action Log and interpret run statuses and output types, you can diagnose most automation issues yourself, and when you do need to escalate, you can hand Mews support the exact details they need to resolve it quickly.