Agent to Automation migration isn't working, troubleshooting

This hub covers the common issues customers hit when migrating an Agent to a Moby 2 Automation. Each section below follows the same format: Issue (the symptom you're seeing), Environment (where it shows up), Cause (why it happens), and Resolution (the steps to fix it). Jump to the section that matches what you're seeing.

The Automation builds and runs successfully, but no message appears in the Slack channel you selected. No error is shown in-app.

Moby 2 Automations with Slack delivery. Typically occurs on the first run after migration, when the old Agent's Slack connection isn't carried over.

Slack connections don't transfer from Agents to Automations. Every new Automation authorizes Slack as a fresh connection, even if the old Agent was already posting to the same workspace.

If reauthorization fails, have your Slack admin confirm that the Triple Whale app is still installed in the workspace.

The Automation runs, but the destination Google Sheet stays empty or doesn't update.

Moby 2 Automations with Google Sheets delivery. Usually happens after migrating an Agent that was writing to Sheets.

Same root cause as Slack, Google Sheets connections don't transfer from Agents to Automations. The Automation also needs to be pointed at a specific spreadsheet and tab on its own.

If the Sheet is shared across multiple users, make sure the Google account you're authenticating with has edit access, not just view.

When you open or run a new Automation, it shows an integration (Meta, Google Ads, Klaviyo, Shopify, etc.) as Not Configured, even though you can see data from that platform elsewhere in Triple Whale.

Moby 2 Automations that depend on a specific data integration. Common immediately after a store-wide event that expires tokens (password reset on the ad platform, OAuth reauthorization, etc.).

Account-level integration tokens have expired or been revoked. Automations read integration status fresh on each run, so they'll catch expired connections that the rest of the product has cached.

💡 Note. Reconnecting at the account level fixes this for every Automation using that integration at once; you don't need to fix each Automation individually.

The Automation output shows data from a different store than you expected, or says it couldn't find the store entirely.

Multi-store Triple Whale accounts. Common when an Agent was originally configured to pull from "all stores" with the old Moby 1 dropdown, and the migration couldn't disambiguate.

Moby 2 handles multi-store differently than Agents did. Instead of a dropdown, Moby confirms the store scope directly with you during migration. If you skipped or misanswered the multi-store follow-up question, the Automation defaults to the store you were viewing when you started the flow.

For reports that should cover several stores, build one Automation per store, that's the recommended pattern today.

The kickoff output looks different from what your Agent used to produce, missing sections, different date range, or a different analytical angle.

Any Automation migrated from an Agent with a complex or multi-step prompt. Most common when the Agent had implicit assumptions (e.g., "the last 7 days" without stating so) that Moby 2 interprets differently.

Moby 2 reads prompts more literally than Moby 1 did. Implicit instructions that worked in Moby 1 may need to be stated explicitly. This isn't a failure, it's a more precise interpretation.

For deeper prompting patterns, see Moby 2 Best Practices & Common Use Cases.

During migration, Moby flags that the Agent references a file (like a COGs sheet or a custom SKU list) and the file can't be found.

Any Agent that read from an uploaded document or external file.

File handling works differently in Automations than it did in Agents. The migration flow can't always locate file attachments from the original Agent, especially if they were uploaded inside a specific Moby chat session rather than attached to the Agent directly.

If the original file is lost, you'll need to recreate it before migration can proceed.

The migration flow refuses to rebuild your Agent, or Moby flags the Agent as unsupported. The Agent was doing things like updating ad budgets, pausing campaigns, or adjusting bids.

"Action agents" Agents that executed changes in connected ad platforms, not just read from them.

Automations today are analysis and reporting tools. They surface insights but don't execute changes in ad platforms. Action agents don't have a direct equivalent yet.

Standard Automations don't execute changes in ad platforms today, they surface insights and reports. If you're using an action Agent (one that updates ad budgets, changes bids, or pauses campaigns), open a support chat before sunset so we can scope the right path for you.

Your Agent had conditional logic, "if MER drops below X, send the alert; otherwise stay quiet" but the Automation runs every time regardless.

Any migrated Automation that came from an Agent with branching or threshold logic.

Pass/fail branching isn't supported in Automations today.

Two options.

You're looking for a self-serve toggle to turn Moby 2 on for your store and can't find one in the Admin area.

Any Admin trying to enable Moby 2 before migrating Agents.

Moby 2 enablement is currently handled by Triple Whale Support, there isn't a self-serve button in the product today.

See How to enable Moby 2 on your store for the full walkthrough.

You've clicked Enable Moby 2, but the top bar still opens the old Moby 1 chat.

Any browser that had Triple Whale open at the moment Moby 2 was enabled.

Stale cache. The page needs a hard refresh to pick up the new state.

Hard-refresh the page: <kbd>Cmd</kbd> + <kbd>Shift</kbd> + <kbd>R</kbd> on Mac, <kbd>Ctrl</kbd> + <kbd>Shift</kbd> + <kbd>R</kbd> on Windows. If Moby 1 is still showing after a hard refresh, open a support chat.

After Moby 2 is turned on, your Moby 1 saved prompts or pinned chats don't appear in the new Threads view.

Any user who relied on Moby 1 saved prompts or pinned history.

Moby 2 Threads start fresh. Moby 1 history isn't deleted, it moves to Settings → Moby Tools, but it doesn't sync into the new Threads column.

Find the Moby 1 chats at Settings → Moby Tools → Chat History (Moby 1) and saved prompts at Settings → Moby Tools. Copy anything you want to keep using into a new Moby 2 Thread.

Open a support chat via the help widget in Triple Whale. For fastest resolution, include:

Support is prioritizing Agent migration issues throughout the migration window.