Mapping can only start once a participant has the Scribe browser extension or desktop app installed and running. They also need to be signed in, on a supported version, and actually sending workflow activity — not just running in the background — to be considered actively mapping.
Where to find this
Participant mapping health now lives in its own dashboard:
Settings > Workflow Mapping > Workflow Mapping Coverage
The three mapping states
Every participant resolves to one of three states, based on when we last saw them actually mapp an action (not just a heartbeat):
| State | Meaning |
|---|---|
| Mapping | Mapped at least one action in the last 7 days, no known issues. This is the healthy state. |
| Quiet | Mapped before, but nothing in the last 7 days, and nothing we can point to as broken. Covers things like PTO, leave, or a role change — as well as some cases we genuinely can't yet tell apart from a broken client. |
| Not mapping | Never mapped, or mapping is clearly broken for a known reason. |
A note on the target: the goal isn't 100% coverage. There will always be some outliers (people on leave, edge-case setups, etc.). Coverage in the 70%+ range is considered healthy — you shouldn't need to chase the last 10–15%.
Only participants in Not mapping pull the number down. A Quiet participant is not counted as a problem.
Why a participant isn't mapping
Each participant who isn't in Mapping has an underlying reason attached, visible when you click into their row. Some reasons can only ever show as Not mapping; others can appear as either Quiet or Not mapping, depending on whether the person ever mapped at all.
Always shows as "Not mapping"
| Reason | Who can fix it | What you'll see |
|---|---|---|
| Incomplete setup — invite not accepted, or onboarding not finished | Admin, participant, or IT | A reminder to complete setup, linking to the onboarding flow |
| Client not installed | Admin, IT, or participant | A reminder with the install link |
| Unsupported client version | Usually self-heals via auto-update; IT or the participant if it's pinned | An update reminder — this is a link/notice, not an email |
| Allowlist too narrow | Admin | A deep link straight to the allowlist settings screen |
| Signed out | Participant (or automatically, if your org uses silent auth) | A reminder to sign back in |
Can show as "Quiet" or "Not mapping"
| Reason | Shows as Quiet when... | Shows as Not mapping when... | Who can fix it |
|---|---|---|---|
| Paused | Paused, but mapped at some point before | Paused and never mapped | Nobody — it's the participant's own choice, no action needed |
| Below recommended spec | No activity in 7 days, hardware/OS/browser still below spec | Never mapped at all | Not really a fault — while data is flowing, they're mapping/quiet like anyone else. See system requirements. |
| No known issue | No activity in 7 days, nothing else explains it | Never mapped, nothing else explains it | This one's on Scribe to investigate, not the admin. You'll see a list of likely explanations (just onboarded, on PTO, etc.) plus an option to remove the participant from workflow mapping if they're genuinely no longer needed |
Why the split matters: all three "Quiet or Not mapping" reasons can also sit quietly inside the Mapping state itself — someone who's paused, below spec, or otherwise unexplained still counts as mapping as long as they mapped in the last 7 days. None of these are flagged as an issue until the person actually stops mapping for a week.
What you see when you open a participant's row
Clicking into any participant shows:
- Browser and OS
- Browser extension status
- Desktop app status
- Last captured activity
If a participant uses more than one client (e.g., both the browser extension and the desktop app), note that:
- If they have both enabled, both need to be mapping for them to count as healthy.
- If they only use one (just the extension, or just the desktop app), that one mapping is enough.
Troubleshooting by reason
Incomplete setup
- Confirm the invite was accepted; resend if needed.
- Check the extension or desktop app is installed on the browser/OS the participant actually uses.
- Confirm they're signed in.
- If consent is required, confirm they accepted it.
Once complete, the reason clears and the participant moves to Mapping once activity starts flowing in.
Client not installed
- Confirm the participant has downloaded and installed the extension or desktop app.
- If your org uses MDM to push installs, check that the push has actually reached that machine — this can be a deployment/targeting gap on the IT side rather than something the participant needs to do.
Unsupported client version
- Ask the participant to update — browsers auto-update the extension by default, so this typically self-resolves.
- If your org pins versions via policy, this is an IT-side update.
Allowlist too narrow
- Add the missing app(s) in Workflow Mapping Settings.
Signed out
- Ask the participant to sign back in.
- If your org uses silent auth and this keeps happening, this is likely on Scribe's side to investigate — contact your CSM or Support.
No known issue
- Check the listed likely explanations (recently onboarded, on leave, role change, etc.).
- If none apply and the participant should genuinely be mapping, contact your CSM or Support with their email and org name.
- If they no longer need to be mapped, you can remove them from workflow mapping directly from this view.
Knowing when to escalate
Bring in your CSM or Support if:
- Incomplete setup drags on for days after every step above has been completed.
- A reason persists after you've ruled out the usual causes (whitelist, connectivity, version).
- A participant who was previously mapping just stops, with no change on your end to explain it.