Troubleshoot workflow enrollment issues

Reason

Steps to resolve

Workflow is not turned on

Records can only be enrolled in a workflow that is turned on. To turn a workflow on:

• In the upper right of the workflow editor, click Review and publish.
• Then, click Turn on. The Workflow is ON switch will be toggled on in the top right.

The record doesn't meet the workflow's enrollment triggers

Check that the record meets the workflow's enrollment triggers. Be sure to check any AND and/or OR logic in the triggers. You can also test the record against the workflow's enrollment triggers in the workflow editor. 

The record met the workflow's enrollment triggers when the workflow was turned on, but existing contacts were not set to be enrolled

When turning on the workflow, the option No, only enroll companies which meet the trigger criteria after turning the workflow on was selected. As a result, only records that meet the enrollment triggers moving forward are added to the workflow.

• To enroll specific records into an existing workflow, you can manually select and enroll records in the workflow editor.
• To avoid this issue moving forward, learn how to enroll existing records that meet enrollment triggers in a workflow.

The record instantly qualifies for workflow unenrollment

Depending on the record's object type, records can be automatically unenrolled at the point of enrollment, in the following instances: 

• If a contact meets the workflow's goals or is on the workflow's suppression list.
• If the record meets the workflow's unenrollment triggers.

Object was previously enrolled in the workflow, and re-enrollment is not enabled

By default, objects are only enrolled in workflows the first time they meet the workflow enrollment triggers or are enrolled manually.

If an object was previously enrolled in a workflow and re-enrollment is not enabled, it will not be enrolled in the workflow if it meets the workflow's original enrollment trigger(s) again.

To allow for re-enrollment, add re-enrollment triggers to the workflow.

Reason

Steps to resolve

Enrollment triggers include OR logic

If a workflow's enrollment triggers includes OR logic, a record only needs to meet one set of the enrollment triggers to qualify for enrollment.

For example, let's say your workflow has the following enrollment triggers:

• Lifecycle stage is any of Customer

  OR

• has filled out Customer survey form on Any page

A contact with a lifecycle stage of customer that did not fill out the form will be enrolled in the workflow.

To prevent this contact from enrolling, the criteria would need to be separated by an AND operator, rather than OR. Learn more about AND vs OR logic.

Enrollment triggers include does not contain any of or is not equal to any of (contact-based workflows)

Contact-based workflows using does not contain any of or is not equal to any of filters will enroll contacts that don't have a specified value for the selected property. If the property is blank, it will meet the enrollment trigger. This also applies to records associated with the contact, such as an associated company.

This can especially affect workflows that use analytics or association properties for enrollment, such as:

• Create date

• IP Country

• Original source

• Associated contacts

Analytics and association properties are processed and populated almost instantly. However, workflow enrollment may occur before HubSpot fills the property. For example, if your workflow enrolls contacts based on the trigger IP Country is not equal to any of United States, a contact with no value may enroll before HubSpot is able to set the property with the value United states.

To prevent contacts without property values from entering the workflow:

• In the enrollment trigger editor, add an AND condition underneath the doesn't contain any of filter. 
• Select the same property that you're filtering for, then select the is known filter.
• Click Apply filter.

Enrollment triggers include is unknown 

The enrollment trigger is unknown searches for records without a value for the specified property. Enrolled records will remain in the workflow even if they gain a value for the property after enrollment.

This can sometimes cause unintended enrollment when using properties that are automatically populated by HubSpot. While HubSpot fills these properties almost instantly, workflow enrollment can happen before the property is filled. 

To avoid similar issues: 

• Add a 1 minute delay before the first action in your workflow. This delay provides a buffer for HubSpot to fill any automatically populated properties and unenroll them from the workflow.
• Configure the workflow's settings to unenroll any records that no longer meet the enrollment trigger:
  
  
  • Contact-based workflows: in the workflow's Unenrollment and suppression settings, select the option to unenroll contacts when they no longer meet the enrollment triggers.
  • Other workflow types: in the workflow's Unenrollment and suppression settings, add unenrollment triggers opposite to the original is unknown enrollment triggers. For example, if an enrollment trigger is IP country is unknown, add the unenrollment trigger IP country is known.