Contacts

How do I remove contacts from a workflow?

Last updated: November 15, 2017

Available For:

Marketing: Pro, Enterprise
Sales: Professional

You may occasionally wish to remove contacts from a workflow. For example, you may want to remove a contact from your lead nurturing workflow when they become a customer.

Option 1: From the individual contact record

  • Navigate to Contacts:
    • In your Marketing Professional or Enterprise account, navigate to Contacts > Contacts
    • In your Sales Professional account, navigate to Contacts.
  • Click the contact name to open the record.
  • Locate the Workflow memberships card on the left and click Manage workflow memberships to see the workflow(s) the contact is currently enrolled in.
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  • Click Unenroll next to the workflow from which you would like to remove the contact.
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Option 2: From the workflow history screen

  • Navigate to Workflows:
    • In your Marketing Professional or Enterprise account, navigate to Contacts > Workflows.
    • In your Sales Professional account, navigate to Sales Tools > Workflows.
  • Click the workflow name from which you wish to unenroll the contact.
  • Navigate to the History tab and locate your contact. You can use the search bar at the top to search for the contact.
  • Hover over an event for this contact, then click Unenroll.

Option 3: Suppress a list of contacts 

Think of suppression lists as the set of contacts who you never want to be part of the workflow, such as how a list of customers should be suppressed from your lead nurturing workflow. You can create a list in HubSpot with certain criteria and use it as a workflow's suppression list, to ensure that contacts who are members of that list are not enrolled in that workflow.

Please note: only Marketing Professional and Enterprise users can use suppression lists in workflows.

  • In your HubSpot Marketing Professional or Enterprise account, navigate to Contacts > Workflows.
  • Click the workflow name.
  • Navigate to the Settings tab and select Unenrollment and suppression from the left sidebar menu.
  • Select your suppression list from the dropdown menu under Suppression lists for this workflow.
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  • Click Save settings.

Please note: contacts who are already in the workflow will not be immediately removed. The workflow will check against your suppression list(s) right before the next workflow step is executed, and the contact will be unenrolled if they belong to the list.

Option 4: Add goals to the workflow

Goals can be used to track the success and conversion rate of your workflows. As contacts meet the goals you have set up, they will be removed from the workflow.

  • Navigate to Workflows:
    • In your Marketing Professional or Enterprise account, navigate to Contacts > Workflows.
    • In your Sales Professional account, navigate to Sales Tools > Workflows.
  • Click the workflow name.
  • Click Goal in the upper left.
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  • Set the criteria of your goal(s). If you have a list of contacts you'd like to unenroll, select List membership and choose the list from the dropdown. Contacts who join this list will be unenrolled from the workflow right before their next scheduled step is about to execute.

Please note: only Marketing Professional and Enterprise users can use goal lists in workflows.

Learn more about setting a goal for your workflow here

Option 5: Remove contacts when they no longer meet the criteria for the starting list

When activated, this setting will prevent contacts who no longer meet the workflow's starting conditions to be removed form the workflow. 

  • Navigate to Contacts:
    • In your Marketing Professional or Enterprise account, navigate to Contacts > Contacts
    • In your Sales Professional account, navigate to Contacts.
  • Click the workflow name.
  • Navigate to the Settings tab, then select Unenrollment and suppression from the left sidebar menu.
  • Under When a contact no longer meets the enrollment conditions, remove them from this workflow, select Yes, remove them from this workflow.

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