Workflows frequently asked questions

Last updated: mai 21, 2018

Applies to:

Marketing Hub: Pro, Enterprise
Sales Hub: Professional

Find answers and general information quickly about the workflows tool in HubSpot.

Why am I getting an error in my workflow step?

You might see a red alert if you forgot to select all criteria for a step. In the example below, you can see that the action is to send an email, but there was no actual email selected to send.

What does the alert or message mean in my workflow history?

You can check out the history of your workflow by navigating into the active workflow (clicking on its name from the workflows dashboard), and then clicking History at the top of the screen.

Below you'll see messages on particular contact activities as they go through your workflow.

Delay has changed, rescheduling for correct delay

If a contact has already been scheduled for a delay and that delay is changed to be further into the future, the workflow will execute according to the new delay. When the original delay goes to execute, the workflow "sees" that the delay has changed to be further in the future and will reschedule the contact for the new, longer delay. The workflow history will show the following alert:

Executing according to original delay, though the delay has changed

If a contact has already been scheduled for a delay and that delay is changed to be in the past, relative to the original delay, the action will not execute earlier, but will execute according to the original delay. As noted in this article, when a contact is already scheduled to execute an action, the workflow does not check for an update to that action until the scheduled time arrives. So, when the workflow goes to execute at its original delay, it "realizes" that the delay has been moved to a time that has already passed, but cannot execute at that updated time because it has already passed. The updated delay will be applied for contacts not yet scheduled for that delay, but will not apply to contacts already scheduled for it. The workflow history will show the following alert:

Workflow disabled, not executing action

If a workflow action is scheduled for a particular contact and the workflow is deactivated before that action can execute, the contact will miss that action and will be scheduled for the subsequent action or delay, according to the workflow logic. If the workflow is reactivated and the contact is still in the workflow, they will go through the subsequent actions as specified by the workflow. 

Deactivating a workflow does not "pause" the workflow, but rather it prevents any contacts in the workflow from executing their scheduled actions and prevents new contacts who meet the starting condition from enrolling in the workflow. The workflow history will show the following alert:

Did not re-enroll contact. Not allowed per workflow setting

If your workflow settings specify that a contact is not allowed to be enrolled in the workflow more than once, this is the message you will see, and that contact will not be enrolled in the workflow. If you need to enroll that contact, you'll need to change the workflow setting to allow multiple enrollments, then go back and manually enroll the contact in your workflow.

Contact met branch criteria, continuing on the YES branch.

When using branching logic in your workflows, and when a contact arrives at the if/then branch, they will be checked against the branching criteria to determine whether or not they meet the criteria. If they do meet the branch criteria, you'll see the below message indicating the contact, at that time, met the branching criteria, and that they are continuing on the YES branch of the workflow.

Contact did not meet branch criteria, continuing on the NO branch.

When using branching logic in your workflows, and when a contact arrives at the if/then branch, they will be checked against the branching criteria to determine whether or not they meet the criteria. If they do not meet the branch criteria, you'll see the below message indicating the contact, at that time, did not meet the branching criteria, and that they are continuing on the NO branch of the workflow.

How do I avoid alert and errors in my workflow history?

Changing the delays and actions once your workflow is already active has an impact on the contacts already in that workflow. For that reason, it's recommended that you plan and test your workflows before you activate them so that you can let them run, rather than changing the timing or actions after the workflow has been activated.

I'm testing my workflow and it's not enrolling contacts as expected - why?

If you're testing your workflow and it's not executing steps or enrolling contacts as you'd expect, there might be a setting causing this. Within your workflow, navigate to Settings to check your settings.

For example, if your workflow setting for Execute actions on business days only is set to Yes and you're testing on the weekend, you'll run into this issue.

Learn more about testing your workflow.

If I edit a smart list tied to a workflow, will the new contacts be enrolled?

After editing the filters of an active list that is currently used in the enrollment triggers of an active workflow, you'll be prompted to choose whether or not you'd like to enroll the contacts that became eligible based on the change or only enroll contacts who meet the criteria going forward.

If you choose to enroll the newly eligible contacts, the contacts will be immediately enrolled in the workflow. Alternatively, you can choose to manually enroll contacts from a static list into a workflow at a later time.

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