Frequently Asked Questions

Last updated: December 13, 2016

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Marketing: Pro, Enterprise
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While you venture through the world of Workflows in HubSpot, there may be some questions that come up along the way about your workflows. What kind of things should I be doing with my Workflows that I'm not? And maybe even the other way around. We hope to provide some answers here to address the specific questions that may have come up for you while implementing your workflows.

Below, we'll go over some common error and alert messaging that can appear in workflow steps as well as in your workflow history.

Why am I getting an error in my workflow step?

You might see a red alert if you're forgotten 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), 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 we learned 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?

As you can see, changing the delays and actions once your workflow is already active has an impact on the contacts already in that workflow. For that reason, we recommend 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?

It's likely if you're testing your worklfow and it's not executing steps or enrolling contacts as you'd expect, that there's something in your settings causing this. Within your workflow, navigate to Settings on the left-hand side 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 how the test workflow feature works here.

I have more questions on workflows...

That's okay. We have more answers. Check out the links below.

How do I add existing leads to a Workflow?

How do I prevent new contacts from enrolling in my active workflow?

When a contact leaves the starting list of a workflow, will they be unenrolled?

How do I enroll a single contact in a workflow?

How do I enroll contacts from a smart list into a workflow?

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

Can I send an auto response email only the first time a form is submitted?

Does the Workflow delay count from the previous step or from the start?

Why weren't the existing contacts in my smart list enrolled in my workflow?

What does it mean in the workflow overview when a contact joined the goal list at a certain step?

How do I add emails to a workflow?

How can I change a contact property using Workflows?

Why aren't my Contacts being enrolled in a workflow?

What happens to enrolled contacts when I change the timing of my workflow steps?

What does the conversion rate of a workflow mean?

If I disable my workflow then re-enable it, what happens to the contacts who were part way through?

How do I manually add a list to a Workflow?

How do suppression lists work in Workflows?

What happens to active contacts when I add steps to a workflow?

What happens to the conversion rate on the workflow overview if I change my goal list?

How do I remove contacts from a workflow?

How do I set up double opt-in functionality using your Email and Workflows tools?

How can I see who is currently enrolled in my workflow?

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