Last updated: December 1, 2020
If a contact, company, deal, ticket, or quote was unexpectedly not enrolled in a workflow, review the possible reasons below.
Please note: if a record was unexpectedly enrolled in a workflow, check out our article on unexpected workflow enrollment.
Workflow is not turned on
Records can only be enrolled in a workflow that is turned on. A workflow that is turned on will have a Workflow is ON switch toggled on in the top right. If not, click Review, then click Turn on.
The record doesn't meet the workflow's enrollment triggers
If the workflow has automatic enrollment triggers, ensure that the record meets them. Take note of any AND and/or OR logic in the enrollment triggers.
For contact-based workflows, you can test a contact against the workflow's enrollment trigger(s) to see if they meet them.
The record met the workflow's enrollment triggers when the workflow was turned on, but existing contacts were not set to be enrolled
By default, workflows are not set to enroll existing records which meet the enrollment triggers at the time the workflow is turned on, only records that meet the enrollment triggers moving forward. Learn how to enroll existing records that meet enrollment triggers in a workflow.
The record instantly qualifies for workflow unenrollment
Contact-based workflow
If a contact meets the workflow's goals or is on the workflow's suppression list at the time of enrollment in the workflow, they will be automatically unenrolled.
Company-based, deal-based, ticket-based, or quote-based workflow
If the record meets the workflow's unenrollment triggers at the time of enrollment in the workflow, they will be automatically unenrolled.
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. Learn how to add re-enrollment triggers to a workflow to allow re-enrollment.