If a contact, company, deal, ticket, or quote was unexpectedly enrolled in a workflow, it could be due to two reasons:
- Workflow's enrollment triggers include OR logic
- Workflow's enrollment triggers include does not contain, is not equal to, or is unknown filter(s)
Please note: if an object was unexpectedly not enrolled in a workflow, refer to this article: Contact, company, deal, ticket, or quote not enrolled in workflow.
Workflow's enrollment triggers include OR logic
If a workflow's enrollment triggers include OR logic, an object only needs to meet one set of the enrollment triggers to qualify for enrollment.
For example, if a workflow's enrollment triggers are the contact property Lifecycle stage is equal to Customer OR the contact has filled out the Customer survey form, a contact with a lifecycle stage of customer and did not fill out the Customer survey form will be enrolled in the workflow.
Learn more about AND vs OR logic.
Workflow's enrollment triggers include does not contain, is not equal to, or is unknown filter(s)
If a workflow's enrollment triggers are based on property values with does not contain, is not equal to, or is unknown filter(s), objects that have no value for those properties will be eligible for enrollment. For example, if a workflow has an enrollment trigger the contact property IP country does not contain/is not equal to United States or is unknown, contacts with an empty IP country property meet the criteria and will be enrolled in the workflow.
In some situations, it may be unexpected for an object not to have a value for a property. This may happen when the workflow's enrollment triggers are based on analytics properties that are generated by HubSpot, such as Create date, IP country, and Original source. Although most analytics properties are processed and populated almost instantly, workflow enrollment may sometimes occur more quickly, while the object briefly has no value for that property.
This can also occur for associated object properties, as it can take longer for HubSpot to associate the objects than it takes for workflow enrollment to occur. For example, if a contact-based workflow has an enrollment trigger the [associated] company property Annual revenue is unknown, a contact with an associated company with a known Annual revenue value may be enrolled into a workflow before the company record is associated with the contact record.
To resolve these possible issues:
- Contact-based workflow
- Set the workflow to remove contacts that no longer meet the enrollment conditions.
- Add a delay of around one minute to the workflow before the first action.
- Company-based, deal-based, ticket-based, or quote-based workflow
- Add unenrollment trigger(s) that oppose the original enrollment trigger(s) based on property values with does not contain, is not equal to, or is unknown filter(s). For example, if an enrollment trigger is [associated] company property Annual revenue is unknown, add an unenrollment trigger [associated] company property Annual revenue is known.
- Add a delay of around one minute to the workflow before the first action.
