Last updated: November 10, 2021
If a contact, company, deal, quote, ticket, or custom object record was unexpectedly enrolled in a workflow, it's likely due to the workflow's enrollment triggers. Below, learn about filter logic that could be unexpectedly enrolling records.
If a record was unexpectedly not enrolled in a workflow, learn about why records may not be enrolling in your workflows
If a workflow's enrollment triggers include OR logic, a record only needs to meet one set of the enrollment triggers to qualify for enrollment.
For example, let's say your workflow has the following enrollment triggers:
A contact with a lifecycle stage of customer that did not fill out the form will be enrolled in the workflow. To prevent this contact from enrolling, the criteria would need to be separated by an AND operator, rather than OR.
Learn more about AND vs OR logic.
The enrollment trigger filter searches for records without a specified value for the property. In company, deal, quote, and ticket-based workflows, records with no data populating the property will not be enrolled. Learn more about excluding/including records with no data in workflow enrollment.
However, contact-based workflows using these filters will enroll contacts that don't have a specified value for the selected property. This means that if the property is blank, it will meet the enrollment trigger. This also applies to records associated with the contact, such as an associated company.
This can especially affect workflows that use analytics or association properties for enrollment, such as:
Analytics and association properties are processed and populated almost instantly. However, workflow enrollment may occur before HubSpot fills the property. For example, if your workflow enrolls contacts based on the trigger IP Country is not equal to any of United States, a contact with no value may enroll before HubSpot is able to set the property with the value United states.
To prevent contacts without property values from entering the workflow:
The enrollment trigger filter is unknown searches for records without a value for the specified property. Enrolled records will remain in the workflow even if they gain a value for the property after enrollment.
This can especially be an issue when using properties that are automatically populated by HubSpot. While HubSpot fills these properties almost instantly, workflow enrollment can happen before the property is filled. For example, if a workflow enrolls contacts with IP Country is unknown, a contact may enroll before HubSpot is able to fill the property with United States.
In contact-based workflows, you can prevent this situation by setting up a one minute delay at the beginning of the workflow, then enabling an unenrollment setting. The delay creates a buffer for HubSpot to populate the property before any further workflow actions occur. The workflow setting will then unenroll any contacts that have gained a value for the enrollment property during the delay.
To set this up:
In company, deal, quote, and ticket-based workflows, you can unenroll records that gain a value for a property by setting up a one minute delay and adding unenrollment criteria. The delay creates a buffer for HubSpot to populate the property before any further workflow actions occur. The workflow setting will then unenroll any contacts that have gained a value for the enrollment property during the delay.
To set this up:
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