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Workflows

Manage workflow settings

Last updated: November 1, 2022

Applies to:

Marketing Hub Professional, Enterprise
Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise
Operations Hub Professional, Enterprise

From a workflow's Settings tab, you can manage when actions should execute, set unenrollment triggers, add associated campaigns, allow Salesforce enrollment, and configure workflow related notifications. 

To access a workflow's settings:

  • In your HubSpot account, navigate to Automation > Workflows.
  • Hover over the workflow, then click Edit.
  • In the workflow editor, click the Settings tab.

General

In the General tab, you can manage the days of the week and times that actions can execute for all workflow types. In contact-based workflows, you can allow contacts to be enrolled from Salesforce and associate workflows with campaigns. 

In the General tab of your workflow editor, configure the following:  

  • What times do you want the actions to execute?: specify when records can execute workflow actions based on your account's timezone. By default, workflow actions will execute as soon as an enrolled record reaches the action. When specifying your execution timeframes, do note the following: 
    • When a record reaches an action outside of the set time frame, the workflow will attempt to reschedule the action for the same time on the next available day. However, if the time of the action is outside the specified timeframe, the workflow will instead reschedule the action for the earliest available time on the next available day.
    • To prevent workflow overload, actions are rescheduled to execute within a 15-minute window. For example, if the next available time is 9:00 AM, actions will be rescheduled for times between 9:00 - 9:15 AM.
    • Delays and if/then branches are not rescheduled, but the action that follows is. For example, a deal-based workflow is set to only execute actions Monday through Thursday, 9:00 AM to 5:00 PM.  The deal enters a 2-day delay on Thursday, then exits the delay on Saturday. The next action will be rescheduled for Monday between 9:00 - 9:15 AM.
  • What upcoming dates do you want to pause actions from executing?: pause a workflow to prevent actions from executing on specific dates. You can also set the dates to pause annually. On those dates, when a record reaches an action, it will pause until the next available date. When using pause dates, do note the following:

    • Pause dates take other date settings into account when rescheduling actions. For example, a workflow is set to only execute actions on Monday - Wednesday from 9AM to 5PM. If you add a pause date that takes place on a Wednesday, the next action will be rescheduled for the next Monday at 9AM.
    •  Records will still enroll and enter delays and if/then branches on paused days. Once they leave the delay or if/then branch, they will pause at the next action instead. 
  • Allow contacts to be enrolled into this workflow from Salesforce: if you've installed the Salesforce integration and added the HubSpot Visualforce window, you can choose to enroll Salesforce leads and contacts that have synced to HubSpot into contact-based workflows. Learn more about enrolling your Salesforce leads or contacts into HubSpot workflows directly from Salesforce.
  • Campaign: associate your contact-based workflow with a campaign. This setting is only available to accounts with Marketing Hub Professional or Enterprise subscriptions. When a campaign is associated with a workflow, the following data will be available in the campaign:
    • The number of enrolled contacts.
    • The number of contacts that joined the goal list. Learn more about setting up workflow goals.
    • The overall workflow conversion rate. This is calculated by dividing the Joined goal list number by the Started workflow number, then multiplying by 100 to get a percentage.

  • If you're using the What times do you want the actions to execute? or What upcoming dates do you want to pause actions from executing? settings and records are paused or rescheduled in an action, the action will show a count of those records. To view the specific records and when they're rescheduled to proceed:
    • Click the action.
    • In the right panel, click the [Object] in action tab.



workflow-contact-waiting-in-action

Unenrollment and suppression

In contact-based workflows, you can manage the enrollment of merged contacts, remove contacts that no longer meet enrollment criteria, and prevent enrollment of contacts in specific lists.

In other workflow types, you can set the criteria that unenrolls active records and also prevents them from enrolling or re-enrolling.

Manage unenrollment and suppression in contact based workflows

In the Unenrollment and suppression tab of a contact-based workflow, configure the following:  

  • When contacts enroll in this workflow: this workflow setting allows you to decide what will happen to enrolled contacts who are also enrolled in another workflow. By default, contacts will not be removed from other workflows.
    • Do not remove them from other workflows: contacts will remain enrolled in other workflows.
    • Remove them from all other workflows: once the contact is enrolled in this workflow, they will be removed from all other workflows.
    • Remove them from a specific workflow: once the contact is enrolled in this workflow, they will be removed from any workflow you select from the dropdown menu. 
  • When a contact no longer meets the enrollment conditions, remove them from this workflow?: this setting determines whether a contact will be removed if they no longer meet the enrollment trigger criteria while enrolled. By default, contacts are not removed.
    • When this setting is set to Yes, contacts who do not meet the criteria cannot be manually enrolled.  
    • If you have a contact currently enrolled in the workflow that did not meet the enrollment triggers before this setting was enabled, they will not be unenrolled from the workflow once the setting is enabled and you will need to manually unenroll them.
    • If you enroll a test contact that does not meet the enrollment triggers when this setting is enabled, they will be automatically unenrolled from the workflow and will not execute any of the steps.
  • When two contacts are merged, should the newly created contact enroll in this workflow if they meet the trigger criteria?: by default, workflows will not enroll merged contacts. However, merged contacts can enroll in the future if they meet the enrollment triggers again and re-enrollment is enabled.
  • Suppression lists for this workflow: add a list of contacts that you don't want to enroll in the workflow.
    • If a suppression list is removed from a workflow's settings, or if contacts are removed from a suppression list, those contacts will not automatically enroll in the workflow, even if they meet the workflow's enrollment triggers. They will be eligible to enroll the next time they meet the workflow's enrollment or re-enrollment criteria.
    • Adding a suppression list to a workflow will do one of three things based on a contact's current enrollment status:
      • Contact is not currently enrolled in the workflow and is a member of the suppression list: the contact will not be enrolled in the workflow even if they meet the enrollment triggers at a later time, and will appear in the workflow's history as being found in a suppression list and unenrolled. The contact also cannot be manually enrolled.
      • Contact is currently enrolled in the workflow and is a member of the suppression list: the contact will be unenrolled when they reach the next step in the workflow.
      • Contact is currently enrolled in the workflow and is not a member of the suppression list: the contact will remain in the workflow. However, if they meet the criteria of the suppression list at a later time, they will be unenrolled.

Set unenrollment triggers for other workflow types 

In other workflows types,unenrollment triggers will remove actively enrolled records from the workflow and prevent them from enrolling or re-enrolling. To set unenrollment triggers: 

  • Click the Unenrollment and suppression tab. 
  • Click Set unenrollment triggers.
  • In the right panel, set your unenrollment triggers. Then, click Apply filter. Learn more about unenrollment triggers in workflows.
  • Add more unenrollment triggers as needed, then click Save.


Notifications

From a workflow setting's Notifications tab, set up email notifications to alert users and teams when a workflow's enrollment rate increases or decreases beyond a certain percentage. 

Set up user workflow notification settings 

Before setting up notifications in the workflow editor, ensure that your user notifications are turned on. While Super admins in Enterprise accounts can set default notification preferences for other users, preferences set by individual users will take precedence over the defaults. Learn more about setting up user notifications in HubSpot
  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Notifications.
  • Click the Email tab.
  • In the Email section, click to toggle the switch on to receive email notifications to your inbox.
  • Scroll down and click Workflows.
  • Select the Weekly digest of change in workflow enrollments checkbox.
     

Set up notifications for individual workflows (Enterprise only)

Email notifications must be set in the workflow editor for individual workflows. Each week, an email containing a list of configured workflows will be sent to the selected users and team Once this is set up, users will receive a weekly notification email with the number of enrollments and the percentage increase or decrease in enrollments for their selected workflows.   

To configure your notifications settings: 
  • Send internal email notification every Friday at 10am if week-over-week enrollment rates for this workflow increase by at least: enter a percentage to trigger this notification. If enrollment rates increases by more than this percentage, the workflow email notification will be sent. If this option is left blank, notification emails will not be triggered for increased enrollments in the workflow.   
  • Send internal email notification every Friday at 10am if week-over-week enrollment rates for this workflow decrease by at least: enter a percentage to trigger this notification. If enrollment rates decreases by more than this percentage, the workflow email notification will be sent. If this option is left blank, notification emails will not be triggered for decreased enrollments in the workflow.   
  • Send internal email notifications to users: select specific users to send the workflow notification email. Individual users must have workflow email notifications enabled in their settings to receive this email.  
  • Send internal email notifications to teams: select specific teams to send the workflow notification email. Users in these teams must have workflow email notifications enabled in their settings to receive this email. 

 

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