topic Re: Workflow is not delivering emails in Email Deliverability

Workflow is not delivering emails

ATiwari246 — Thu, 29 Feb 2024 20:37:38 GMT

Hi,

I've created a test workflow, and it seems to be working fine as it shows no alerts. When I test it on the HubSpot platform, it displays the exact result I require. However, when I integrate it into an email campaign, nothing happens, and I do not receive any emails that match the criteria of the workflow.

What am I doing wrong?

Here is the snapshot of th workflow

Re: Workflow is not delivering emails

karstenkoehler — Fri, 01 Mar 2024 05:10:47 GMT

Hi @ATiwari246,

Happy to help here.

Can you please share a screenshot of the enrollment criteria and re-enrollment settings?
How exactly are you testing? (What do you mean when you say "integrate into email campaign"?)
For the contacts that you would expect to enroll, are these enrolling? When you open the enrollment criteria, the left sidebar opens and you should see a button to test a contact against the criteria. What do you see when you do that?
If contacts actually enroll, are they going through the actions as expected? You can check this on the workflow details page: https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

The more details and screenshots you share, the better I'll be able to help.

Best regards

Re: Workflow is not delivering emails

ATiwari246 — Mon, 04 Mar 2024 18:45:19 GMT

Hi Karsten,

Here is the snapshot of the enrollment trigger and you ca also find how I am testing it:

Now when the same testing in done here, it shows me error:

I am using if/then criteria here.

When I say integrate, i mean to say that I have conncted email and workflow through a campaign:

I think i am doing something wrong here for which I need assistance.

Hope it make sense.

Re: Workflow is not delivering emails

karstenkoehler — Tue, 05 Mar 2024 12:18:24 GMT

@ATiwari246 it seems like there are a few misunderstandings here. Without referring to HubSpot tools, workflows etc, can you please explain what exactly you're trying to set up? (If it helps, think of it as an "If this happens, then do that" statement.) Can you describe your desired process?

Re: Workflow is not delivering emails

ATiwari246 — Wed, 06 Mar 2024 13:00:23 GMT

Ok. So here is what i am trying to achieve:

I am trying to send an email (CQA Testing 2) to some of our clients. Once the email is delivered there are 3 possibilities.
1. Mail replied
2. Mail got opened but not replied
3. Mail not opened

So when a clinet replied to my email, he/she will get a thankyou email. For other two cases (email not opened, and email not replied) they will get a followup message.

As of now I am just testing this step, but geeting errors.

I hope it make sense now.

Re: Workflow is not delivering emails

ATiwari246 — Tue, 12 Mar 2024 18:19:24 GMT

Can anyone help me out with this?

Re: Workflow is not delivering emails

karstenkoehler — Tue, 12 Mar 2024 19:21:03 GMT

Hi @ATiwari246,

Here's how your workflow should be designed:

Enrollment would be based on the fact, that the email was sent to the contact.
Before anything else happens, you need to specify a delay. If you immediately branch, all contact will go down the "none met" branch as they won't have had time to interact with the email. You can delay until an event happens which could be the email interaction - or for a specific time, e.g. one day. In any case, you cannot move on to the branch immediately. The branch does not wait, it will execute right after enrollment.
You would then, from left to right, check whether a contact replied (branch 1) - this requires a connected inbox -, then whether they opened the email. You don't have to specify a third branch, the "None met" can be used for this. If a contact did not open an email, they automatically logically fall into the "None met" branch.
In each branch, you can then set up your following emails.

The main issue with your current workflow seems to be the missing delay. You can verify this by checking the workflow detail page and actions for a test contact. https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

Let me know if you have any follow-up questions!