topic Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch in 💬 RevOps Discussions

HubSpot Won't Enroll Contacts Properly In Workflow Branch

RPerez14 — Thu, 31 Jul 2025 10:18:02 GMT

I have a problem where my workflow has a branch that checks whether contacts have a specific email domain and it should send them down the appropriate branch. But when I tested this specific email contact, HubSpot didn't recognize it as having the email domain and sent the contact down the wrong branch. I'm not sure why it didn't enroll, does someone know how to fix this?

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

karstenkoehler — Thu, 31 Jul 2025 10:23:47 GMT

Hi @RPerez14,

It's hard to troubleshoot this without seeing the workflow and more of the user interface / where exactly you took these screenshots in the workflow. Could you share a screenshot of the left sidebar with the branch criteria and just generally more of the user interface please?

Your screenshots also seem to be a mix of enrollment and branches. Could you share the entire workflow please?

Have you checked the enrollment actions log for this contact? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

Best regards

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

RPerez14 — Thu, 31 Jul 2025 10:37:57 GMT

I checked the enrollment logs and the performance history and it said that the contact didn't enroll in other and went into "working", which is how I discovered the issue. I'm sharing more images below, let me know if you want to see more. The "working" branch is under the "other" branch, so it should only reach it if previous criteria hasn't been met.

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

karstenkoehler — Thu, 31 Jul 2025 10:40:23 GMT

@RPerez14 there's a lot going on here and unfortunately I'm not seeing the info I need to help troubleshoot:

The branch filters seem to be one of many groups. When you use the left sidebar to test the contact (your first screenshot, "Test contact"), what do you see?
What exactly does the actions log for this contact show, can you please share a screenshot of the actions log?
Have changes been made to the workflow since this contact was enrolled?
Has their email address potentially changes?
You said you "went into working" – what does that mean?

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

RPerez14 — Thu, 31 Jul 2025 10:49:16 GMT

"working" is a branch that the contact goes down under that matches the trigger criteria. The "other" branch happens before "working", so I need the contact to fall into "other" because of the order of precedence. I've included images of the test contact, the action logs, and the criteria for the "working" branch. Also, I haven't changed anything in the workflow since I've turned off and there haven't been any email changes since.

The working branchaction logstest contact

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

karstenkoehler — Thu, 31 Jul 2025 10:53:29 GMT

@RPerez14 I'm sorry – these screenshot are too cropped / too fragmented for me to help, I think.

It does look however like the values you have added in "Email domain" are not separate values.

You seem to have added "smartbugmedia.com, dataships.io, [...]" as one, long, non-separated value.

Make sure you add "smartbugmedia.com", then "dataships.io" etc separately.

It looks like a comma separated list but apparently is just one long single value.

Re: HubSpot Won't Enroll Contacts Properly In Workflow Branch

RPerez14 — Thu, 31 Jul 2025 11:00:58 GMT

Yes, that was the issue. I just copy/pasted from another workflow and I thought HubSpot would separate the values for me, but I guess it didn't. Thank you!