Custom Event Not Trigging Workflow Reliably

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1

Hopefully this is the proper place to post this.

I created a Custom Event called Webinar Register. When a visitor to my site fills out and submits the webinar registration for (a webflow form) the Webinar Register event is triggered via javascript in the page (also passes 3 properties and values). The event reliably shows up in the Custom Events view with the proper built-in and custom properties. The problem about 40% of the time it fails to trigger my workflow whose trigger is: Has completed: Webinar Registered.

If I manually enroll the Contact the properties on the associated Webinar Registered event do not appear to be available like the workflow doesn’t have an instance of the event to work on. It appears that this situation is occurring when the Contatc was not previously known to HubSpot before they filled out the form with first, last, email and mobile phone which i think is a key to what is happening behind the scenes.

Has anyone encountered this, and if so, what advice and/or resolutions would you suggest?

Thanks!

John

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Hi, @JVO :waving_hand: Thanks for your post. To clarify, this isn’t a Custom Event issue, but one involving workflow registration?

I’d like to invite some of our community members to the converstaion — hey @Teun @MatthiasWeber @Josh, do you have any experience here?

Thank you for taking a look! — Jaycee

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Confirmed. What is happening is that the custom event is getting created before the new Contact setup has completed. The custom event is then associated to the contact but can no longer trigger the ‘Has completed’ custom event trigger… It is my understanding and experience that you cannot get access to custom event attributes in Workflows other than using the ‘Has completed’ trigger mechanism.

Any suggestions fellow HubSpoters?

John