According to HubSpot’s knowledge articles, all merged contacts will be un-enrolled from all workflows that they are active in. HubSpot also has a feature to re-enroll those contacts (only if they still meet enrollment criteria).
I am looking to identify and create a list of contacts that were unenrolled due to a merge.
In situations where contacts no longer meet workflow enrollment trigger filters, it would be ideal to know which contacts were unenrolled. From the Actions Log of the workflow, I see no way to download a list/CSV. In the lists feature, I only see “has never completed” with workflow status but no option for “has unenrolled due to merge” or anything like that.
The best workaround we have found is to find a step later on in the workflow that we want to check on (for instance an email send). Then we can filter for those that were enrolled, but never completed, and were never sent said example email.
Ideally, HubSpot gains the ability to re-enroll the contact at the same step it was unenrolled from, but a list of contacts would be extremely helpful in the meantime.
Yes something is needed to improve how merging is unenrolling from workflows. Ideally the contact that is being merged into wouldn’t be removed from the workflow they are active in, but if that is not possible, a list using some kind of “merged & removed from a workflow” property would be very useful. I found a workaround using a list with property “merged in the last 30 days” and a custom property we use that can let us know if the contact would have been in a workflow. Whenever someone is added to that list, a workflow sends me an email notification. This is still not perfect as I have to go in and double check each contact to see if they were in a workflow and unenrolled bc of a merge, and then manually re-enroll them. A lot of manual steps so that our customers aren’t left in the dark about a product they purchased…
Agree, it’s caused some headaches when a team member is doing data cleanup and merges duplicate Contacts, only to find out that they’ve unintentionally unenrolled from important things like automated onboarding emails.
My workaround was a event-triggered workflow where if a Contact unenrolls from specific workflows and their merge IDs property was updated in the last 1 day (i.e. it was merged recently), it sends me an alert to manually review. Not the most ideal scenario but good for now until this hopefully gets rectified.
Hi @gilian
can you tell me more about how you created the event-triggered workflow? I get the merge ID property but how do you know if a contact unenrolled from a specific workflow? I cant seem to find a filter for that
Hey @MAlt2020 ,
Gilian probably meant a segment with a combo of filters using the “memberships” tab under filters when creating a segment:
“has been enrolled in” XYZ workflow under “memberships”
“has never completed” XYZ workflow under “memberships”