We’ve begun having issues with contacts unenrolling from workflows due to being merged. The problem is that they are being merged from interacting with the chatbot and giving their email address. We want to capture email from chatbot so agents can follow up with them. However, if they are a current member or prospect, it is unenrolling them from workflows. This seems to be a bigger issue since HubSpot began giving a brand new record ID to contacts when they merge. Previously I *think* that one contact merged into another, leaving 1 of the existing contacts intact. They remained in workflows as expected. Now, however, it seems that anyone who is merged will be unenrolled from workflows. This is becoming a big pain point.
This is actually shocking… it appears that every single chat conversation (that collects information) creates, and then immediately merges, a false duplicate record. With the new merge behavior (mentioned above), the impact of this is staggering, particularly for customers who use workflows heavily. It essentially makes the chatflow feature unuseable unless you do not capture contact information at all.
HubSpot, this can’t be how you intended for this tool to work?
Agreed this has impacted us as well. We didn’t realize it was happening and as a result customers didn’t receive information on their upcoming events they signed up and paid for. I don’t see why we cant just keep the workflow active for the contact profile that is merged into.
I had to implement a list that is [merged in last 30 days] + [a custom property that lets us know a retreat was purchased is known], and set up a workflow to let me know that someone was added to this list. Then I have to go in and check every profile in that list and see if I need to re-enroll them in the workflow - a lot of manual work added and easy to miss.
We also only discovered this issue recently by chance. Since we use workflow automation to merge contact from third-party sources, it wasn’t until we noticed that some workflows that should have run for certain contacts did not execute automatically that we realized merging contacts interrupts the workflows those contacts are already enrolled in. We also then discovered that “Currently in workflow” has been disabled by HubSpot, which has left us very confused. We hope the developers can prioritize and resolve this functionality.
Hello!
I’m a product lead in the automation group at HubSpot. I wanted to share that we’ve delivered a solution that should help with all merges unenrolling from Workflows: Workflow enrollments preserve objects when merging. You can click in to see the changes, but here’s the main takeaway:
The record you keep will now stay enrolled in its active workflows, rather than being unenrolled alongside its duplicate… only the duplicate record is now unenrolled.
Thank you all for continuing to offer real product feedback that we can action to improve your experience.
Warm regards,
Davis
@dmastin I am absolutely elated to hear this! It has been such a pain point for the last two years. I still never quite figured out how to automatically put people back into workflows in certain situations so this is a big relief.