Error: Records waiting don't update whenever the workflow is edited

[MLozano88]

 I updated the criteria of the list to 600 contacts, but the contact in action doesn't change, and this had happened to me before, so I used to delay until a date, but if I edit something or the date is less than a day it doesn't populate the workflow, so no emails are sent.

 

[MLozano88]

Thanks, @karstenkoehler, I understand. Even if a branch of the workflow hasn't started yet? In the example, I have 2 branches, the first one didn't have any delays.

When you say: "Any changes to criteria of if/then branches, for example, would not matter anymore to the record. The record is already done with the workflow." It means that because it's enrolled once and even if that branch has a delay and has time left if I change the criteria it won't change.

The solution would be to stop the workflow and do another one with the new criteria. For example, if I want to add contacts, I would have to create a new branch or WF?

[karstenkoehler · Accepted solution]

Hi @MLozano88,

My apologies for the late reply.

Not quite – if a workflow passes through a workflow, this usually just takes seconds. After they complete the workflow, previous steps don't affect them anymore as these steps are now in the past for them.

If you wanted the contacts to go through the correct branches, then yes, either cloning the workflow or switching off the workflow and switching it back on would do the trick. However, you need to make sure that contacts who have already received emails, for example, don't receive them again.

It's hard to give exact directions without access to your portal. Let me know if this clarifies the question for you.

Best regards!

[karstenkoehler]

Hi @MLozano88,

By default, HubSpot only enrolls records into a workflow once. When they're enrolled, the complete all steps (except the delays) within seconds, usually, before they reach the end. Any changes to criteria of if/then branches, for example, would not matter anymore to the record. The record is already done with the workflow.

A workflow doesn't re-check whether a record would go down a different path in an if/then branch if you change the criteria. You would have to make sure a contact re-enrolls and reaches the if/then branch again, so that this time, they're going down a different branch.

Re-enrollment can be set up in the enrollment criteria: https://knowledge.hubspot.com/workflows/add-re-enrollment-triggers-to-a-workflow

Let me know if you have any questions about this!