CRM

ABui4
Contributor

If/then Branch returned Non-met though Criteria were met

SOLVE

Hello Experts,

 

I have encountered one issue recently with the mentioned topic while testing new workflow for internal lead routing. 

 

Background

we used 2 key criteria based on 2 custom properties which were set up as follow (for form submission)

- Company Annual Revenue: dropdown list of "< €10M; €10M - €100M; > €100M"

- Country/Region (Internal): a list of countries based on internal focused markets

 

Workflow - If/then branch criteria

I set up the criteria as follow

ABui4_0-1695985063675.png

 

Issue

I tested with some form submissions, matching the criteria but the results made me so confusing: some worked properly, and some didn't. Please note that, I only have that workflow running for the routing, hence no overlapping or conflicting triggers/flows in place.

See 2 examples of the worked and failed cases:

Worked

ABui4_2-1695986003916.png

 

Failed (continued with 'None met')

ABui4_1-1695985933989.png

Criteria check for the failed case - for reference

ABui4_3-1695986395193.png

 

I was not able to identify what the issue in this case. Not sure if the branch was set up wrongly or it's due to the fact that the custom properties're not relevant? Or was there any bugs on HubSpot end?

 

Anyone has any advice how to find the root cause for my case? Thanks a lot!

 

Albus

1 Accepted solution
TomM2
Solution
Key Advisor | Partner
Key Advisor | Partner

If/then Branch returned Non-met though Criteria were met

SOLVE

Hey @ABui4 might be a shot in the dark, but have you checked when your contact who hit the none met branch received the values for the yes branch? I'd compare them against the time they went through the workflow. 

My guess would be that the "test enrollment" feature checks the contact record at the moment you do the test and returns if they would go through this branch or not. However, your contact may have not had these values when they actually went through the workflow. 

Tom Mahon
HubSpot Expert | Digital Marketing Specialist | Community Champion
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TomM2
Solution
Key Advisor | Partner
Key Advisor | Partner

If/then Branch returned Non-met though Criteria were met

SOLVE

Hey @ABui4 might be a shot in the dark, but have you checked when your contact who hit the none met branch received the values for the yes branch? I'd compare them against the time they went through the workflow. 

My guess would be that the "test enrollment" feature checks the contact record at the moment you do the test and returns if they would go through this branch or not. However, your contact may have not had these values when they actually went through the workflow. 

Tom Mahon
HubSpot Expert | Digital Marketing Specialist | Community Champion
HubSpark

Book a meeting

Did my post help answer your query? Help the community (and me) by marking it as a solution.


ABui4
Contributor

If/then Branch returned Non-met though Criteria were met

SOLVE

Thanks @TomM2  -- your input actually helped!! Thanks a lot!

I checked and it seemed the segment workflow had started before capturing those values were fully updated to the record. 

I added a few-minute delay before the branch, and it's been working properly so far. Hope there'd be no major hiccup. 

 

Thanks again for your hint!

Albus

0 Upvotes
Ben_M
Key Advisor

If/then Branch returned Non-met though Criteria were met

SOLVE

I would open a ticket with Hubspot if you have not already and let them look into this as well.

 

With that said the only thing different between the records is the one that failed has an internal business unit value of SME as opposed to ENT on the other. So I'm not sure whether that has anything to do with your branch as the workflow appears to be checking for internal business unit.

ABui4
Contributor

If/then Branch returned Non-met though Criteria were met

SOLVE

Thanks for your prompt input @Ben_M ! I'll raise that ticket for sure. Testing back and forth, changing the criteria conditions but still unable to catch the system logic.

- About the SME and ENT, they're actually the results of that branch (Criteria met = the property of IBU to be set as 'ENT', none met = 'SME])

 

Thanks again!

Albus

0 Upvotes