ISO HELP: HubSpot Automation Email is NOT Sending After Someone Fills Out a Form

[mkemenah]

I am trying to send an automation email after someone fills out a form in HubSpot. I created the workflow and automation, and I thought I had everything set up correctly… But I just tested it out with my email and the automated email is not coming through. I have the email itself set as an automation, and then I created the workflow from the form. Any suggestions on why this might not be sending? 

[HamdanAlzhori]

The automated email is not sending because the workflow’s email automation toggle is turned off. You need to enable the automation by switching on the toggle next to the actions in the workflow so the email will be sent when the form is submitted.

[karstenkoehler]

Hi @mkemenah,

When you open the email in HubSpot and click into the Recipients tab, then select Not sent in the left sidebar, what do you see as a description for your contact? See here: https://community.hubspot.com/t5/Sales-Email/Problems-with-emailing-contacts/m-p/1002534/highlight/t...

If you're not listed there, what does the workflow actions log of the workflow show? Did your contact actually enroll? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page - if they didn't, can you please share a screenshot of your workflow / enrollment criteria?

Most likely reasons:

• Your form is not setting converting contacts as marketing contacts / your contact is not a marketing contact.
  • https://knowledge.hubspot.com/records/set-contacts-as-marketing#set-existing-contacts-as-marketing
  • https://knowledge.hubspot.com/records/set-contacts-as-marketing#set-contacts-as-marketing-using-form...
• Your contact is missing the opt-in for the subscription type that you chose for your marketing email. Either your contact did not check the subscription checkbox in the form or the checkbox is for another subscription that you chose to send your email with: https://knowledge.hubspot.com/marketing-email/set-up-email-subscription-types
• Your contact has previously bounced. https://knowledge.hubspot.com/marketing-email/how-can-i-send-an-email-to-a-contact-that-has-previous...
• Your contact is unsubscribed from all emails.

Best regards

[mkemenah]

When I open the email and get to the "not sent" tab -- nothing comes up. There is no contact there. I went back and checked my contact since it was my email I was testing -- I am signed up as a marketing contact and I also checked the "subscribe me to your newsletter" button I have on the form. But it's still not coming up? 

[karstenkoehler]

@mkemenah have you checked the workflow actions log (see my previous reply)?

Please keep in mind that marketing contact status and subscription opt-in are different things. You can review the links I shared.

Opt-in for a subscription type also does not mean that the contact has the opt-in required for the email. You might have checked the box for A but the email is sent with B. Please check which subscription consent is behind the checkbox in the form and which subscription is used for the email.

The fact that you're not showing up under "Not sent" does hint at an incorrectly configured workflow however. Please share screenshots so I can advise.

[mkemenah]

Here are some screenshots showing the main screen for the email -- and then the form automation. I'm not sure what other screenshots would help you determine in this case if I have it set up wrong, but please let me know if there is a specific screen I need to get a shot of and I will upload it. 

[karstenkoehler · Accepted solution]

@mkemenah the automation is not turned on, flick the toggle next to the actions dropdown in the last screenshot.