Re-enrollment after merging

[StefanTV]

Hi!
After we merged contacts, some contacts got re-enrolled in a marketing workflow and received mails out of nowhere.

It was the case that a contact filled out a form with his primary mail address, however, he was not enrolled in the marketing workflow with his business address. After merging the private with the business profile, the workflow startet from scratch and he received the first email of the workflow on his business address (new primary mail address). Is there a way to prevent that from happening, or take the stage of the workflow in consideration, when enrolling the new primary email address, so the workflow won't start all over?

[karstenkoehler · Accepted solution]

Hi @StefanTV,

In the Settings tab of a workflow, you can specify how the workflow should handle merges:

Best regards!

[CBN]

We have just had issues with merged contacts being unenrolled from all workflows instead of being where they are/reenrolled. 

Why don't you get an warning about workflows in progress on either contact when you merge?

[karstenkoehler · Accepted solution]

Hi @StefanTV,

In the Settings tab of a workflow, you can specify how the workflow should handle merges:

Best regards!

[MHunter1]

Hi Karsten, 

It doesn't appear that this feature works with tickets... Do you know of a way to keep merged tickets from unenrolling in a workflow? 

Thanks! 

[StefanTV]

Hi @karstenkoehler,

Thanks for your reply!
We also found those settings the last time it happened, however, it keeps occurring...

[karstenkoehler]

Hi @StefanTV,

If contact 1 was already enrolled in the workflow and after merging contact 1 and 2, the merged contact enrolled despite the 'No' setting, this sounds like a bug.

What exactly are the enrollment and re-enrollment settings of the workflow? Can you please share a screenshot?

Best regards!

[StefanTV]

Hi!
Do you maybe have an update on this one?

[karstenkoehler]

Hi @StefanTV,

Unfortunately I don't. I'd recommend taking this up with HubSpot support, they investigate this directly in your portal.

Best regards!

[StefanTV · Accepted solution]

It was the case that contact 2 was enrolled, contact 1 was not. So after merging, contact 1 got re-enrolled.
Here you can find the screenshot of the enrollment criteria: