Members of Suppression Lists in Workflows

[DCrinnion]

Hi All,

I am very confused with our supression lists at the moment as it seems as though people are not able to get through a workflow due to being on a supression list even though they are not an active member on one of the supression lists in the workflow. i.e. this contact Nattavipa.

On our routing workflow it says in Enrollment History that he did not join due to being part of a suppression list. Firstly on his List Memberships he is not currently part of a suppression list for this workflow, so I guess the question is; does list membership history have an affect on workflow enrollment? As his old email (one of his emails) would have been on a suppression list however he is not actively on one. I have attached images below of the supression lists on the workflow and the lists he is actively a member of.

[karstenkoehler · Accepted solution]

Hi @DCrinnion,

This is hard to say from a distance, without being able to poke around your portal. My hypothesis would be that the contact was on a suppression list at the time of the first attempted enrollment and now they're not anymore. If the suppression lists are filtering based on email or email domain and if the email address was since updated, that would also explain why.

Generally I find exclusion and inclusion in HubSpot workflows very reliable - but of course, contacts will enter and leave active lists as they meet or do not meet list criteria anymore. That's probably what's going on here.

I'm not aware of a way to see list membership of a contact at specific points in the past. If you want an official confirmation on my above hypothesis, you would have to either investigate deeper into the list criteria and changes on the contact record yourself or reach out to HubSpot support.

Let me know if you have any follow-up questions!

[JustinPerkinsC · Accepted solution]

Likely you might be up against a re-enrollment issue which comes up often for me if they had been suppressed previously and trying to get them back into the active workflow. I found a lot more success building all my workflow criteria into an active list versus in a workflow to manage the re-enrollment a lot better of a specific contact.

On the workflow level do you allow someone to re-enroll when the criteria are met? Also, have you tried doing a test on the workflow level to see if it would allow them in? If not that's a good sign something is blocking them from getting added in and helps in the process of tracking down what. 

[karstenkoehler · Accepted solution]

Hi @DCrinnion,

This is hard to say from a distance, without being able to poke around your portal. My hypothesis would be that the contact was on a suppression list at the time of the first attempted enrollment and now they're not anymore. If the suppression lists are filtering based on email or email domain and if the email address was since updated, that would also explain why.

Generally I find exclusion and inclusion in HubSpot workflows very reliable - but of course, contacts will enter and leave active lists as they meet or do not meet list criteria anymore. That's probably what's going on here.

I'm not aware of a way to see list membership of a contact at specific points in the past. If you want an official confirmation on my above hypothesis, you would have to either investigate deeper into the list criteria and changes on the contact record yourself or reach out to HubSpot support.

Let me know if you have any follow-up questions!