Unenrollment criteria does not truly meet the enrollment criteria for the workflow
SOLVE
I'd like to get feedback on the below. I feel like this is a Hubspot bug but the CS team is saying that this is the correct behavior for a workflow.
We have several workflows that handle subscription assignements based on the form that was completed. Marketing alerted us that some contacts we not being assigned to the correct subscriptions.
We pinpointed the issue to the workflows and found out that the unenrollment criteria doesn't really match the enrollment criteria so if the workflow unenrollment setting is set to "Yes, unenroll them from this workflow" it will unenroll when the criteria is not 100% met.
We spoke with several CS team members received mixed responses but in the end they all said that this is the expected outcome.
1. Enrollment criteria
To enroll the prospect must not be subscribed to all of
1 & 2 email subscription types.
Web form enrollment criteria
2. If this condition is met they enter into the workflow.
3. The first action adds them to email subscription #1.
4. The unenrollment criteria considers this as meeting the entry criteria and kicks them out of the flow even though they have not been subscribed to both email subscription #1 & #2.
Coming from a Salesforce environment there is a big difference in the AND and OR statements but Hubspot appears to treat the entry condition as an OR statement.
The workaround is the set the unenrollment setting to "No, keep them in this workflow". That will be hard to train and pass along to our team.
I can see your point and that is an option but the above should work as well.
Sure, it should. What I proposed will likely solve the immediate pain. Requesting a fix on the current criteria would take a while, if it's implemented at all, unfortunately. You can post it in the HubSpot Ideas section of the community https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas or escalate this through your customer success manaager - but that won't make the workflow work right now, unfortunately.
All the best,
Karsten
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Unenrollment criteria does not truly meet the enrollment criteria for the workflow
SOLVE
Hi Karsten,
Appreciate the feedback. For the time being we are keeping the unenrollment setting to "No, keep them in this workflow". As Frank mentioned we haven't had a use case where we had to remove someone from the workflow that way.
Why aren't you setting subscription types at form level via the GDPR options and instead have (I assume a number of) workflows to set this. Doing it at form level, saves you having to need workflows in the first place.
Technically speaking by having 1 of the 2 subscriptions set, the contact would not meet the enrolment criteria anymore. Because the contact would be subscribed to 1 of the two subscription types and therefore not meet the AND criteria of not being subscribed to either of the two. So from where I am standing this is working as intended.
If you are married to doing this whole shebang via workflows you need to work with two filter groups, one for each subscription type.
On a final note, I can only think of handful of use cases where the "unenroll when the contact no longer meets the conditions" made sense in my nearly 10 years of using HubSpot, frankly I always found it a bit of an odd settings option.
Hope that helps.
Frank
Found my comment helpful? Great! Please mark it as a solution to help other community users.
Coming from a Salesforce environment there is a big difference in the AND and OR statements but Hubspot appears to treat the entry condition as an OR statement.
If you want this to behave like an AND statement, set it up as two separate statements by clicking "Add criteria". has not opted into subscription type 1 AND has not opted into subscription type 2.
Best regards
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Unenrollment criteria does not truly meet the enrollment criteria for the workflow
SOLVE
Hi Karsten,
I can see your point and that is an option but the above should work as well. At the point of the first action being completed this enrollment criteria is still not true.
entry criteria screenshot
Yes, it's just the below setting on the Unenrollment and suppression tab.unenrollment screenshot
I can see your point and that is an option but the above should work as well.
Sure, it should. What I proposed will likely solve the immediate pain. Requesting a fix on the current criteria would take a while, if it's implemented at all, unfortunately. You can post it in the HubSpot Ideas section of the community https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas or escalate this through your customer success manaager - but that won't make the workflow work right now, unfortunately.
All the best,
Karsten
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer