Form Submission Follow Up Workflow not working

[Akylai]

Hello!

I tried to create a simple workflow that sends a follow up email to  contacts who submitted a Contact Us form in our website (specifically to those who indicated that their ticket volume is below 1000). But when I turned on the workflow and tested with my personal email, i didn't get any email. Could you help me figuring out what's the issue here? Thanks!

[karstenkoehler]

Hi @Akylai,

The workflow is turned off in your screenshots. Have you turned it off again since testing? If not, how exactly did you test?

When you click into the enrollment criteria box, in the left sidebar, you get the option to test a contact against the enrollment criteria. What do you see here?

On the workflow details page, when looking at the actions log, does your contact appear there? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page

Best regards

[Akylai]

Yes, I turned it off after testing. I tested by submitting Contacts Us from in our website with my personal email. 

When I click the Test Contact - all our CRM contacts appear

[karstenkoehler]

@Akylai under 'Test contact', please enter the email address of the contact you used for testing and share a screenshot of the result.

[Akylai]

maybet there's a problem with an enrollment trigger? I want this workflow to work only for new contacts who will submit a Contact us form and will indicate that their ticket volume is below 1000 in Contact us form itself (there's a question within), so inherently this info is not in HS but within Contact Us Form (aka Typeform)

[karstenkoehler]

@Akylai it looks like it - neither has your test contact submitted the specified form, not do they have the required value. You can look up form submissions on your test record and see which submission exactly shows in the activity timeline.

[Akylai]

Hello!

Thanks for tour response!

I changed the enrollment criteria and tested with the contact who previously submitted the form, whose email has a company domain (as Ticket volume is Company object) and with a monthly ticket volume of below 1000. What's the issue now? I also tested with my work email and it met the criteria of "filled Typeform.." but failed with ticket volume even though when submitting the form I indicated "Below 1000"

[karstenkoehler]

@Akylai are you 100% sure that there is a connection between the form an the ticket volume field? It seems to me that there isn't. When you look up the company records associated to your test contacts, did they ever have a value in that field? Have you configured type form to populate this on the associated company? If this is maintained by a HubSpot user after the fact, then the workflow will be faster than the user.

[Akylai]

Yeah, you're right. It looks like this: 

How can I make sure type form to populate this field automatically & enroll to workflow afterwards?

[karstenkoehler]

@Akylai your screenshot is from the contact record, your workflow is filtering for the value on the associated company. What exactly have you configured in Typeform?

[franksteiner79]

Hi @Akylai 

Just adding to @karstenkoehler's points, you can check the workflow perofrmance and action logs & issues to see what happened to enrolled contacts. There is also an article outlining how to troubleshoot common workflow errors.

My best two guesses from what I have seen in your screenshots:

1. Your trigger is a filter and re-enrolment is off, so your test submission did not enrol
2. It did enrol but the email was not sent due to missing/wrong subscription type or other GDPR issues

Frank