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Manually Re-Enrolling Records into HubSpot Workflows

Purpose: Outline the steps for manually re-enrolling contacts (or other record types) into workflows within HubSpot, and how to troubleshoot common issues that may prevent successful enrollment—especially for Customer Success and Operations

✅ Common Workflows That May Require Manual Re-Enrollment

Customer Success Workflows

📝 Note: For training-related workflows, Sales Reps can directly send Jon’s training scheduling link to customers if the email was missed or failed to send - they just need to be advised to do so

Navigation:

  • 📘 How to Manually Re-Enroll Records into a Workflow
  • 🛠 Troubleshooting Issues
  •  ⏰ Using "Review Automation Issues"
  • 📽️ Video Review

📘 How to Manually Re-Enroll Records into a Workflow

  • Navigate to the Workflow
    • In HubSpot, go to Automation > Workflows
    • Locate and open the workflow where the error occurred
  • Find the Record to Re-Enroll
    • Use the search bar or filters to find the record (typically a Contact or a Deal)
  • Check Error Status
    • Common Errors where emails need to be pushed out:
      • Opted-out or non-marketing status (for email sends)
      • Email bounced
      • Sales Rep asks for the email to be sent again because the contact didn't see it.
        • Always inform them to double check their spam
        • For Design Cases: If they still cannot find the email:
          • Associated the Sales Reps Email to the Deal and Re-Enroll the Deal into the Workflow and the Sales Rep will forward the email to their customer to schedule
        • For Onboarding Cases Failures:
          • If it's a bounce, tag the Assigned Onboarding Agent in a note on the account and ask them to send manually.
      • Contact Suppressed due to Low Engagement
        • There's not much we can do here - they will have to engage with a Marketing Emails to not be in that category
  • Manually Enroll
    • From the workflow, click “Enroll” in the top right corner
    • Select the record type (Contact, Deal, etc.) 
    • Choose or search for the correct record
    • Confirm enrollment

🛠 Troubleshooting Issues: 

❗ Issue

🔍 What to Check

✅ Solution

Non-Marketing Contact

Go to the Contact Record > About this contact > Marketing Contact  Status

Convert the contact to Marketing Contact status if emails are required to send

Opted-Out of Communication

Review the Communication Subscriptions in the Contact Record (Bottom Left-Hand Column)

Contact must resubscribe to marketing emails (you may need to request opt-in)

Still in Delay

 Workflow → Delay within Workflow that has "Contacts in Action" > Check for Contact

Manually unenroll from the delay and then re-enroll

Already Completed Workflow

 Workflow → Enrollment History

Manually enroll again; confirm workflow has manual re-enrollment enabled (Trigger box of the WF - bottom right of the box)

Bounced Email

You will see this at the top left of the Contact Record

Sales Rep will need to request a response from the customer from the bounced address, forward it to CRM Specialist to Opt Back in (See Row 2). Reach out to HubSpot Support to unbounce - provide screenshot of proof

🧭 Using "Review Automation Issues"

HubSpot provides a “Review” section under each workflow’s settings or main dashboard that flags errors, such as:

  • Emails not sending due to contact status
  • Workflow enrollment failures
  • Action errors (e.g., webhook fails, task creation errors)
  • How to Access
    • Go to Automation > Workflows
    • Click the "Review" tab at the top right corner

📽️ Video Review: