Contacts Are Not Entering a Workflow

When contacts are not entering a workflow, the issue is almost always in the trigger configuration or a filter condition that is silently excluding them.

Diagnose in Order

1. Check the workflow is Active

   Confirm the workflow status is Active, not Draft. This is the most common cause.

2. Review trigger filter conditions

   Open the workflow trigger and check every filter. A filter like "Tag contains VIP" will exclude every contact that does not have that exact tag. Remove filters temporarily and test.

3. Check the Allow Re-entry setting

   By default, a contact can only enter a workflow once. If the contact has already been through this workflow, they will not re-enter. Enable Allow Re-entry in the workflow settings if you want them to go through again.

4. Verify the triggering event is actually occurring

   If the trigger is "Form Submitted", open the form and check the submissions tab. Has the form actually been submitted for this contact? If the trigger is "Tag Added", check the contact record — was the tag actually applied?

5. Check for suppression from a previous step

   If another workflow ran for this contact and included a "Remove from all workflows" action, that contact is suppressed from new workflow entry. Check their workflow history.

6. Test manually

   From the contact's record, use Add to Workflow to manually add them. If they enter this way but not via the trigger, the trigger itself is the issue.