Troubleshooting HubSpot Workflow Issues

One of the more common reasons for a Recipe not running as intended is because the Recipe is in Preview mode. Preview mode is for analysis purposes, so no data is modified in the CRM. This can even show as "Successful" in HubSpot because its job was to run without making changes. 

Go to Operations > Recipes and select the Recipe from the drop-down. The mode appears next to the Recipe name in the grey bar. 

If your Recipe shows "Mode: Preview," click the Review button and change the mode to Update, then click Next, and on the When tab, click Save.

Note that Recipe-level modes override template-level modes—so a template saved in Preview mode added to a Recipe set to Update mode will make changes in the CRM.

Go to Operations > Activity Tracker, and look for your Recipe for the specific date and time. Enter the Recipe's Run ID in the search to show only the templates included in a given run.

Look at the template that was supposed to make the change you're investigating. Is there a positive number in the Succeeded column?

If not, this means there were no records that matched your criteria. 

If yes, click the Run ID to download the report and review the information. What information populated the fields? Does it say "Failed" in the Result column? If yes, review the error message to determine the issue.

If you haven't figured out what's going on, continue investigating in #3. 

To validate that Insycle has the data needed to meet the template rules, look at it in Grid Edit.

Select one problem record to focus on. This will make it easier to see what's happening.

Add the Record ID to the filter, and add all the fields you want to explore to the Layout. 

Review the data in the Record Viewer, and verify that the expected values are there. Confirm that the data matches what is in HubSpot.

If the values are there, go ahead to #4.

If the values aren't there and/or they don't match HubSpot, this could mean the data hasn’t synced to Insycle yet. This usually takes 5 minutes or less, but in rare cases can take up to an hour.

To force the sync, in Insycle, navigate to Settings > Accounts, select the HubSpot account, and click the Sync changes from last day button.

When you return to Grid Edit, click Search again. You should now see the expected values.

Now that you've validated that the data is there, you can move on to the next step.

Now that you're sure the data is in Insycle go to the module and select the template that should have run in your HubSpot workflow. Add a filter for just that Record ID, using the same record as in #3. 

Run the template in Update mode and look at the record in HubSpot. Verify that the template did what it was supposed to.

Using the same record ID, manually enroll the record in the workflow. 

If you can't get the workflow to run in the same way on the selected test record, you can create a clone of the workflow. When you click Review and Publish, select No, only enroll contacts who meet the enrollment criteria after the workflow is turned on in Step 1.

Now to test the record on the workflow, click the Enroll button and select Choose individual [contacts], then search for and select the record you tested in Insycle. Then Enroll.

In HubSpot, check the Action logs for the workflow; it should show “This action was initiated.” Note the timestamp.

Now go to the Insycle Activity Tracker and locate the Recipe and template. In the Started column, is the timestamp after the time the HubSpot action was initiated?

If the Succeeded value for your one test record is "0," it may mean your workflow depends on a specific value to trigger the recipe, and it didn't exist before the Insycle recipe step.

Check the specific property history on the record for this timestamp. Did the necessary value exist before the HubSpot workflow ran?

Depending on your different operations running in HubSpot, it could happen that the required property value is set in HubSpot after the workflow gets to the Insycle step.

You could add a delay into the workflow before the recipe step. For example, you could tell HubSpot to wait until the Postal Code value becomes available before proceeding to the Insycle recipe step.

You could also use the delay to only move forward based on specific values. This can act as a filter in the HubSpot workflow, so you can remove the filter criteria from the Insycle template. 

If you cannot pinpoint what is causing the problem with your operation, the Insycle support team can help. Please have the following items ready when reaching out:

• The Record ID for the sample you've been working with
• List all the fields that are affected by the template
• In HubSpot, take screenshots of the property history for each field value. It's key to include the URL bar in the images

Once you have your information together, contact support via the live chat button at the bottom of every page. We're here to assist you during the following hours:

• 9 AM - 6 PM GMT+1 (London)
• 9 AM - 6 PM EST (New York)
• 9 AM - 6 PM PST (Los Angeles)

You may see the "Remaining Time in Action" countdown when you view the status of objects currently going through an active HubSpot workflow that contains Insycle Recipe actions. This timer refers to the amount of time left before an object exits the current workflow action it is in.

With the Insycle Recipe integration, this timer is set to 60 minutes. While most actions execute within five minutes of the action starting, if something is preventing a step from completing, it will wait up to one hour to give it a chance to complete before moving on to the next step.

For example, if you have a workflow action "Run Insycle Assign Contacts" followed by a "Send Welcome Email" action, and the Assign Contacts step cannot be completed for a contact within 60 minutes, the workflow will proceed to send the welcome email.

In the HubSpot Workflow, open the Performance History > Enrollment History and select the record. Look for when the Recipe action was initiated. Within a few minutes of that event, "Action succeeded" should be visible.

In Insycle, you can review the audit trail in the Activity Tracker.

Use HubSpot's Enroll button to manually enroll a specific record. Learn more in HubSpot's article, Manually enroll records in Workflows.

In HubSpot Workflows, simply remove the Recipe action from the Workflow and re-publish it.

HubSpot workflow automation operations run in one hundred record batches or five hundred every five minutes.

Workflow automations are intended for streaming events, such as someone filling out a form or other live data coming in. Large operations triggered from workflows will be completed, but if there are a lot of records to process, it can take some time.

To process large batch operations more efficiently, run them from Insycle.