Wrong Records Are Enrolled by Robot

Overview

You may notice that records that do not qualify for your robot were enrolled into Playbooks and you want to understand why does the robot include the wrong records. For example, a robot requires a specific field value to add records to a Play, and that value is blank for enrolled records. Or, you wanted to include specific leads but the wrong leads were included in the Play instead.

Information

Considering that the correct criteria are configured for the robot, this issue may happen due to the following reasons:

• The status of records in your CRM has changed after they were enrolled by the robot and they no longer qualify (i.e., they qualified for the robot when they were enrolled) - you may need to doublecheck your CRM logs or reach out to your CRM consultant for more information if you are not sure why the record properties have changed.
  
  
• The records were manually enrolled by a rep from the team selected for the Robot. Check with the users from the corresponding team if they have enrolled those records manually.
  Note: Robot wouldn't have enrolled records into a rep's Playbooks, who is not in the Team selected for the robot (i.e., the record must have been enrolled manually, unless the user was recently removed from the team).
  If a record is added to Playbooks, but not enrolled into a Play it was either added by a user (robots will always add a record to a Play when adding it to Playbooks), or it was manually unenrolled by a user from a Play.
  There is no way to determine in Playbooks if a record was enrolled by a robot or by a user.
  
  
• There are old records in the Play that were enrolled before the robot was created and enabled. These records remain open and have not been removed either manually or by another robot with this action. If these cannot be removed, the tasks in the Play can be filtered and sorted as needed. 

To confirm if new records that do not meet the criteria set are being added to a Play, you can create 2 test records in your CRM - one that qualifies for a robot and another that does not (with a similar data as the record that was wrongly added to Playbooks), then test your robot to see if it works correctly (only one record gets enrolled) or if both of the records are qualified/enrolled.
Note: When you test a robot, it will show only records that qualify and were not acted (already enrolled records will not be shown).

If you are able to reproduce the issue with the robot enrolling wrong records, please submit a support ticket including the name of the robot, the name of the faulty records, their screenshots and IDs from your CRM.