Lead flows and non-HubSpot forms FAQ

Last updated: September 11, 2018

Find answers and general information quickly about the lead flows and non-HubSpot forms.

Lead flows FAQ

Why is the lead flow pop-up form not appearing?

There are a few reasons why you might not be seeing the pop-up:

  • When you create a lead flow, you can determine how much time should pass between when a lead flow is dismissed and when it appears again. If you close the pop-up form on your page, it won't be displayed again until the time you selected in your lead flow options has passed. You can view your site in an incognito or private window to test the lead flow, as well as the Preview button in your settings to view the pop-up form even if you’ve closed it.
  • If the pop-up form is still not working, confirm that the tracking code is installed on your website.

For further troubleshooting, check out this article: Why aren't my lead flows displaying?

What will my visitors see if I have multiple lead flows active on a page?

The following rules determine which lead flow your visitors will see when viewing a page with multiple active lead flows:

Previous lead flow submission or dismissal

If a visitor has previously dismissed a lead flow, they won't be presented with that same lead flow for 14 days. If they have previously submitted that lead flow and are viewing a page with that same lead flow in the same browser without clearing their cookies, they will not be shown the same lead flow again. They will be shown the next active lead flow for that URL that they are eligible for, if any.

Flow triggers

If there are two lead flows with different flow triggers set to load on the same page with the same location specificity, the lead flows won't conflict each other and will wait for their respective triggers, given that the user has not previously submitted or dismissed either lead flow. For example, if one lead flow is set to load on all pages and is triggered on 50% page scroll, and a second lead flow is set to load on all pages and is triggered on exit intent, the two flows will load when the user triggers each lead flow.

Lead flow location

When evaluating 2 or more lead flows that should load in the same area, there is a set of rules that control which lead flow should load based on which one has the most specific targeting rules. HubSpot prioritizes the targeting rules in the following order:

  1. Website URL is: The lead flow targets the specific URL of the page and is an exact match.
  2. Query parameter equals: The lead flow targets a specific query parameter found on the page.
  3. Website URL begins with: The lead flow targets the beginning of the URL of the page.
  4. Website URL contains: The lead flow targets a word that’s found in the URL of the page.

For example, if you have a lead flow set to load on All pages and a lead flow set to load on a specific website URL, such as http://www.domain.com/home, the lead flow set to load on http://www.domain.com/home will show. This applies to lead flows that have the same flow triggers (on 50% page scroll, on exit intent, etc.) or the same type (pop-up box, dropdown banner, etc.). 

In the event that there is a complete tie, such as 2 lead flows of the same type targeting the same exact website URL, the most recently created lead flow will be shown.

Last updated

If multiple lead flows are active on a page with the same location specificity, the same trigger, and have the same type (pop-up box, dropdown banner, etc.), the most recently updated lead flow will display. If the user has previously submitted or dismissed the most recently created lead flow, they will be shown the next lead flow they are eligible for.

How do I identify contacts who have submitted a lead flow?

When you add a contact filter or list criteria based on Form submission, all lead flow forms will have the words "Lead flow" preceding the lead flow name.

If you have a Marketing Hub Professional or Enterprise account, you can enroll contacts who have submitted a lead flow into a workflow by using Form submission as an enrollment trigger and selecting the lead flow form.

Can I customize the style of a lead flow with my own CSS?

Due to the nature of lead flows' HTML structure, targeting these elements with your own CSS for custom styling is not recommended. 

Can I use lead flows to subscribe users to my HubSpot blog?

No, it is not possible to use lead flows to have users submit your HubSpot blog subscription form. Learn how to manually add contacts to your subscriber list.

If you have a Marketing Hub Professional or Enterprise account, you can set up a workflow that changes the blog email subscription contact property (or any other contact property that's used as list criteria for your blog subscription list) and enroll contacts who have completed your lead flow.

Non-HubSpot forms FAQ (CRM and Marketing Hub Starter)

How do non-HubSpot forms work?

  1. Using the HubSpot tracking code, the tool will track each anonymous visitor to your site with a cookie.
  2. When someone fills out any form on your site, HubSpot will associate the visitor with their email address and generate a contact record. The same occurs when a contact submits a lead flow.
  3. You'll receive an email with a link to the new contact record, complete with values populated for the fields on your collected form and all of their visit history.

How do I integrate my website forms?

Once your tracking code is installed, the tool automatically detects and integrates with your contact and comment forms that contain an email address field on your website. No further setup is required. You'll see these non-HubSpot forms in your forms dashboard. In your HubSpot account, navigate to Marketing > Lead Capture > Forms. 

Do non-HubSpot forms work with my form builder?

Provided your form is a static HTML form, wrapped in a HTML <form> tag and not contained inside an <iframe>, collected forms should be able to capture the submissions. 

Some common reasons why HubSpot would not be able to capture submissions on forms are:

  • Form is not enclosed in <form> tags
  • Form is contained inside an <iframe>
  • Form has JavaScript bound to the form submit event or submit button click event. This is how submissions are captured, and any other events can prevent HubSpot from recognizing a submission.
  • Form was introduced after the page completed loading. Collected forms scans the page as soon as it loads and listens to submissions on forms that were present at that point.

Do non-HubSpot forms work with WooCommerce?

Due to the way WooCommerce submits forms, HubSpot is unable to provide tracking for those forms. However, if a visitor submits a supported form on your site, HubSpot will be able to track them on WooCommerce product pages.

Why do I not see my non-HubSpot forms in my forms dashboard?

Forms will only appear after the first submission has been captured

The tool identifies forms on your website based on the CSS selector of the form. This means that, if your form has a CSS ID of "gform_7." this will appear in your forms dashboard as "#gform_7." Once a form appears in the collected forms tool, you can rename it to make it identifiable for you and your team.

Why did the tool flag a form submission?

HubSpot can identify if your non-HubSpot form has any sensitive fields, such as a password field or a credit card field. Due to the sensitive nature of this information, and the fact that HubSpot stores form submissions in plain-text, HubSpot will not capture this information on a form. 

HubSpot checks for sensitive information by scanning the form for field labels that suggest credit card information is present, such as credit card, card number, expiration, expiry, CCV, CVC, CVV, secure code, Mastercard, American Express and AMEX. Collected forms will also check for number fields on the form and use a formula to identify if this number could possibly be a credit card number.

Although HubSpot uses this logic to prevent sensitive information from being captured, the data that is captured is your responsibility. Should sensitive information ever get captured incorrectly, please contact HubSpot. For more information, see the HubSpot Privacy Policy.

How do I create an email autoresponder for non-HubSpot form submissions?

It is not currently possible to create a follow-up email for non-HubSpot form submissions directly in HubSpot.

If you have a MailChimp account, you can create an autoresponder in MailChimp to send an email to any new contact added to a MailChimp list through a collected form. Learn more about connecting your collected forms to MailChimp.

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