Choose your workflow actions

Last updated: November 16, 2018

Applies to:

Marketing Hub
marketing-pro-enterprise
Professional, Enterprise
Sales Hub
sales-pro-enterprise
Professional, Enterprise
Service Hub
service-pro-enterprise
Professional, Enterprise

After determining your workflow type and your enrollment triggers, add actions to your workflow. Actions are the individual functions that execute in a workflow, per enrolled object.

Add actions

To add an action to your workflow, click the plus (+) icon in your workflow.

In the right panel, select the action to include in your workflow and set the details of your action, then click Save to add it to your workflow.

Add more actions to your workflow by clicking the gray plus (+) icon, where you'd like the action to be placed.

We recommend that you plan and test your workflow before activating it and that you do not alter the delays or actions once a workflow is live. Learn about testing and troubleshooting workflows.

Workflow actions

Here is a list of all of the available actions in the workflows tool. Click on a link to see more information about that action or browse through all action types below.

Building blocks

Productivity

Marketing (Marketing Hub Professional and Enterprise only)

Sales (Sales Hub Professional and Marketing Hub Enterprise only)

Service (Service Hub Professional and Enterprise only)

Contact properties

Company properties

Triggers

Integrations (Salesforce-integrated only)

Building blocks

The building blocks actions allow you to configure the flow of your workflow. Set the timing of your actions with delays and send contacts down different paths of actions depending on conditions you set in your if/then branches.

Add delay

With the Add delay action, you can set an amount of time between the previous action and the next. If used as the first action in a workflow, it represents the delay between when the contact is enrolled in the workflow and when the subsequent action executes. 

In standard workflows, when a delay is added, that delay is relative to the previous action. When an action executes, the next action is scheduled. If that next action is a delay, the workflow will wait the specified time before it moves a contact onto the next action. When adding a delay in a standard workflow, you will be prompted to set dayshours, and/or minutes of your delay.

In a fixed date or contact property date workflow, delays are relative to the selected fixed date or the date property value set on the contact's record. You will need to decide whether the next action will execute beforeon, or after the specified date and set the time of day.

Please note that if you make changes to a delay when a contact is already scheduled for the next action, the change may not apply. To learn more about how your workflows are affected by changes to delays, check out this article.

Add if/then branch

The Add if/then branch action allows you to direct your contacts down one path or another based on whether or not they meet criteria you set in your workflow. For example, if you send someone an email as the first action in your workflow, later in the workflow you can send them different content or perform different actions depending on whether or not they opened the email you sent in the first action.

In HubSpot, this is called branching logic, and it is also commonly known as "conditional logic." You can learn more about using branching logic in HubSpot workflows in this article.

Productivity

The Productivity actions allow you to automate the follow-up process in your marketing and sales efforts. Automatically create and assign a task or send an internal text message to a team member to signal an opportunity for follow-up. 

Create a task

The Create a task action allows you to automatically create and associate a new task with each contact that completes your workflow. You can set the task's owner based on each contact's contact owner or select a specific contact owner for all the tasks set by this workflow. If you are specifying a contact owner, only users with a paid seat will be available. You can also assign tasks to users based on a custom owner property.

You can set the task's title, due date, email reminder date, notes, and type right from your workflow. You also can insert contact personalization tokens in the task's title and notes. For more information about creating tasks in workflows, check out this article.

Send internal SMS

The Send internal SMS action allows you to send an SMS message to either a specified phone number or to a user in your HubSpot account. If you're entering an international phone number, be sure to add the appropriate country code just as you would if you were texting or calling someone internationally from your phone. If you choose to specify a HubSpot user, select a user from the dropdown menu. Please note that users without a phone number set in their user profile (Account menu Profile & Preferences) will not appear in the Specify a HubSpot user dropdown menu.

In the SMS message field, enter the text of your message. You can use personalization tokens within the body of your message by clicking Insert contact token and selecting a contact property to include.

 

Send notification

The Send notification action allows you to send a notification directly to you or your team member's in-app notification center or mobile phone. This way, your team members don't need to constantly check their email for updates - they can be notified directly within their HubSpot account. 

Click the Specific users and teams dropdown menu and specify a user or team to send the notification to. Enter the message details and select whether to send the notifications via an in-app alert or a mobile push notification. You can also use contact tokens in your message. 

HubSpot Help article screenshot

Marketing

These actions allow you to segment your contacts and automate your marketing efforts. Please note that the following are available for Marketing Professional and Enterprise subscribers only.

Send an email

The Send an email action allows you to sends any of your published automated marketing emails to enrolled contacts. If you have not already created an email to use in your workflow, you can create one directly from your workflow. To do so, add your Send an email action and click Create new email in the action options pane on the right. You’ll be brought to the email tool where you can create and save your email. When you save your email, you’ll return to your workflow right where you left off.

Send internal email

The Send internal email action allows you to send an internal email to a specified email address(es) or to an email property, such as Contact owner email. For a guide on setting up email notifications in workflows, check out this article.

Note that if you choose to use an email contact property and the enrolled contact does not have a value for the email property, no internal email will be sent. If you'd like notifications for these contacts to be sent to one default address, you can set a default value for the email property.

Add to/Remove from a static list

There are two separate actions for adding or removing contacts to or from an existing static list. You can use the Add to a static list action for multiple purposes, such as viewing historic enrollment, viewing the number of contacts who have completed a workflow without entering the goal list, or sending a manual follow-up email to the list outside of the workflow. Use the Remove from a static list action for list cleanup. 

Sales

The following actions allow you to add automation to your sales process. Please note that these actions are available for Sales Professional and Marketing Enterprise subscribers only.

Create a deal

The Create a deal action automatically creates and set properties for deals based on the enrollment criteria of your workflow. It also associates the newly created deal with the object enrolled in the workflow.

  • To assign the object's existing owner as the deal's owner:
    • In a contact-based workflow, click the Assign deal to dropdown, select Contact's existing ownerClick the Which owner? dropdown menu to select a user.
    • In any other workflow, under Assign to *, select the Object's existing and click the dropdown menu to select a user based on the current object.
  • To assign a specific owner:
    • In a contact-based workflow, click the Assign deal to dropdown and select Specific user. Click the Which owner? dropdown menu to select the user. You can only assign deals to users with a paid seat.
    • In other types of workflows, select Specify a HubSpot owner, and click the dropdown menu to select a specific user. You can only assign deals to users with a paid seat.
  • Set the deal name, pipeline, stage, close date and amount.
  • To set additional properties for your deal, click Set another deal property.
  • To copy a property on the current object to a property on your new deal:
    • In a contact-based workflow, click Copy a contact property to a deal property.
    • In any other workflow, click Copy a property to a deal property.

Learn how to create deals with workflows.

Rotate leads

The Rotate leads action allows you to distribute your contacts to different contact owners or members of a specific team. Click the Assign a contact owner dropdown menus to select two or more users.

Please note: you can only rotate contact ownership to users that have been assigned paid seats.

As contacts are enrolled in your workflow, they will be assigned evenly across the selected users. Learn more about rotating your leads.

Please note: while workflows allow you to use and update your custom Salesforce properties (if integrated), you cannot change or set data that is controlled only by Salesforce, such as Owner Name and Owner Email. Salesforce owners must be set by assignment rules or updates in Salesforce.

Service (Service Hub Professional and Enterprise only)

The following action allows you to add automation to your service process. Please note that this action is available for Service Hub Professional and Enterprise users only.

Create a ticket

The Create a ticket action allows you to automatically create and set properties for tickets based on the enrollment criteria of your workflow.

  • To assign the object's existing owner as the ticket's owner:
    • In a contact-based workflow, under Assign ticket to, select Contact's existing and click the dropdown menu to select a user based on the current contact.
    • In any other workflow, under Assign to *, select the Object's existing and click the dropdown menu to select a user based on the current object.
  • To assign a specific owner, select Specify a contact owner or Specify a HubSpot owner and click the dropdown menu to select a specific user. You can only assign tickets to users with a paid seat.
  • Set the ticket pipeline, status and priority by clicking the Ticket Pipeline, Ticket Status and Priority dropdown menus respectively.
  • To set additional properties for your ticket, click Set another ticket property.
  • To copy a property on the current object to a property on your new ticket:
    • In a contact-based workflow, click Copy a contact property to a ticket property.
    • In any other workflow, click Copy a property to a ticket property.

Learn more about creating and managing tickets in HubSpot.

HubSpot Help article screenshot

Rotate ticket owner

The Rotate ticket owner action is only available in ticket-based workflows. It allows you to distribute tickets to different tickets owners or members of a specific team. Click the Assign an owner dropdown menus to select two or more users.

Please note: you can only rotate ticket ownership to users that have been assigned paid seats.

As tickets are enrolled in your workflow, they will be assigned evenly across the selected users. Learn more about rotating your tickets.

Set contact property value

The Set contact property value action allows you to set a specific contact property’s value when they are enrolled in your workflow. For example, you could set a contact's lifecycle stage to MQL when they fill out a certain form or enroll contacts in a workflow based on their region, then set the HubSpot Owner property to assign them to a sales rep based in that area. 

Contact properties

With the Contact properties actions, you can make changes to property values and copy values from one property to another. For example, you can use these actions to automatically set and/or make changes to the lifecycle stage or lead status of your contacts.

Copy a contact property value

This action allows you to copy data from one contact property to another contact or company property. This is most useful in situations of data clean-up. If you no longer use a certain property but want the data copied to another property, you can use this action to automate the task. Please note that some properties cannot be copied to one another due to incompatible field types. Incompatible properties will not appear as options in the target property in your workflow action.

Clear a contact property value

This action allows you to clear the value of an existing contact property and is best used in data clean up. You can also use it in conjunction with copying/setting a contact property value. An example would be if you'd like to revert the lifecycle stage of your contacts. To do so, you can add an action to clear the existing Lifecycle Stage value and then add an action to set a new value. 

Increase a contact property value

This action allows you to increment a numeric contact property. For example, if you have a numeric property called Number of trials, you can increment this property by a value of 1 each time a contact submits a trial form. This action also supports negative values if your goal is to reduce a numeric contact property value through a workflow.

Manage subscription status

This action allows you to manage your contacts' subscription status in bulk. Choose an opt status to set whether you want contacts to receive this subscription. Use the Communication subscription types dropdown menu to select one of your subscription types. Users with GDPR functionality enabled will also choose a lawful basis for communication and enter the explanation for communication consent.

Please note: this will not opt in contacts who have opted out of an email type. Only the contact can manage their email preferences if they've clicked to opt out of an email subscription type.

HubSpot Help article screenshot

Company properties

The Company properties actions allow you to set and make changes to properties on company records associated with contacts enrolled in your workflow. 

Set company property value

The Set company property value action allows you to set a specific company property value. For example, you can enroll a list of contacts in your workflow and automatically change the Industry company property for their associated companies.

Copy a company property value

This action allows you to copy data from one company property to another company or contact property. This proves most useful in situations of data clean up. If you no longer use a certain property but want the data copied to another property, you can use this action to automate the task. Please note that some properties cannot be copied to one another due to incompatible field types. Incompatible properties will not appear as options in the target property in your workflow action.

Clear a company property value

This action allows you to clear the value of an existing company property and is often used in data clean up. You can also use it in conjunction with copying or setting a company property value. An example would be if you'd like to revert the lifecycle stage of your contacts' associated companies. To do so, you can add an action to clear the existing Lifecycle Stage value and then add an action to set the new value. 

Increase a company property value

This action allows you to add to a numeric company property. You can increment a property on each enrolled contact's associated company record by a value of 1 (or more) every time a contact goes through the workflow. This action also supports negative values if your goal is to reduce a numeric company property value through a workflow.

Please note: HubSpot Support does not support the implementation or troubleshooting of webhooks in workflows. You can read more about workflows on our Developers website and ask relevant technical questions on the Developers forum.

Triggers

Trigger a webhook

This action allows your workflow to communicate with an external system. For example, you can use a webhook to send a HubSpot contact's information (formated in JSON) to an external CRM, when he or she submits a particular form. Read this article to learn more.

Please note: this action is available for Marketing Hub Enterprise, Sales Hub Enterprise and Service Hub Enterprise subscribers only.

Enroll in another workflow

This action allows you to enroll the contact, company, deal or ticket (in the current workflow) into another activated workflow.

Please note: you can only enroll an object into a workflow of the same type (e.g. deals can only be enrolled into a deal-based workflow).

Integrations

If you are using the Salesforce integration with HubSpot, you can use the Integrations actions to automatically take action in your connected Salesforce account based on contact enrollment in your HubSpot workflow.

Set a Salesforce task

You can use workflows to automatically set a task on a lead or contact record in Salesforce. The task can be assigned to either the contact's Salesforce owner or the integration user. Set the status, due date, subject line, and description for your task right from within your HubSpot workflow. You can learn more about using workflows with Salesforce in a later section of this guide.

Set a Salesforce campaign

This action allows you to enroll contacts in a Salesforce Campaign based on enrollment in your HubSpot workflow. Choose from any active Salesforce campaign and set the campaign status for your enrolled contacts. You can learn more about using workflows with Salesforce in a later section of this guide.

Once you have added actions to a workflow, review your workflow's settings before activating it.

Was this article helpful?

If you still need help you can get answers from the , or to contact support.

Previous article:

Learn about HubSpot's Worksflow Tools - Click Here

Next article: