Assign and rotate record owners using workflows

Use the Rotate record to owner workflow action to assign records to your paid sales and service users. You can use this action to assign users on the [record] owner property or any custom HubSpot user property.

If you're using the Rotate record to owner workflow action to assign ticket records, you can use additional distribution options, such as load balanced, round robin, and random. Learn more about using the Rotate record to owner action in ticket-based workflows.

Understand requirements and considersations

When using the Rotate record to owner workflow action, the following requirements and limitations will apply.

Understand requirements

• When assigning records to specific users:
  • Users must be active with an assigned Sales or Service Hub Professional or Enterprise seat.
  • Users with core and view-only seats, or who have not accepted the invite to join the HubSpot account, will be greyed out.
• When assigning records to a team:
  • The team must have at least one user with an assigned Sales or Service Hub Professional or Enterprise seat. If not, the team will be greyed out when setting up the workflow action. 
  • Only main team members with an assigned Sales or Service Hub Professional or Enterprise seat will be eligible for assignment. Extra team members will not be included.
  • If an account is opted into the Support Multiple Main Teams for Full Functionality beta, all team members will be eligible for assignment.
• Deactivated users or users who no longer have a paid seat will show in routing rules with a red border and will not be included in assignments.

Understand considerations

• If the HubSpot owner property syncs to Salesforce, the action may not work as expected. Salesforce may try to update HubSpot with the previous owner even after HubSpot clears ownership.
• When assigning leads using this action, you'll need to turn off the Sync lead owner with contact or company owner setting.

Workflow assignment distribution

• By default, when distributing enrolled records, records will be assigned to users equally within a selected team or between specified users. This does not apply to ticket-based workflows. 
• If you add or remove owners from the action after your workflow has been turned on:
  • The assignment counts for that action will reset and the random assignments will start again.
  • Newly enrolled records will be rotated to all the selected owners or team members evenly, regardless of the rotation assignment counts for previously enrolled records.
• HubSpot will only allow one object to be rotated at a time to ensure fairness in distribution.
  • If multiple objects are in the rotate object action at the same time, only one will be allowed through while the others retry.
  • This can result in objects taking longer to move through this action.

Assign records using workflows

1. In your HubSpot account, click More, then navigate to Automation > Workflows. If More doesn't appear in your account, navigate to Automation > Workflows directly.
2. Click the name of an existing workflow or create a new workflow.
3. Set your enrollment triggers.
4. Click the + plus icon to add an action. 
5. In the left panel, click to expand the CRM section. Then, click Rotate record to owner.
6. Configure your Rotate record to owner action: 
   • HubSpot user property: select the user property that you'd like to use with the action. By default, the [object] owner property will be selected. You can also use any other custom user properties. 
   • Overwrite if [object] has an existing owner: choose whether to overwrite existing user property values. 
   • Rotate between: select whether to rotate between specific users or teams. 
     • Specific users: select the specific users for assigning records to.
     • Teams: select the specific team for assigning records to.
7. After setting up your workflow, at the top, click Save. 
8. Continue setting up your workflow.