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Workflows

Choose your workflow actions

Last updated: September 20, 2021

Applies to:

Marketing Hub Professional, Enterprise
Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise
Operations Hub Professional

After creating your workflow and setting your enrollment triggers, choose the actions for your workflow. Actions are the functions that the workflow will execute for enrolled records. Actions include timing delays, internal and external communications, and record management. 

Please note: the actions available to you depend on your subscription. Locked actions locked require an account upgrade to use. 

Most workflow actions, such as Create task and Send email, can be saved without setting all of the details. This can help streamline workflow building by allowing you to add your actions first as placeholders, then set up the rest of the details later before turning the workflow on.

Placeholder actions must be filled out before you can turn on the workflow, learn more about placeholder actions.

Add actions to your workflow

  • In your HubSpot account, navigate to Automation > Workflows.
  • Click the name of your workflow.
  • Click the plus icon +.

  • In the right panel, select the action to add to your workflow and set the details of the action.
  • Click Save.

You can also connect an app to your HubSpot account to use any available workflow actions included with that app. Learn how to connect an app through the workflows tool.

Below are all available workflow actions, separated by type.

Delay

Delay for a set amount of time

Set an amount of time between the previous action and the next. Enrolled records will wait the specified time in the delay before they move to the next action.

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Set the delay period in days, hours, and/or minutes. Learn more about using this type of delay.

Please note: if you have a Center on a date or Center on a date property contact-based workflow, delays are relative to the selected date or date property instead. Learn how to schedule actions in a contact-based workflow to execute at a specific date and time.

Delay until a day or time

Use the Delay until a day or time action to pause your workflow until specific days of the week and/or time of day. 

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For example, if you're using a workflow to send a series of promotional emails, you might want certain emails to only go out on Tuesdays. You can add a Delay until a day or time action just before the email send action to pause delayed contacts until Tuesday at 11:00 AM. 

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Learn more about using this type of delay.

Delay until event happens

Use the Delay until event happens action to pause records until a specified event occurs. For example, delay a contact until they visit a page or fill out a form. Learn more about using this type of delay.

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Workflow

Enroll in another workflow

Enroll the record in the current workflow into another active workflow. You can only enroll a record in a workflow of the same type. For example, deals can only be enrolled in deal-based workflows.

Learn more about workflow enrollment.

 


If the record is already enrolled in the selected workflow, they won't be re-enrolled. Instead, you'll see an error in your workflow history. The record will then proceed to the next step of the workflow. 

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Trigger a webhook

Please note: this action is only available for Operations Hub Professional.

Trigger a webhook to an external application. This allows your workflow to communicate with this external application. For example, webhooks can send a HubSpot company's information (formatted in JSON) to an external CRM. Learn more about triggering webhooks.

Custom code

Please note: this action is only available for Operations Hub Professional.

Use the Custom code action to write and execute JavaScript in your workflow. With custom code actions, you can extend workflow functionality within and outside of HubSpot. Learn more about using custom code actions, and view examples of custom code actions in HubSpot's Programmable Automation Use Case catalog.

workflows-custom-code-action-example

Format data

Please note: this action is only available for Operations Hub Professional.

The Format data workflow action enables you to automatically fix, format, and maintain your CRM data. For example, you can use this action to capitalize contact or company names, calculate values, or structure your date properties.

workflows-format-data-example-action

Learn more about formatting data with workflows.

Branches

If/then branch

Direct enrolled records down a certain path based on set conditions. Learn more on using branching logic in your workflows.

In this example, if a company record has the Accounting value in their Industry property, it will go down the YES path. If not, it will go down the NO path.

Value equals branch

Use this type of branch to send enrolled records down paths based on properties and the outcomes of previous actions. This type of branch cannot be configured with AND and OR criteria. Each branch can create up to 250 unique branches for a single property.

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Learn more about using branching logic in your workflows.

Go to other action

Connect if/then branches with the Go to other action action. This action can help to streamline your workflow building process by consolidating if/then branches.

Go to other action actions can only be added within if/then branches, and you can only select actions in other if/then branches. This prevents workflow loops. Actions that are not available for selection will be greyed out.

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Learn more about the Go to other action action.

Internal communication

Automate your internal communication to keep your team in the loop.

Send an internal email notification

Send an internal email to a specific user, team, or owner. This type of email notification has similar formatting options to other rich text editors across HubSpot. You can set and format text, insert images, and use tokens based on the type of workflow (i.e., contact-based workflows can use contact tokens). An internal email could be useful for:

  • notifying a sales rep when one of their leads fills out a form.
  • notifying a sales manager when an unowned lead fills out a demo form.
  • notifying a service rep when a contact visits a certain help page.


In contact-based workflows, this action is different from the Send internal marketing email action, because you cannot select from existing automated emails. The internal email notification must be created from within the workflow editor. 

Send internal marketing email

Send an automated email to specified email addresses, or a contact property that stores an email address, including any custom properties. This action is different from the Send internal email action because you're able to select existing automated emails. This action is only available in contact-based workflows.

 

 

Send an internal SMS

Send a text message to a HubSpot user or a specified number for an enrolled record. This action has a limit of 1,000 texts per month per account which resets at the beginning of each month. This action also has the following rate limits per account: 

  • 20 sends per rolling 60 second interval.
  • 200 sends per rolling 60 minute interval.
  • 100 sends to a single recipient per rolling 24 hour period.

If a text message is blocked because of these limits, the send will retry for two hours before moving on to the next action.

HubSpot uses a third-party, Twilio, to send SMS messages through this action. When the text is initially sent, the workflow event will appear as Initiated action in the workflow history. The record will then wait at this action until the text is successfully sent or fails.

  • A successful action event will show the status Sent SMS notification.
  • A failed action event will show the status Unable to send because a fatal error occurred.

In some cases, it can take up to 90 seconds for the event status to update. If the text message fails to send after 90 seconds, the record will move on to the next action. 

Send in-app notification

Send an in-app notification to specified teams or users. The notification will appear in the HubSpot notification center and sent to the HubSpot app as a notification. In a contact-based workflow, this action is known as Send notification.

 

External communication

Send email

Please note: when using this action, only up to 100 associated records will be sent the email. For example, if there are more than 100 associated contacts to a company, a company workflow with a send email action won't send the email to all associated contacts.

Send marketing emails that have been saved for automation to the contacts associated with the enrolled record. You can select from existing automated marketing emails, or create a new automated marketing email by clicking + Create new email.

Other automated emails, such as member registration emails for private content, can't be used with this action.

Service Hub Professional and Enterprise users can use this action to send automated emails when a ticket is received or closed. Learn how to send an email when a ticket is received or closed.

Enroll in a sequence

Automatically enroll contacts in a sequence. You can select a specific sequence, along with the sender and sender's email address.

Learn more about automating sequence enrollment using workflows.

Please note: only users with a paid Sales Hub or Service Hub Enterprise seat can be selected as the sequence sender.


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Unenroll from sequence

Automatically unenroll contacts from the sequence they're currently enrolled in. Learn more about automating sequence unenrollment using workflows.

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Assignment

Rotate record to owner

Assign the enrolled records to users equally within a selected team or between specified users. This action is only compatible with paid users. To reassign records that already have owners, select the Overwrite if [object] has an existing owner checkbox

If you select to rotate between a team, only primary team members will be considered by the workflow. Records will not be rotated to additional team members.

If you add or remove owners from the action after your workflow has been turned on, the assignments counts for that action will reset and the random assignments will start again. Newly enrolled records will be rotated to all of the selected owners or team members evenly, regardless of the rotation assignment counts for previously enrolled records.

Please note: 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.

Create

These actions, when triggered, will create a new record and associate it to the enrolled record. You can select the record associations when setting up the action.

Create record

Using the Create record action, you can create records for the following object types:

  • Contacts
  • Companies
  • Deals
  • Custom objects (Enterprise only)
  • Tickets (Service Hub Professional and Enterprise only) 

When creating records with workflows, keep the following in mind:

  • To create custom object records with a workflow, the custom object must have a relationship with the workflow's object type. For example, if your custom object doesn't have a defined relationship with the contact object, you can't create custom object records in contact-based workflows. Learn more about defining custom objects.
  • An email address is required to create contact records with a workflow. It's recommended to use a personalization token to insert a value from the enrolled record. For example, if you have a referral form on your website, you can use the value from the referral property to create a new contact record.
  • When creating records of the same type as the workflow, be sure that the created record doesn't meet the enrollment triggers for the workflow. Otherwise, you could create an infinite loop where created records endlessly create new records.

To set up this action:

  • In the Type of record to create dropdown menu, select the type of record you want to create.
  • Fill in the rest of the new record details. You can also choose to associate existing records with the newly created records.

Please note: quotes can only be associated to one deal at a time. Associating new records with existing quotes will remove the quotes from their current deals.

  • Click Save.

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Learn more about creating deals with workflows.

Create a task

Create a new task when triggered by an enrolled record.

List management

List management actions enable you to add records to and remove records from contact and company static lists. These actions are only available in contact and company-based workflows. 

Add to static list

Add the enrolled contact or company to a specific static list.

Please note: this action is only available for Marketing Hub Professional and Enterprise.

Remove from static list

Remove the enrolled contact to company from a specific static list.

Please note: this action is only available for Marketing Hub Professional and Enterprise.

Ads management

Ads management actions enable you to add contacts to and remove contacts from your ads audiences. These actions are only available in contact-based workflows. 

Add to ads audience

Add contacts to a new or existing ads audience. When selecting an existing audience, you can only choose an audience that was created in the workflows tool.

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Remove from ads audience

Remove contacts from an ads audience. You can only choose from audiences that were created in the workflows tool.

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Property management

These actions update the properties of the enrolled record. You can use property management actions for the record that are available for your subscription:

  • Contact and company properties can be managed in all products and plans that include workflows.
  • Deal properties can be managed in all products and plans that include workflows.
  • Quote properties can only be managed in Sales Hub Enterprise accounts.
  • Ticket properties can only be managed in Service Hub Professional and Enterprise accounts.
  • In conversation-based workflows, you can only manage properties of contacts associated with the conversation. Conversation properties are set by HubSpot automatically and cannot be edited.
  • Email subscription status and Marketing contact status can only be set in contact-based workflows.  

Set a property value

Set a property value on the record itself, or set a property value in a specific property type. For example, you can select to update the associated contacts to the enrolled deal record.

When setting a property value of a record that has a different type than the workflow type, the action will update all associated records of that type. For example, if you set a deal property in a contact-based workflow, all of the contact's associated deals will be updated.

When setting a multiple checkbox property, you can select whether you want to Append to current value(s) or Replace current value(s):

  • Append to current value(s): adds the selected values to any of the record's existing values. Select this option if you want your records to keep any values currently in the property.
  • Replace current value(s): sets the property for each record to the selected values. Select this option if you want to overwrite a record's existing values in the property.

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Copy a property value

Copy a property value of the enrolled record to another property in the same record, or to a property in another object type. For example, you can copy the value of an enrolled company's Phone Number to a custom single-line text property in all associated deals. Learn more about compatible source and target properties for copying property values.

When the target property is of a different object type than the workflow type, it will copy the property to all associated records of that type. For example, if you copy a company property to a deal property in a company based workflow, all deals associated with a company will be updated.

When copying between two multiple checkbox properties, you can select whether you want to Append to current value(s) or Replace current value(s):

  • Append to current value(s): adds the selected values to any of the record's existing values. Select this option if you want your records to keep any values currently in the property.
  • Replace current value(s): sets the property for each record to the selected values. Select this option if you want to overwrite a record's existing values in the property.

workflow-copy-property-append-or-replace

This action can also be used to copy values that result from previous workflow actions. For example, if a workflow includes an Add to Zoom webinar action, you can copy the resulting Zoom webinar link into a custom contact property. You can then use the custom property as a personalization token in an email to send the webinar link to your attendees. Learn more about adding contacts to a Zoom webinar using workflows.

Clear a property value

Clear a value in a property. This can be a property in the enrolled record, or a property in another object type. For example, you can clear the value in the Lead Status property in all associated contacts to an enrolled deal.

When clearing a property that is a different type than the workflow type, the action will clear the property for all associated records of that type. For example, if you clear a deal property in a contact-based workflow, the workflow will clear that property for all associated deals.

Increase or decrease a property value

Increase or decrease a value in a Number type property of the enrolled record. For example, you can increase the value of a custom number property, Orders bought, for every enrolled company.

Manage email subscription status

Customize the subscription status of the enrolled contact. You can select their new opt status for a specific subscription type, the lawful basis for communicating with the contact and the explanation for this communication consent. This action is only available in contact-based workflows.

 

Manage marketing contact status

Customize the marketing contact status of the enrolled contact. Contacts can be set as marketing at any time, but will only update to non-marketing on the first of the following month or on your renewal date - whichever comes first. This action is only available in contact-based workflows.

Connected apps

When you connect an app to your HubSpot account, the app may include workflow actions. When a connected app provides workflow actions, those actions will be listed under the name of the integration.

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HubSpot supports certain integration actions such as sending a Slack notification and adding data to Google Sheets, but it also allows integration partners to create other extension actions for use in the workflows tool that interact with their application.

To view and use connected app actions:

  • An integration between the external application and HubSpot must be built.
  • The HubSpot account must be integrated with the external application.
  • Such extension actions must be created.

Learn more about using connect app actions in your workflows.

Add contacts to a Zoom webinar

Add contacts as registrants to a Zoom webinar. 

In the Webinar field, enter the Zoom webinar ID you'd like to register contacts to or use a personalization token containing a webinar ID. 

Learn more about syncing data from Zoom webinars to HubSpot

Please note: HubSpot’s integration with Zoom only accepts three required fields in the Zoom registration link: First name, Last name and Email. If the registration link requires any other fields, the registration action will fail.

Send a Slack notification

Send a Slack notification to your integrated Slack workspace when a record triggers the action. This action is supported by HubSpot. Learn more about sending slack notifications through workflows.

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Create Slack channel

Create a Slack channel from within HubSpot.

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In the Channel Name field, you can specify the channel name or use a personalization token. Channel names must be 80 characters or less, and can only contain lowercase letters, numbers, hyphens, and underscores.

In the Channel visibility dropdown menu, you can select whether the created channel will be public or private. A private channel will only be visible to the user who owns the enrolled record.

When the channel is created it will display on the associated Company or Deal record. The card will note that the channel was created by a workflow:

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Please note:
  • The record you are enrolling in the workflow must have an owner. If a company or deal record does not have an owner the channel will not be created.
  • By default, the record owner will be invited to the channel.

Create an Asana task

Automate Asana task creation with HubSpot workflows. Before you can create Asana tasks with workflows, you'll need to connect Asana to your HubSpot account. You can connect the app from the App Marketplace or from within a workflow.

Learn more about creating Asana tasks through workflows.

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Create a Trello Card

Automate Trello card creation with HubSpot workflows. Before you can create Trello cards with workflows, you'll need to connect Trello to your HubSpot account. You can connect the app from the App Marketplace or from within a workflow.

Learn more about creating Trello cards with workflows.

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Set a Salesforce task

Set a customized Salesforce task for the enrolled contact. The contact owner or integration user will receive a task in Salesforce whenever a contact is assigned to them and is enrolled in the workflow. This action is only available in contact-based workflows.

 

Set a Salesforce campaign

Set a Salesforce campaign for the enrolled contact. This action is only available in contact-based workflows.