Workflows

Choose your workflow actions

Last updated: June 22, 2020

Applies to:

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

After creating your workflow and setting your enrollment triggers, choose the actions for your workflow. Actions are functions that the workflow will execute for enrolled records.

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.

Below are all available workflow actions, separated by type.

Workflow

Actions under Workflow manage enrolled contacts as they go through your workflow.

Delay for a set amount of time

Set an amount of time between the previous action and the next. Delays are relative to the previous action or workflow enrollment (if no action precedes the delay). Enrolled records will wait the specified time in the delay before they move to the next action.

Set the delay period in days, hours, and/or minutes.

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.

When records are waiting in the delay, you can see the records and the remaining time before they move to the next action. To view the records waiting in the delay:
  • In the workflow editor, click the count of records link in the delay action. 

    time-delay-records-waiting
  • In the right panel, view the records that are waiting. 

    contacts-in-delay

Delay until a day or time

Pause enrolled records until a specific day or time. 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 use a Delay until a day or time action to pause delayed contacts until Tuesday at 11:00 AM.
  • Any contacts that enter the delay will then wait until the next Tuesday at 11:00 AM before exiting the delay.

delay-until-a-day-or-time-sidebarLearn more about using day or time delays.

Add 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.

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.

workflow-go-to-action-example
Learn more about the Go to other action action.

Enroll in another workflow

Enroll the record in the current workflow into another active workflow.

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

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. 

workflow-enroll-error-message

Trigger a webhook

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

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.

Internal communication

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

Send an internal email

Send an internal email to a specific user, team, or owner. This type of email notification has the same formatting as other HubSpot notifications. You can set the text only, 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.
send-internal-email-platform

In contact-based workflows, this action is different from the Send internal marketing email action, because you cannot select from existing automated emails.

Send an internal SMS

Send a text message to a HubSpot user or a specified number for an enrolled record.

Please note: the Send an internal SMS action has a limit of 1,000 texts per month per account. This limit resets at the beginning of each month.

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 72 hours for the event status to update. If the text message fails to send after 72 hours, 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

These actions help with alerting the contacts associated with the enrolled record.

Send email

Please note: this action is available for Marketing Hub Professional and Enterprise. When triggering an email, 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 will send an email to 100 of those contacts only.

Send an automated marketing email to the contacts associated with the enrolled record. You can select from existing automated emails, or create a new automated email by clicking + Create new email.

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.

Integrations

Actions under Integrations allow you to interact with external applications that are integrated with HubSpot. HubSpot supports certain integration actions such as sending a Slack notification, but it also allows integration partners to create other extension actions for use in the workflows tool that interact with their application.

To be able to view and use such 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.

Where such actions are developed and supported by the integration partner, learn more about these actions through their documentation.

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.

Create a Slack channel through company and deal workflows

When adding an action, select Create Slack channel. Enter the Channel name. To insert a personalization token in the channel name, click contactPersonalization token, click the Add [object] token dropdown menu and select a token. Enter a Default value and click Insert.

Please note: channel names must be 80 characters or less and can only contain lowercase letters, numbers, hyphens, and underscores.

To edit the channel visibility, click the Channel visibility dropdown menu and select the channel visibility. Click Save.
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.
  • All channels are created on behalf of the user that installed the Slack integration. If the user is removed from Slack, HubSpot will lose the ability to create channels. 
  • By default, the user that installed the Slack integration will be invited to the channel.

Create an Asana task

When adding an action, click the Connect an app tab to access the Create an Asana task action. Learn more about creating Asana tasks through workflows.

create-asana-task

Assignment

Rotate [object] 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 a deal

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

Create a new deal when triggered by an enrolled record. Learn more about creating deals with workflows.

quote-workflow-create-deal

 

Create a ticket

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

Create a new ticket when triggered by an enrolled record.

workflow-create-ticket

 

Create a task

Create a new task when triggered by an enrolled record.

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.
  • Deal and quote properties can only be managed in Sales Hub Professional and Enterprise accounts.
  • Ticket properties can only be managed in Service Hub Professional and Enterprise accounts.

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.

set-multiple-checkbox%20property-workflow

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

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.

 

Other actions available in contact-based workflows

These actions are specific to contact-based workflows and are not available in company-based, deal-based, ticket-based, or quote-based workflows.

Add to static list

Add the enrolled contact 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 a specific static list.

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

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.

workflow-add-to-ads-audience

Remove from ads audience

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

remove-from-ads-audience-action

Manage 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.

 

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.

 

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.

 

Set a Salesforce campaign

Set a Salesforce campaign for the enrolled contact.

 

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