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Kickoff-not-booked reminder and escalation

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Sales Hub Professional.

Deal9 stepsUpdated for HubSpot seat pricing
OutcomeIf a new customer has not booked their kickoff call a few business days after the invite went out, the onboarding owner gets a reminder, and if it still is not booked after that, their manager gets pulled in, so slow starts get caught before they become churn risk.
Workflow mapcustomer-onboarding-008
Kickoff email sent, not yet booked leads to Delay 3 business days. Delay 3 business days leads to Kickoff Booked?. Kickoff Booked? leads to Yes: End; No: Reminder task + notification to Onboarding Owner. Reminder task + notification to Onboarding Owner leads to Delay 3 more business days. Delay 3 more business days leads to Kickoff Booked?. Kickoff Booked? leads to Yes: End; No: Escalate to CS manager. Escalate to CS manager leads to Set Kickoff Escalated = true. Yes No Yes No Kickoff email sent, not yet booked Delay 3 business days Kickoff Booked? Reminder task + notification to Onboarding Owner Delay 3 more business days Kickoff Booked? Escalate to CS manager Set Kickoff Escalated = true End
Kickoff email sent, not yet booked leads to Delay 3 business days. Delay 3 business days leads to Kickoff Booked?. Kickoff Booked? leads to Yes: End; No: Reminder task + notification to Onboarding Owner. Reminder task + notification to Onboarding Owner leads to Delay 3 more business days. Delay 3 more business days leads to Kickoff Booked?. Kickoff Booked? leads to Yes: End; No: Escalate to CS manager. Escalate to CS manager leads to Set Kickoff Escalated = true. Yes No Yes No Kickoff email sent, not yet booked Delay 3 business days Kickoff Booked? Reminder task + notification to Onboarding Owner Delay 3 more business days Kickoff Booked? Escalate to CS manager Set Kickoff Escalated = true End

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it as the follow-up to customer-onboarding-002, once the kickoff invite has been sent and the team wants an actual escalation ladder instead of a single generic task.
  • Use it when a delayed kickoff is a leading indicator of onboarding trouble for your product, not every business fits this pattern.
Read more on when to use itShow less

Skip it

  • Do not use it if kickoff calls are optional or self-serve customers are common, filter those out first or skip the fiche for that segment.
  • Do not use it if you already have a CS manager reviewing a dashboard of unbooked kickoffs manually and do not want automated escalation, keep the reminder task alone from customer-onboarding-002.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 9 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 5 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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