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Branch onboarding path by deal size (high-touch vs low-touch)

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.

6 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA closed-won deal is routed to a hands-on onboarding path or a self-serve path based on its amount, so the CS team spends dedicated time where the deal size justifies it.
Workflow mapcustomer-onboarding-016
Deal stage = Closed Won, path not yet set leads to Amount >= threshold?. Amount >= threshold? leads to Yes: Set Onboarding Path = High-touch; No: Set Onboarding Path = Low-touch. Set Onboarding Path = High-touch leads to Create kickoff task for Onboarding Owner. Create kickoff task for Onboarding Owner leads to Send internal notification. Set Onboarding Path = Low-touch leads to Add to Low-touch Onboarding list. Yes No Deal stage = Closed Won, path not yet set Amount >= threshold? Set Onboarding Path = High-touch Set Onboarding Path = Low-touch Create kickoff task for Onboarding Owner Add to Low-touch Onboarding list Send internal notification
Deal stage = Closed Won, path not yet set leads to Amount >= threshold?. Amount >= threshold? leads to Yes: Set Onboarding Path = High-touch; No: Set Onboarding Path = Low-touch. Set Onboarding Path = High-touch leads to Create kickoff task for Onboarding Owner. Create kickoff task for Onboarding Owner leads to Send internal notification. Set Onboarding Path = Low-touch leads to Add to Low-touch Onboarding list. Yes No Deal stage = Closed Won, path not yet set Amount >= threshold? Set Onboarding Path = High-touch Set Onboarding Path = Low-touch Create kickoff task for Onboarding Owner Add to Low-touch Onboarding list Send internal notification

When to use it, when not to

Use it

  • Use it when the same onboarding process today gets applied to every new customer regardless of size, wasting CS time on small accounts or under-serving large ones.
  • Use it when deal amount is a reasonable proxy for onboarding complexity in your business.
Read more on when to use itShow less

Skip it

  • Do not use it if plan or product purchased is a better predictor of onboarding complexity than deal amount, use customer-onboarding-017 instead, or combine both branches.
  • Do not use it for Enterprise deals that need a named specialist rather than a two-way split, see customer-onboarding-039.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 3 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 · 6 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 · 3 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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