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Onboarding completion notification (internal and customer)

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: Service Hub Professional.

4 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
OutcomeThe moment the onboarding ticket reaches its final stage, the internal team gets a notification and the customer gets a "you're all set" email, closing the loop on both sides at the same time.
Workflow mapcustomer-onboarding-020
Ticket Pipeline stage = Completed leads to Set Onboarding Completion Date. Set Onboarding Completion Date leads to Send internal notification to Onboarding Owner + CS manager. Send internal notification to Onboarding Owner + CS manager leads to Send customer-facing welcome/completion email. Send customer-facing welcome/completion email leads to Add to Onboarding Completed list. Ticket Pipeline stage = Completed Set Onboarding Completion Date Send internal notification to Onboarding Owner + CS manager Send customer-facing welcome/completion email Add to Onboarding Completed list
Ticket Pipeline stage = Completed leads to Set Onboarding Completion Date. Set Onboarding Completion Date leads to Send internal notification to Onboarding Owner + CS manager. Send internal notification to Onboarding Owner + CS manager leads to Send customer-facing welcome/completion email. Send customer-facing welcome/completion email leads to Add to Onboarding Completed list. Ticket Pipeline stage = Completed Set Onboarding Completion Date Send internal notification to Onboarding Owner + CS manager Send customer-facing welcome/completion email Add to Onboarding Completed list

When to use it, when not to

Use it

  • Use it when onboarding is tracked as a ticket through pipeline stages (see customer-onboarding-011) and there is currently no consistent signal that onboarding actually finished.
  • Use it when you want one shared completion moment, rather than separate ad hoc emails written per customer.
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Skip it

  • Do not use it if you only need to notify the originating sales rep specifically, that narrower case is customer-onboarding-031.
  • Do not use it if completion should first pass through a manager review, add that gate before this fiche, see customer-onboarding-043.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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 · 4 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 · 2 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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