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Start customer onboarding automatically after a successful payment (Commerce Hub)

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.

Contact11 stepsUpdated for HubSpot seat pricing
OutcomeThe minute a payment clears, the buyer becomes a customer in the CRM, the owner is told, a kickoff task and an onboarding ticket exist, and the welcome email goes out. Nobody has to watch a payments inbox to start the clock.
Workflow mapcustomer-onboarding-049
Contact has an associated payment with status Succeeded, Onboarding start date unknown leads to Contact owner known?. Contact owner known? leads to Yes: Notify the contact owner; No: Notify the onboarding lead. Notify the contact owner leads to Set Lifecycle stage = Customer. Notify the onboarding lead leads to Set Lifecycle stage = Customer. Set Lifecycle stage = Customer leads to Stamp Payment received date and Onboarding start date. Stamp Payment received date and Onboarding start date leads to Set Onboarding status = Kickoff pending. Set Onboarding status = Kickoff pending leads to Create kickoff To-do for the owner, due tomorrow. Create kickoff To-do for the owner, due tomorrow leads to Create onboarding ticket at stage New. Create onboarding ticket at stage New leads to Delay 15 minutes. Delay 15 minutes leads to Send the welcome and next steps email. Yes No Contact has an associated payment with status Succeeded, Onboarding start date unknown Contact owner known? Notify the contact owner Notify the onboarding lead Set Lifecycle stage = Customer Stamp Payment received date and Onboarding start date Set Onboarding status = Kickoff pending Create kickoff To-do for the owner, due tomorrow Create onboarding ticket at stage New Delay 15 minutes Send the welcome and next steps email
Contact has an associated payment with status Succeeded, Onboarding start date unknown leads to Contact owner known?. Contact owner known? leads to Yes: Notify the contact owner; No: Notify the onboarding lead. Notify the contact owner leads to Set Lifecycle stage = Customer. Notify the onboarding lead leads to Set Lifecycle stage = Customer. Set Lifecycle stage = Customer leads to Stamp Payment received date and Onboarding start date. Stamp Payment received date and Onboarding start date leads to Set Onboarding status = Kickoff pending. Set Onboarding status = Kickoff pending leads to Create kickoff To-do for the owner, due tomorrow. Create kickoff To-do for the owner, due tomorrow leads to Create onboarding ticket at stage New. Create onboarding ticket at stage New leads to Delay 15 minutes. Delay 15 minutes leads to Send the welcome and next steps email. Yes No Contact has an associated payment with status Succeeded, Onboarding start date unknown Contact owner known? Notify the contact owner Notify the onboarding lead Set Lifecycle stage = Customer Stamp Payment received date and Onboarding start date Set Onboarding status = Kickoff pending Create kickoff To-do for the owner, due tomorrow Create onboarding ticket at stage New Delay 15 minutes Send the welcome and next steps email

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 for self-serve or low-touch purchases where payment is the real start signal, not a signature or a manual stage change.
  • Use it when onboarding today starts with somebody forwarding a receipt, which means it starts late and inconsistently.
Read more on when to use itShow less

Skip it

  • Do not use it when onboarding should start at contract signature and payment lands weeks later. Trigger on the deal instead, see customer-onboarding-048.
  • Do not use it on recurring subscription charges without the guard filter in Enrollment, or every monthly renewal restarts onboarding for an existing customer.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 9 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 · 11 numbered actions

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

Known pitfalls · 6

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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