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First-contact SLA timer with owner reminder task

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
OutcomeEvery newly assigned lead gets a countdown: the owner is reminded before the SLA expires, and a manager is notified the moment it does, so no lead sits untouched.
Workflow maplead-routing-003
Lead routed date set + owner known leads to Create SLA call task, due 3h. Create SLA call task, due 3h leads to Delay 3 business hours. Delay 3 business hours leads to Contacted since routing?. Contacted since routing? leads to Yes: Set SLA met = true, end; No: Warn owner by internal email. Warn owner by internal email leads to Delay 1 business hour. Delay 1 business hour leads to Contacted since routing?. Contacted since routing? leads to Yes: Set SLA met = true, end; No: Set SLA met = false. Set SLA met = false leads to Notify manager + create escalation task. Yes No Yes No Lead routed date set + owner known Create SLA call task, due 3h Delay 3 business hours Contacted since routing? Warn owner by internal email Delay 1 business hour Contacted since routing? Set SLA met = false Notify manager + create escalation task Set SLA met = true, end
Lead routed date set + owner known leads to Create SLA call task, due 3h. Create SLA call task, due 3h leads to Delay 3 business hours. Delay 3 business hours leads to Contacted since routing?. Contacted since routing? leads to Yes: Set SLA met = true, end; No: Warn owner by internal email. Warn owner by internal email leads to Delay 1 business hour. Delay 1 business hour leads to Contacted since routing?. Contacted since routing? leads to Yes: Set SLA met = true, end; No: Set SLA met = false. Set SLA met = false leads to Notify manager + create escalation task. Yes No Yes No Lead routed date set + owner known Create SLA call task, due 3h Delay 3 business hours Contacted since routing? Warn owner by internal email Delay 1 business hour Contacted since routing? Set SLA met = false Notify manager + create escalation task Set SLA met = true, end

When to use it, when not to

Use it

  • Use it right after any lead-assignment workflow (lead-routing-001 or lead-routing-002) once an owner exists, to enforce a first-contact time window.
  • Use it when "first contact" can be measured by a logged activity: a call, a logged email, or a task marked complete.
Read more on when to use itShow less

Skip it

  • Do not use it as your only assignment logic. This workflow assumes an owner is already set; it does not assign one.
  • Do not use it if reps log activity outside HubSpot (no call/email logging). The SLA check relies on activity properties being populated, so an unsynced tool makes the SLA check unreliable, flag this to the admin before building.
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 · 11 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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