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Reassign lead when owner has no activity within SLA window

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.

11 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 lead that its owner has not touched within the agreed window is automatically pulled off that owner and handed to another rep, instead of sitting stale in a busy inbox.
Workflow maplead-routing-005
Lead routed date set + owner known leads to Delay 4 business hours. Delay 4 business hours leads to Contacted since routing?. Contacted since routing? leads to Yes: End, no action; No: Reassignment count < 2?. Reassignment count < 2? leads to Yes: Notify current owner's manager; No: Notify sales director + add to manual routing list. Notify current owner's manager leads to Rotate to backup pool. Rotate to backup pool leads to Reset lead routed date, increment reassignment count. Reset lead routed date, increment reassignment count leads to Notify new owner. Yes No Yes No Lead routed date set + owner known Delay 4 business hours Contacted since routing? End, no action Reassignment count < 2? Notify current owner's manager Notify sales director + add to manual routing list Rotate to backup pool Reset lead routed date, increment reassignment count Notify new owner
Lead routed date set + owner known leads to Delay 4 business hours. Delay 4 business hours leads to Contacted since routing?. Contacted since routing? leads to Yes: End, no action; No: Reassignment count < 2?. Reassignment count < 2? leads to Yes: Notify current owner's manager; No: Notify sales director + add to manual routing list. Notify current owner's manager leads to Rotate to backup pool. Rotate to backup pool leads to Reset lead routed date, increment reassignment count. Reset lead routed date, increment reassignment count leads to Notify new owner. Yes No Yes No Lead routed date set + owner known Delay 4 business hours Contacted since routing? End, no action Reassignment count < 2? Notify current owner's manager Rotate to backup pool Reset lead routed date, increment reassignment count Notify new owner Notify sales director + add to manual routing list

When to use it, when not to

Use it

  • Use it as the enforcement layer behind an SLA warning workflow (lead-routing-003), when a warning alone is not enough and leads need to actively move.
  • Use it for inbound leads with no existing relationship, where any available rep can pick it up.
Read more on when to use itShow less

Skip it

  • Do not use it for named accounts or leads with a required specific owner (existing relationship, territory rule, partner deal). Exclude those with a suppression list.
  • Do not run this at the same time as an unrelated SLA-warning workflow without coordinating the timers; both reading the same Last contacted date on independent clocks causes confusing double-notifications.
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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