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Chatbot/live chat qualified lead handoff to rep with notification

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.

8 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 visitor who qualifies through the chatbot gets an owner and an immediate notification, instead of sitting in the Conversations inbox until someone happens to check it.
Workflow maplead-routing-016
Chatbot qualifies visitor leads to Owner already known?. Owner already known? leads to Yes: Notify existing owner; No: Rotate to on-duty pool. Notify existing owner leads to Create follow-up call task. Rotate to on-duty pool leads to Set routed date, notify owner, optional Slack; pool empty: Notify sales ops, add to Needs manual routing. Set routed date, notify owner, optional Slack leads to Create follow-up call task. Yes No pool empty Chatbot qualifies visitor Owner already known? Notify existing owner Rotate to on-duty pool Set routed date, notify owner, optional Slack Notify sales ops, add to Needs manual routing Create follow-up call task
Chatbot qualifies visitor leads to Owner already known?. Owner already known? leads to Yes: Notify existing owner; No: Rotate to on-duty pool. Notify existing owner leads to Create follow-up call task. Rotate to on-duty pool leads to Set routed date, notify owner, optional Slack; pool empty: Notify sales ops, add to Needs manual routing. Set routed date, notify owner, optional Slack leads to Create follow-up call task. Yes No pool empty Chatbot qualifies visitor Owner already known? Notify existing owner Rotate to on-duty pool Set routed date, notify owner, optional Slack Notify sales ops, add to Needs manual routing Create follow-up call task

When to use it, when not to

Use it

  • Use it when a chatflow already asks qualifying questions (budget, use case, company size) and ends with a clear yes/no signal.
  • Use it when the on-duty reps for live chat are a smaller, dedicated pool separate from the general round-robin (chat expects a faster reply than a form fill).
Read more on when to use itShow less

Skip it

  • Do not use it for chatbots that only route to a knowledge base or ticket queue with no sales qualification step. See tickets-sla for that flow.
  • Do not use it if nobody staffs live chat outside business hours; route after-hours chats to a form or ticket instead of a dead-end rotation.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 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 · 8 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 · 4 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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