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Route free-trial signups to CS/AE based on plan tier

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.

Contact12 stepsUpdated for HubSpot seat pricing
OutcomeA trial signup lands with an AE if the plan tier justifies a sales conversation, or with customer success onboarding if it does not, instead of every signup hitting the same generic queue.
Workflow maplead-routing-017
Trial started date set leads to Existing customer?. Existing customer? leads to Yes: Notify current owner + create task; No: Plan tier?. Plan tier? leads to professional / enterprise: Rotate to AE pool; free / starter: Rotate to CS onboarding pool. Rotate to AE pool leads to Set routed date, notify, qualify-call task. Rotate to CS onboarding pool leads to Set routed date, notify, onboarding-email task. Yes No professional / enterprise free / starter Trial started date set Existing customer? Notify current owner + create task Plan tier? Rotate to AE pool Rotate to CS onboarding pool Set routed date, notify, qualify-call task Set routed date, notify, onboarding-email task
Trial started date set leads to Existing customer?. Existing customer? leads to Yes: Notify current owner + create task; No: Plan tier?. Plan tier? leads to professional / enterprise: Rotate to AE pool; free / starter: Rotate to CS onboarding pool. Rotate to AE pool leads to Set routed date, notify, qualify-call task. Rotate to CS onboarding pool leads to Set routed date, notify, onboarding-email task. Yes No professional / enterprise free / starter Trial started date set Existing customer? Notify current owner + create task Plan tier? Rotate to AE pool Rotate to CS onboarding pool Set routed date, notify, qualify-call task Set routed date, notify, onboarding- email task

When to use it, when not to

Use it

  • Use it when the product has a self-serve trial and the trial tier (free, starter, professional, enterprise) already predicts whether the account needs a sales-assisted close or a self-serve onboarding nudge.
  • Use it when the app can write the plan tier onto the HubSpot contact record at signup time, either through a form or an integration.
Read more on when to use itShow less

Skip it

  • Do not use it if every trial tier goes through the same sales-assisted process; a single rotation pool (lead-routing-002) is simpler.
  • Do not use it for an existing customer starting a second trial on a different product; route that to their current owner instead, see lead-routing-019.
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 · 12 numbered actions

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

Known pitfalls · 4

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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