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Route re-engaged (previously closed-lost) contacts back to original owner

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.

6 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 contact who comes back after a closed-lost deal reaches the rep who already knows their history, instead of a stranger starting the relationship over through round-robin.
Workflow maplead-routing-035
Re-engagement signal fires leads to Owner known and active?. Owner known and active? leads to Yes: Set routed date, notify original owner, create follow-up task; No: Notify sales ops, add to Needs manual routing. Notify sales ops, add to Needs manual routing leads to Falls back to standard round-robin. Yes No Re-engagement signal fires Owner known and active? Set routed date, notify original owner, create follow-up task Notify sales ops, add to Needs manual routing Falls back to standard round-robin
Re-engagement signal fires leads to Owner known and active?. Owner known and active? leads to Yes: Set routed date, notify original owner, create follow-up task; No: Notify sales ops, add to Needs manual routing. Notify sales ops, add to Needs manual routing leads to Falls back to standard round-robin. Yes No Re-engagement signal fires Owner known and active? Set routed date, notify original owner, create follow-up task Notify sales ops, add to Needs manual routing Falls back to standard round-robin

When to use it, when not to

Use it

  • Use it whenever the team wants continuity for a returning contact: the rep who ran the first conversation is usually the best person to pick it back up.
  • Use it as a check that runs before the standard round-robin (lead-routing-001 or lead-routing-002), not as a replacement for it.
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Skip it

  • Do not use it if the original owner has left the company or been deactivated; fall back to standard rotation in that case, see Known pitfalls.
  • Do not use it if the team deliberately wants a fresh rep on returning leads (a specific re-engagement or win-back motion with its own dedicated pool); route those through that pool instead.
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 · 6 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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