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Auto-reassign lead if rep does not accept task within X hours (task-based acceptance flow)

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.

Contact7 stepsUpdated for HubSpot seat pricing
OutcomeA lead automatically moves to the next rep in line if the first rep does not acknowledge it within an agreed window, instead of sitting unclaimed because a task notification got buried.
Workflow maplead-routing-042
Contact owner set/changed leads to Reset Assignment Accepted to false. Reset Assignment Accepted to false leads to Create acceptance task, due in 2 business hours. Create acceptance task, due in 2 business hours leads to Delay 2 business hours. Delay 2 business hours leads to Assignment Accepted still false?. Assignment Accepted still false? leads to Yes: Rotate to next owner, notify sales manager; No, accepted: End, lead stays with accepting owner. Rotate to next owner, notify sales manager leads to Contact owner set/changed. Yes No, accepted Contact owner set/changed Reset Assignment Accepted to false Create acceptance task, due in 2 business hours Delay 2 business hours Assignment Accepted still false? Rotate to next owner, notify sales manager End, lead stays with accepting owner
Contact owner set/changed leads to Reset Assignment Accepted to false. Reset Assignment Accepted to false leads to Create acceptance task, due in 2 business hours. Create acceptance task, due in 2 business hours leads to Delay 2 business hours. Delay 2 business hours leads to Assignment Accepted still false?. Assignment Accepted still false? leads to Yes: Rotate to next owner, notify sales manager; No, accepted: End, lead stays with accepting owner. Rotate to next owner, notify sales manager leads to Contact owner set/changed. Yes No, accepted Contact owner set/changed Reset Assignment Accepted to false Create acceptance task, due in 2 business hours Delay 2 business hours Assignment Accepted still false? Rotate to next owner, notify sales manager End, lead stays with accepting owner

When to use it, when not to

Use it

  • Use it when the team wants an explicit acceptance step before a rep is fully credited with owning a lead, not just an assignment and a hope that they see it.
  • Use it when reps can reliably perform one simple confirming action (completing a task, logging a call, or checking a property) within the acceptance window, so the workflow has a real signal to check.
Read more on when to use itShow less

Skip it

  • Do not use it if the team already has a fast, working SLA-breach reassignment based on activity (lead-routing-005); that fiche solves a similar problem with less process, use this one only if an explicit acceptance step is specifically wanted.
  • Do not use it with an acceptance window shorter than reps can realistically act on given normal work patterns (meetings, time zones); an unreasonably tight window turns this into a constant reassignment churn tool instead of an accountability one.
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 · 7 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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