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Hot lead alert to the on-call rep by SMS app action, with in-app notification as fallback

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.

Contact14 stepsUpdated for HubSpot seat pricing
OutcomeWhen a high-intent lead comes in, the on-call rep gets an SMS on their phone through an installed app and an in-app notification in HubSpot, and the team lead is alerted if nobody has acted after ten minutes.
Workflow mapmessaging-025
Sales form submitted leads to Contact has an owner. Contact has an owner leads to No: Rotate to Inbound sales; Yes: In-app notification to owner. Rotate to Inbound sales leads to In-app notification to owner. In-app notification to owner leads to App action sends SMS to on-call number. App action sends SMS to on-call number leads to Call task then delay 10 minutes. Call task then delay 10 minutes leads to Lead status still New. Lead status still New leads to Yes: Escalate to team lead. No Yes Yes Sales form submitted Contact has an owner Rotate to Inbound sales In-app notification to owner App action sends SMS to on-call number Call task then delay 10 minutes Lead status still New Escalate to team lead
Sales form submitted leads to Contact has an owner. Contact has an owner leads to No: Rotate to Inbound sales; Yes: In-app notification to owner. Rotate to Inbound sales leads to In-app notification to owner. In-app notification to owner leads to App action sends SMS to on-call number. App action sends SMS to on-call number leads to Call task then delay 10 minutes. Call task then delay 10 minutes leads to Lead status still New. Lead status still New leads to Yes: Escalate to team lead. No Yes Yes Sales form submitted Contact has an owner Rotate to Inbound sales In-app notification to owner App action sends SMS to on-call number Call task then delay 10 minutes Lead status still New Escalate to team lead

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when reps are away from their desk (field sales, evenings, weekends) and an email or in-app alert alone is seen too late.
  • Use it for a narrow definition of hot: a demo request, a pricing form, a callback form. Ten alerts a day are read, a hundred are muted.
Read more on when to use itShow less

Skip it

  • Do not use the native Send SMS message action for this. It is built for opted-in marketing contacts with US numbers, not for texting your own team. For SMS to contacts outside the US, the reference spec is messaging-018.
  • Do not use it without an SMS app. The base alert then is the in-app notification, and the lead-routing category covers that case.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 7 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 · 14 numbered actions

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

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 6 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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