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Viewing request routed to the area agent with a first response SLA

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: Service Hub Professional.

Ticket19 stepsUpdated for HubSpot seat pricing
OutcomeA viewing request lands on an agent who covers that area and is not out of office, with a task due inside the agreed response window and a manager alert the moment that window is missed.
Workflow mapreal-estate-001
Ticket created, request type viewing_request leads to Copy area onto the ticket. Copy area onto the ticket leads to Requested date within 48h?. Requested date within 48h? leads to yes: Priority High; no: Priority unchanged. Priority High leads to Ticket area?. Priority unchanged leads to Ticket area?. Ticket area? leads to area known: Rotate to the area pool; blank: Owner = listing agent or duty owner, notify office manager. Rotate to the area pool leads to Call task due in 2h, notify owner. Owner = listing agent or duty owner, notify office manager leads to Call task due in 2h, notify owner. Call task due in 2h, notify owner leads to Delay 2 business hours. Delay 2 business hours leads to Still New or never contacted?. Still New or never contacted? leads to yes: SLA missed, alert manager, reassign task; no: SLA met. yes no area known blank yes no Ticket created, request type viewing_request Copy area onto the ticket Requested date within 48h? Priority High Priority unchanged Ticket area? Rotate to the area pool Owner = listing agent or duty owner, notify office manager Call task due in 2h, notify owner Delay 2 business hours Still New or never contacted? SLA missed, alert manager, reassign task SLA met
Ticket created, request type viewing_request leads to Copy area onto the ticket. Copy area onto the ticket leads to Requested date within 48h?. Requested date within 48h? leads to yes: Priority High; no: Priority unchanged. Priority High leads to Ticket area?. Priority unchanged leads to Ticket area?. Ticket area? leads to area known: Rotate to the area pool; blank: Owner = listing agent or duty owner, notify office manager. Rotate to the area pool leads to Call task due in 2h, notify owner. Owner = listing agent or duty owner, notify office manager leads to Call task due in 2h, notify owner. Call task due in 2h, notify owner leads to Delay 2 business hours. Delay 2 business hours leads to Still New or never contacted?. Still New or never contacted? leads to yes: SLA missed, alert manager, reassign task; no: SLA met. yes no area known blank yes no Ticket created, request type viewing_request Copy area onto the ticket Requested date within 48h? Priority High Priority unchanged Ticket area? Rotate to the area pool Owner = listing agent or duty owner, notify office manager Call task due in 2h, notify owner Delay 2 business hours Still New or never contacted? SLA missed, alert manager, reassign task SLA met

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 viewing requests arrive from several places at once, a portal enquiry, a website form and a phone call logged by reception, and you need one queue instead of three.
  • Use it when agents are organised by area, so the right person is a function of the property and not of who happens to be free.
Read more on when to use itShow less

Skip it

  • Do not use it when a single agent handles all inbound. A notification and a task are enough, and the routing branches will only add maintenance.
  • Do not use it as the calendar. This spec picks the owner and starts the clock. Confirming the slot stays a human action, or a meeting link, because a workflow cannot see whether the seller is home on Thursday.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 11 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 · 19 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 · 21 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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