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Downgrade request auto-routed to retention team

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.

Deal5 stepsUpdated for HubSpot seat pricing
OutcomeA deal marked as a downgrade request routes straight to a retention specialist instead of sitting with the original account owner, who may not have the pricing flexibility or the specific save-play training to handle it.
Workflow maprenewal-expansion-046
Deal Type = Downgrade, Retention Owner unknown leads to Rotate to Retention team member. Rotate to Retention team member leads to Set Deal owner = Retention Owner. Set Deal owner = Retention Owner leads to Create outreach task for Retention Owner. Create outreach task for Retention Owner leads to Notify Retention Owner. Notify Retention Owner leads to Notify original deal owner. Deal Type = Downgrade, Retention Owner unknown Rotate to Retention team member Set Deal owner = Retention Owner Create outreach task for Retention Owner Notify Retention Owner Notify original deal owner
Deal Type = Downgrade, Retention Owner unknown leads to Rotate to Retention team member. Rotate to Retention team member leads to Set Deal owner = Retention Owner. Set Deal owner = Retention Owner leads to Create outreach task for Retention Owner. Create outreach task for Retention Owner leads to Notify Retention Owner. Notify Retention Owner leads to Notify original deal owner. Deal Type = Downgrade, Retention Owner unknown Rotate to Retention team member Set Deal owner = Retention Owner Create outreach task for Retention Owner Notify Retention Owner Notify original deal owner

When to use it, when not to

Use it

  • Use it when downgrade requests are tracked as their own deal type or a dedicated property, and a separate retention team or specialist exists to handle them.
  • Use it as a routing workflow, not a decision-maker; it moves the request to the right person, it does not approve or deny the downgrade itself.
Read more on when to use itShow less

Skip it

  • Do not use it if the same account owner always handles both renewals and downgrades; routing to a "retention team" that does not exist as a distinct group adds a step with no benefit.
  • Do not use it to auto-approve a downgrade under any circumstance; a downgrade changes the commercial terms of the account and should always pass through a person.
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 · 5 numbered actions

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

Known pitfalls · 5

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

Test plan and UAT script · 2 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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