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Multi-language ticket routing based on contact language property

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.

Ticket8 stepsUpdated for HubSpot seat pricing
OutcomeA ticket routes to a language-matched pool with the language it was routed on stamped directly onto the ticket record, giving reporting a reliable, ticket-level field to group by, instead of always having to look up the associated contact's language after the fact.
Workflow maptickets-sla-028
Ticket created leads to Copy contact_language into ticket_language. Copy contact_language into ticket_language leads to ticket_language value?. ticket_language value? leads to fr: Rotate to French-speaking pool; nl: Rotate to Dutch-speaking pool; de: Rotate to German-speaking pool; es: Rotate to Spanish-speaking pool; en / unknown: Rotate to English/general pool. Rotate to French-speaking pool leads to Set routed date. Rotate to Dutch-speaking pool leads to Set routed date. Rotate to German-speaking pool leads to Set routed date. Rotate to Spanish-speaking pool leads to Set routed date. Rotate to English/general pool leads to Set routed date. Ticket created Copy contact_language into ticket_language ticket_language value? fr Rotate to French-speaking pool nl Rotate to Dutch-speaking pool de Rotate to German-speaking pool es Rotate to Spanish-speaking pool en / unknown Rotate to English/general pool Set routed date
Ticket created leads to Copy contact_language into ticket_language. Copy contact_language into ticket_language leads to ticket_language value?. ticket_language value? leads to fr: Rotate to French-speaking pool; nl: Rotate to Dutch-speaking pool; de: Rotate to German-speaking pool; es: Rotate to Spanish-speaking pool; en / unknown: Rotate to English/general pool. Rotate to French-speaking pool leads to Set routed date. Rotate to Dutch-speaking pool leads to Set routed date. Rotate to German-speaking pool leads to Set routed date. Rotate to Spanish-speaking pool leads to Set routed date. Rotate to English/general pool leads to Set routed date. Ticket created Copy contact_language into ticket_language ticket_language value? fr Rotate to French-speaking pool nl Rotate to Dutch-speaking pool de Rotate to German-speaking pool es Rotate to Spanish-speaking pool en / unknown Rotate to English/general pool Set routed date

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 as the reporting-friendly version of language-based routing: if you only need the routing decision itself and do not need a ticket-level property for dashboards, tickets-sla-014 already covers that more simply by branching directly on the contact's property.
  • Use it when tickets get reported on by language independently of the contact record, for example a dashboard segmenting SLA performance by language pool, which is easier to build from a property that lives on the ticket itself.
Read more on when to use itShow less

Skip it

  • Do not use it alongside tickets-sla-014 without deciding which one owns the actual rotation; running both on the same ticket risks two separate rotate actions competing for the same assignment.
  • Do not use it if a contact's stated language is unreliable or frequently wrong for your customer base; a ticket-level copy of a bad value is still a bad value, just harder to notice since it now looks authoritative on the ticket.
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 · 8 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 · 5 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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