topic Re: Email being sent to wrong contact in Workflow in Lists, Lead Scoring & Workflows

Email being sent to wrong contact in Workflow

BikeRunner — Wed, 14 Feb 2024 11:10:57 GMT

Hi,

For every deal that is created in our account, the deal will get 2 contacts. One is the customer, and the other one is the associated service provider. They can at the moment be identified with the custom contact field called "Type of customer" (=Runner or =Customer).

I am trying to set up a workflow where on a certain trigger (like "deal has been in this deal stage for more than 7 days"), then send an email to the associated contact that is EITHER Customer or Runner. But it doesnt seem I can program the workflow to do this based on a custom contact field to filter? If I can, can someone tell me how exactly?

It seems to me that it has to be done by labels... But how would I practically go about it if I want to create a label on all contacts that are service providers, and another one on all contacts that are customers, based on this custom field that gives this information today?

Re: Email being sent to wrong contact in Workflow

karstenkoehler — Wed, 14 Feb 2024 11:13:54 GMT

Hi @BikeRunner,

You're correct, you would have to use association labels if you want to achieve this from a deal-based workflow: https://knowledge.hubspot.com/object-settings/create-and-use-association-labels

These labels can be set in bulk via import, so you could export your records and adjust those files for import and for creating the associations with the labels: https://knowledge.hubspot.com/object-settings/create-and-use-association-labels#set-or-update-record-association-labels

Alternatively, you could rebuild that part of your workflow that sends the email as a contact-based workflow. You can enroll contacts when they're associated to a deal in a given stage AND filter for customer type, then send the email. This only works however if your automated email does not contain deal tokens. If it does, you'll have to go the association label route above.

Best regards

Re: Email being sent to wrong contact in Workflow

BikeRunner — Wed, 14 Feb 2024 11:49:11 GMT

Hi,

Thank you very much for the reply.. I would need to be able to use deal
tokens for the emails to make sense.

What should the column be called when you add an association label by
import?

And is there a way to "keep" adding the correct association label to the
contact in the future? When we create a contact - we do so through API, can
it be done through there?

Re: Email being sent to wrong contact in Workflow

karstenkoehler — Wed, 14 Feb 2024 11:55:08 GMT

@BikeRunner you can find sample files for imports with association labels here: https://knowledge.hubspot.com/import-and-export/set-up-your-import-file#multiple-objects-with-associations

Labels can also be assigned through API, see here: https://developers.hubspot.com/docs/api/crm/associations

Best regards!