Closed Lost Reasons

RMayerson — Sat, 10 Dec 2022 12:15:36 GMT

Best Practices Question...Our team just begain using the Closed-Lost field after about 1 year after implementation.

We see a preconfigured list of values to select only ONE. We would like to add additional reasons but more importantly allow for a multi-select drop down to choose from. We often lose deals for multiple reasons.

I don't see how I can change the field type because data has been entered already. Am I better to delete the existing data and change the field or should I create an all new custom field? I suspect here are benefits to keeping the standard field.

Thank you.

Re: Closed Lost Reasons

karstenkoehler — Sat, 10 Dec 2022 12:28:34 GMT

Hi @RMayerson,

The steps for changing the existing property and creating a new one are actually very similar. Because of that, I'd keep the original one.

To do that, you need to first make a 'backup' of all existing values. To do so, export all deals that have a closed lost reason: https://knowledge.hubspot.com/crm-setup/export-contacts-companies-deals-or-tickets

Once you confirm that the export file contains this information, you would go ahead and clear the values for closed lost reason for all deals by bulk editing them: https://knowledge.hubspot.com/crm-setup/how-can-i-bulk-edit-contacts-companies-deals-or-tasks

Next, you'll likely have to remove the property from required deal stage properties for the closed lost stage: https://knowledge.hubspot.com/crm-deals/set-up-and-customize-your-deal-pipelines-and-deal-stages

Only after doing this can you change the property type to multiple checkboxes.

Next, you would re-import the deals and map the exported closed lost reason column to the new checkboxes property. Make sure during import that you're importing the deals with their record ID (during the mapping step), otherwise HubSpot will create new deals as duplicates!

Keep in mind that the closed lost reasons you're reimporting into the new checkboxes property must match exactly. For example, if you have free text in the export that is not exactly a checkbox option of your new property, HubSpot will return an error. The Excel file would be a good place to clean this up.

Let me know if you have any follow-up questions!

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Closed Lost Reasons

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