We have a major problem - When a customer submits a form, a new contact is created in the ‘contacts’ panel, and its ‘create date’ is set to today’s date. My sales team calls him immediately.
A few weeks later, the customer browses the website and submits a form again. The problem is - the contacts’s ‘create date’ does NOT update and he is left at the bottom of the table. My sales team is unaware of this submission! We miss so many returning leads this way, every day.
What can we do?
(I know the ‘Recent Conversion Date’ field is updated but it does not exist for some of the leads and sorting the table by this field is not working as expected)
The ‘Create Date’ will never change as it’s the date the contact was first entered into your system. Subsequent form submissions do not create the same contact over again.
I’m not sure where the ‘Recent Creation Date’ field that you’ve mentioned comes from as it’s not a standard HubSpot field.
The filter that I would suggest using would be the ‘Recent Conversion Date’ and setting it to Is Known (or if there’s a specific time frame you wish to look at).
Curious as to why that field wouldn’t update as intended, I’ve never come across an Unknown value in that field before…Have you tried contacting HubSpot Support to see why it would come up as Unknown?
Depending on the size of your sales team, the only other thing I could think of would be to set up internal email notifications to go to your sales team. If the contact is already in the system and has been assigned a HubSpot Owner (Sales team member), you could set up a Workflow where the trigger is ‘Contact filled out form on any page’ AND Contact property ‘HubSpot owner is any of [Name]’. The action would then be to send an internal email, which you will have to create.