How to notify the contact owner's team manager via workflow

Smart CRM & Sales Hub CRM
1

Hey,

I want to notify the contact onwer’s team manager if the lead status has not been changed after a delay (say 1-2 days). I couldn’t find a way to select the contact owner’s manager while creating this rule.

Please help

2

Hi @Vasudevan,

HubSpot doesn’t know who the manager of a contact owner is unless you make that information available in some way. That’s why it’s not a default option in workflows.

Here are the two options that I can think of. For my examples below, let’s assume that you have contact owners 1, 2, 3, 4 reporting to manager A and owners 5, 6, 7, 8 to manager B.

Create an additional HubSpot user property. Just like any other custom property, you can also create user properties, like contact owner. (Just search for the type “HubSpot user” when you create a custom property.) Once this property is created, each contact would have their regular contact owner field and an additional owner field, e.g. “Manager of contact owner”. You can bulk assign the manager to contacts by creating a list (or filtered view) of all contacts owned by owners 1, 2, 3, 4 and and assign manager A to them, then owners 5, 6, 7, 8 and assign manager B to them and so on. Once each contact has both a contact owner and a manager assigned to them, you can select the manager in workflows for email notifications.

Create workflows for each manager. Instead of creating just one notification workflow, you’d create one for each manager. The enrollment trigger for the first workflow would have all your regular criteria AND contact owner is any of 1, 2, 3 or 4. All emails in this workflow would then be sent to manager A. Your next workflow would only enroll contacts owned by 5, 6, 7, 8 and send emails to manager B.

Hope this helps!

3

Thanks Karsten. I did create that new custom property, but I don’t see the same when I try to create a task. The use case is when a contact owner did not take an action, a follow-up task to be added to both the owner and the respective manager. The challenge multiplies as the contact is being allocated to a set of contact owners on rotation basis.

Any suggestions?

4

Hi @Vasudevan,

Just to confirm, your property (in my example “Custom contact owner”) looks like this in Settings > Properties…

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… but in a workflow, you do not see the option to select the property (again, in my example “Custom contact owner”)?

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Best regards!

5

Yes. Absolutely!

6

Hi @Vasudevan,

If you’re not seeing the options above, I’d recommend reaching out to HubSpot support. With a Professional subscription, that’s included for you. They can have a look and investigate why you do not have access to these options.

Best regards!