We’re actively working on Process Guides — the next evolution of Playbooks. One of the biggest requests has been conditional sections: the ability to show or hide steps/questions based on a rep’s previous answers.
Example:
If a prospect says they have budget → show budget questions
If not → skip that entire section
This helps solve a common pain point with Playbooks today: long, rigid flows that reps hate to use on live calls.
Here’s what I’d love your input on:
If Process Guides included only:
Questions (with property mapping — assume it’s available to you, regardless of packaging)
Rich Text
Conditional sections
Flexible Actions (update, create, or associate HubSpot record - including custom objects)
…would that be enough for you to stop creating new Playbooks and fully run your calls through Process Guides instead?
(For this thread, please focus on the features themselves. We’ll tackle pricing & packaging separately. Right now we want to validate if the functionality would actually cover your needs.)
If yes — what excites you about that?
If no — what else would you need before you’d migrate (e.g., personalization tokens, images, other features)?
Your feedback is really valuable — it’ll help us decide whether conditional sections are the “must-have” feature to move forward with GA, or whether we need to invest more before you can make the switch.
Thanks in advance! Every bit of input helps us shape what comes next.
You can share feedback in whatever way works best for you:
Comment below (yes or no?)
Upvote if you’d like to see this move forward
Or fill out this quick form if you’d like to share more structured feedback
Hi everyone, thanks for the interest in Process Guides!
We’ve seen lots of excitement around conditional sections, so I wanted to share more context on what Process Guides are, how they work, and what we’re validating right now.
What are Process Guides?
Process Guides are a new way for admins to guide reps during live calls. Unlike static checklists, they include dynamic, scrollable sections that adapt in real time with conditional logic. Admins can:
Show or hide content based on rep inputs
Capture CRM data with property-linked questions
Add instructions with rich text
Create guides faster with AI-powered setup and autocomplete
Why does this matter?
If you’ve struggled to get reps to follow best practices or log accurate CRM data, Process Guides aim to make it easier. Reps see a clear, organized flow that adjusts to the conversation, so they can stay focused and capture the right data without extra effort.
For admins, this means:
Higher adoption because the experience is simple and useful
Cleaner data since every critical field is logged correctly
Confidence at scale knowing every rep is following the process you design
How does it work?
Admins build guides with property-linked questions, conditional sections, instructions, and flexible actions (update, create, associate records).
Reps launch guides directly from a contact, company, deal, ticket, or custom object before or during a call.
Guides adapt in real time to rep answers, showing only what is relevant.
Notes and CRM updates are captured in one place, and data is logged automatically as both:
An engagement (a call or note) for the full record of the interaction
Structured CRM data (property updates, new records, associations) that is clean and immediately actionable
We’re actively validating whether these features, especially conditional sections, are enough for admins to run calls through Process Guides, or if more is needed before considering a switch from Playbooks.
P.S. A video walkthrough is in progress to show Process Guides and conditional sections in action. Stay tuned for that demo. In the meantime, if you’d like an early preview or a behind-the-scenes look, let me know.
I’m excited to share that Process Guides officially went into private beta on Friday!
I put together a short Loom walkthrough to show you what to expect and highlight some of the new functionality. I’ve also included a quick GIF below for a sneak peek.
You can see sections, property inputs, conditional logic, and rich text at work! More details on flexible actions and the builder experience in the loom.
We ungated our first batch of customers on Friday and this afternoon. We’ll continue to ungate throughout the week, but if you’re super eager feel free to reach out via DM with your portal ID and a quick example of what you’re trying to build and I can prioritize you in the next batch.
cc: @FiestyBrit, send me your portal ID and happy to get you in the next round of ungating.
Hi everyone! I’m excited to share three improvements rolling out (or about to roll out) in the Process Guides private beta.
What’s new
1) Existing Values (auto-pull from CRM)
When you open a Process Guide, we now auto-pull the latest CRM values from the record you’re on, so you start in the right place—no redundant re-entry.
2) Notes + AI Property Suggestions
Capture notes during or after a call, and let AI suggest property updates for you.
Recommended tip: paste in a call transcript (e.g., from Gong) in the notes section and we’ll analyze it to suggest property updates for you. Like it? Just click apply!
3) Conditional Dependent Properties
You can now add conditional logic for enumeration properties inside a Process Guide (think: dependent fields). If a property is required in your CRM, it will also be required in the process guide.
The private beta is currently closed (cause of too many applicants), but if you’re eager and willing to test and give feedback within a week then I’m happy to ungate you. We’re looking for folks that will be active participants in beta testing with us. If that’s you, then send me a DM or reach out via your Customer Success Manager or Support rep and we can get you added.
This sounds amazing. We were starting to get into Playbooks, but quickly discovered the lack of conditional logic would make the playbook unwieldy and not useful for whom we intended it for. I’ve requested access to the Beta for the Process Guide. This will be much more helpful than Playbooks, especially as we begin to onboard our Service team.
We’d love to actually roll this out company wide but there are several blocking bugs. When new versions are published, the previously (still correctly) mapped properties are not pulled in if the guide is reopened. That, and even before changes, some of the properties are not displayed again properly when reopening the guide which forces the team to resubmit properties already submitted which takes time and leads to data misalignment. I’ve written the product team about updates on process guides about a month ago but not heard back yet. Hoping they didn’t scrap this idea or we’d need to move to an external tool.
To everyone that’s followed along with the Process Guides beta, we’ve made the difficult decision to close the beta. We’ll be retiring the beta on January 30th. Given that, we won’t be adding new users to the beta. It’s been a pleasure exploring this idea together with all of our beta testers.
Now this is being closed, is there a roadmap for alternative development of the “next evolution of playbooks”?
We have several fairly complex, multi-step procedures that we need people to follow and we were hoping to leverage some of the process guides-like functionality to enhance compliance and data quality -- for example, on closing a deal, we need to make updates in multiple places across various records. Having some sort of in-app guidance/help custom to our workflow would make a material difference.
This would’ve been SUCH a gamechanger for all HubSpot users. Piggybacking on Phil’s comment above, are there any plans for an alternative or some sort of big updates with playbooks?
In our sales process, we leveraged playbooks that display conditionally depending on what Deal Stage a rep is in. The problem is that our sales process has 5 open stages, so we had to use up all of our playbooks in order to do this. In the future, we won’t be able to add any more playbooks if we decide to add a new stage, or for any future sales processes like upsells and renewals. As far as I know, you can’t purchase additional playbooks without upgrading to Enterprise Sales Hub, which is just out of the question for our company.
Now that this beta is closing, are there any other options on the roadmap at least for conditionally visible rich text?
Bring them back! Or at least enhance playbooks! At a bare min, playbooks should be at least as flexible as forms. You should be able to create a playbook that works like an internal form, creating conditional fields (based on more than one property) and map fields to multiple objects. For example, a process guide for inbound sales calls that allows you to create a contact, company, and lead all together!
I missed the December update - and am so bummed to see this go! Our teams use playbooks religiously - and we were so looking forward to conditional logic sections, being able to add-to or re-fill out answers previously collected.
Agree with above - any playbook enhancements coming out now that process guides is done?
Hi all, thanks for continuing to share the feedback. This is really helpful for if/when we pick up the project again.
There was a ton of interest in Process Guides & conditional sections from customers in the beta, but it didn’t translate into actual usage of the feature. I don’t have any updates I can share right now, but there are conversations still happening so do keep sharing the feedback here and in other Playbooks community forum channels. We look at this feedback when we’re gearing up for a new project / investigation, so it’s really helpful for informing a future interation.
Thanks @WinnieHien - I just want to point out, you mentioned:
“There was a ton of interest in Process Guides & conditional sections from customers in the beta, but it didn’t translate into actual usage of the feature.”
From our company side, that was simply because some of the features/aspects we needed to fully use it weren’t fully working or fleshed out yet. We were sad to see it go after investing so much time to get it up and running, and would have used it daily if that last step to make it fully usable was completed. Good luck!
@WinnieHienThanks for the updates. Our company just started diving into Playbooks last week, and the veryfirst thing I looked for was the ability to set proper conditional logic for each step within the Playbook itself. I’m very sad to see this go for now, as it is the only way we can use Playbooks in any meaningful way. Playbooks as it stands feels unfinished, and I think this project was a crucial step into making it what we expected it to be. For context, we are a small company at the very beginning of heavily scaling up our sales process, and still the playbooks we need will be entirely overwhelming for our reps given the current state of the feature.
I hope this makes it back into the planning phase.
I agree! This is a huge loss. Our organization is in the midst of assessing our infrastructure as we plan for scale. The vision for process guides is exactly the sort of solution we needed to fix our most critical usability issues. Knowing this was coming would have been a great mark in the column of “keep HubSpot.” With it not being pursued, remaining in the HubSpot infrastructure is a lot more complicated for us. At the very least, I would love to see playbooks adapted to allow for conditional logic.
Hello,
I sadly just heard about the beta but would be super interested in such a feature or even just the possibility to add rich text to objects to guide users without going all the way to a playbook.
Here’s what I’d love your input on:
Every bit of input helps us shape what comes next.
