Workflow trigger based on recipient?

Service Hub Tickets & Conversations
1

We handle inquiries from two distinct customer groups, each with their own designated support email address. For the sake of streamlined operations, we prefer to avoid utilizing separate inboxes and pipelines. Can HubSpot workflows be initiated based on the recipient email address rather than the contact email address? For example, if a contact emails Company A’s support address, trigger workflow A; if they email Company B’s support address, trigger workflow B. I’ve explored the contact- and conversation-based trigger filters but none of them seemed right.

2

Hey @anjeho, thank you for posting here!

If the emails are being created in our conversation inbox you can create a workflow that is based in “inbox x” or “inbox y” and you can use workflow branches (more information here). Something based on matching filter criteria (If/then): manually configure multiple branches based on properties, activities, and more depending on the workflow type. You can configure this type of branch using AND and OR criteria to further filter enrolled records. Example uses include:

  • Branching enrolled contacts that have filled out a form.
  • Branching enrolled companies that are based in Boston AND have greater than three open deals.

I want to invite our top experts to this conversation @Jnix284, @franksteiner79 , @LaurenRyan any recommendation to @anjeho workflow?

Thank you,

Pam

3

Happy to help @PamCotton

Hi @anjeho,There aren’t filter criteria based on email recipient that can trigger workflows, what actions do you want to trigger when the emails are received?

You mentioned not wanting separate inboxes or pipelines, it would help to have a little more context to see if there’s another solution that will work.

4

Hi, was there any update on this?
We have aliases assigned to email addresses, example the inbox connected to hubspot is contact@ which is the main address. But we have various aliases for this address, eg privacy@, sales@ etc. is there a way to keep these aliases but have a workflow filter out privacy@ & create a ticket in a different pipeline from the inbox connected to contact@

5

@CMarritt there isn’t an option to filter these aliases out if you have them all routing through the singular contact@ email.

The best option would be to create separate emails instead of aliases that you could connect as individual channels so you can configure the inbox/workflows the way you want it to be.