Notification of form submissions

[ArtyCele]

Hello there!

Hope you are all well!

I have a question that has been bugging me for a while, imagine this scenario:

one of our Account Executive owns a company on hubspot, a person from the company owned by the Account Exec submits a form on the website. you would assume they would get a notification that one of the contacts of the companies they own submitted a form.

Although our account executive is only notified the second time this form is submitted, does anyone happen to know why?

Thanks a bunch

[HubsGrowth]

@ArtyCele Hope you're doing well.

My team and I have been encountering the same issues with managing HS forms, especially concerning notifications. Consequently, I'm considering building an app/add-on that consolidates all vital information in one place.

This would enable everyone to see which emails are used and whether contacts are created, among other details.

I'd appreciate your insights and any proof of the need for such a solution.

Best regards,

[ArtyCele]

Hi Ivan,

Thanks for your message.

I don't think that would solve our solution, because if the logic works off of Hubspot we'd still have the same issue, as that is why the owner got notified only on the second form submission.

We have managed to do a workaround by just creating an automation on the Form and sending the various notifications through there.

Personally we do not have much content or forms that this would be needed - so this isn't really a big issue for a few forms.

I can imagine being a pain when you have hundreds of forms and perhaps changing people notified on these.

But currently at the moment we can't see a use case to spend extra on just this feature.

Hope this helps! 

Best,

Artyom

[Ben_M]

Hard to say without seeing your setup more in depth, but I would suspect at the time of submission that they were not able to be tied to the Account. Thus, the notification went out before your process to assign the Contact to the Account and it wouldn't go to the right person. You could disable the default form notifications and setup a custom workflow to get around this to ensure that the Contact has a chance to be assigned to the Account and the owner field has a chance to populate with the correct data before sending out the internal notification.

[ArtyCele]

Hi Ben! thanks for the prompt reply!

That is exactly what i also thought had happened. Although I would have assumed that hubspot's logic would first check if a company exists and if it does, notify the owner. 

I'm guessing this isn't the case?

[Ben_M · Accepted solution]

It is checking if a company exists, but all of this is happening asynchronously. So when the lead is created, the default owner is assigned as a fallback. So your notification could go out based on that. However, as the system matches things up, then it would eventually send to the right person, but because there is nothing preventing the initial action they can continue. This is a disadvantage of the built-in notifications executing in this manner and why workflows are needed as you scale out and have these types of requirements to ensure a smooth CX journey.

[ArtyCele]

Understood! Will create the workflows for the notification of these!

Thanks for the clarification!