Adding a Second Contact Owner With Automations

[NBolchoz]

Using this community, I've been able to solve the first part of my problem. Thank you! Now, I'm looking for answers to help solve the second half. 

Our current process has a user submit an inquiry form (a Gravity Form), that then fires off an automation in Hubspot creating a new contact (amongst other things). Through the automation, that contact is then assigned to a specific contact owner (based on the business that they inquired through). 

It is not uncommon for customers to submit multiple inquiry forms through several of our businesses that (should) direct to different users in our account. A new form submission overrides the contact owner each time, and only to the most recent inquiry/contact owner. 

Here's my ask: For the form submission following the intial inquiry, I need our automation to fire in a way that leaves the initial contact owner alone, and adds to our new, customer property titled "Owner #2." I've created (but not turned "on") a new automation based on our original, updated some of the assignments to "Owner #2" but can't find any way to update the Automation Trigger appropriatley. Am I missing something? Maybe there is something I need to solve for on our GravityForm/Website backend? Is it possible I've done evrything correctly and it'll work if I just flip it on? 

Thank you for your thoughts! 

(adding some screenshots for reference)

[karstenkoehler · Accepted solution]

Hi @NBolchoz,

If you have one automation that enrolls records based on the form submission and an unknown owner, and a second automation based on form submissions and a known owner, then they're mutually exclusive, shouldn't interfere with each other and you could set these love to test.

If the contact owner is assigned after the first form submission, keep in mind that both workflows might fire at the same time. To avoid this, add a delay if 2 or 3 minutes at the beginning of your second workflow and set up unenrollment based on the contact owner being known.

One last thing, your workflow will only work if that second owner is already specified before enrolment - but it sounds like you have that part taken care of.

Best regards!

[RubenBurdin · Accepted solution]

I think you need to look at this from a different angle. Instead of working with contacts and contact owners, create a ticket from each form submission in a ticket pipeline. This will allow you to assign different owners for each of the two tickets, while also allowing you to have the same contact associated with both tickets.

HubSpot doesn't have historical properties, so any new form submission will overwrite the existing contact owner, as you correctly observed; thus, using a different data object will help you manage this correctly.

Using tickets will also allow you to build reports for these requests. You can also categorize the type of these requests with the help of the ticket Category property. You can also add additional data points (custom properties) to tickets to capture additional information through your forms.

Let me know if you need additional support with this.

[karstenkoehler · Accepted solution]

Hi @NBolchoz,

If you have one automation that enrolls records based on the form submission and an unknown owner, and a second automation based on form submissions and a known owner, then they're mutually exclusive, shouldn't interfere with each other and you could set these love to test.

If the contact owner is assigned after the first form submission, keep in mind that both workflows might fire at the same time. To avoid this, add a delay if 2 or 3 minutes at the beginning of your second workflow and set up unenrollment based on the contact owner being known.

One last thing, your workflow will only work if that second owner is already specified before enrolment - but it sounds like you have that part taken care of.

Best regards!