Contact Unworked true contacts getting reassigned automatically

[AAdmin7]

I noticed that there are some contacts getting reassigned to a different salesperson when the contact unworked? property is set to True.

Both these actiones being done automatically by HubSpot.

1. We do not want to check this Contact unworked? property true or not. So is there a way to disable this ?

2. What's the criteria on re-assigning a new salesperson to the contact? is this taken from a Team? is this done by a workflow? Can we turn this off?

We do not want original owner of the contact to be changed at any occation. 

[franksteiner79]

Hi @AAdmin7 

Personally I am not aware of a setting in HubSpot that does that automatically.

So my first question is - do you have an example of a contact where that happened and can you share a screenshot of the property history of the contact owner property - you can see this by hovering over the property and clicking the "details" button that appears. That will tell us what has caused the change in ownership. 

My best guess is that is done by a workflow, but just want to make sure before suggesting next steps.

Frank

[AAdmin7]

Hi Frank,

Yes, I noticed this by checking the property history. But the thing is we have not used this property in any of our workflows. But it says it was changed by an integration flow. 

[franksteiner79]

Hi @AAdmin7 

So the "contact unworked" property is automatically set by HubSpot, see this explanation. The only thing that does is set the property to "TRUE" if certain criterias are met.

The assignment of an owner is happening due to your "Dynamo-Sync" integration, so you would need to look at the integration and the settings of that integration to find out what it is doing. Personally I am not familiar with it, in fact I have not heard about it until just now - but it is hyperlinked so should take you to the integration settings.

I would also stress that there is a chance that HubSpot's "contact unworked" and the change in contact owner might even be unrelated, and just seem to happen in quick sucession.

Finally, instead of showing the full property history, can you look at just the history of the contact owner property, as per below example of deal owner (the approach is the same)

Thanks

Frank

[AAdmin7]

Hi Frank,

Here's the contact owner change.

I'm not sure why it was assigned to this other person, those 2 are in the same team and that's why I suspected that's automatically happened as this Integration workflow has nothing to do with the user assignments if it's not changed from the other system. I already checked and it was not triggered from our system. But this workflow was triggered somehow. 

[franksteiner79 · Accepted solution]

Thanks for the additional context @AAdmin7! Let me be very clear, so we are talking about the same thing - no change on the contact owner occured due to a HubSpot workflow!

The change occured due to the integration called Dynamo-Sync, that means the settings of this integration in combination with changes in a 3rd party system (most likely DynamoDB) has cause these changes.

What this means is the following:

1. The integration settings of the Dynamo-Sync are set to sync contact owner from another system to HubSpot.
2. A change in another system has happened, which due to the integration settings changed the contact owner, in your example something happened on 9/9/2024 that caused the integration to trigger. That change must have happened in your other system (DynamoDB or whatever it is you are integrating).

Frank

[AAdmin7]

Yes, I was talking about this integration workflow was triggered for some reason. I checked the logs in our system and the owner was not changed at that time on 9th (or ever changed after the creation of the contact)

But I just wanted to make sure what the contact unworked? field does and if it has any impact on things. Thanks for clarifying above.

[Lucila-Andimol]

Hi @AAdmin7 

for what Frank is telling you and what I can see in your screenshots

the owner is being changed by your integration Dynamo-Sync.

Why? You should check the triggers in the integration.

If you want the sync to respect the owner in HubSpot, you should set the property mapping to Always prefer HubSpot for that property (Contact Owner).

If not, the sync between both apps is going to update whenever someone changes the owner in your other system and it will update the owner in HubSpot.

This is not an standard automation in HubSpot, just the result of a 2 apps sync.

You can share a screenshot of your property mapping between both apps

and we can help you identify what to change so that HubSpot's owner is respected.

Hope this helps