HubSpot Ideas

LButterfield

Conditional logic on Playbooks

It would be really good to have conditional logic on Playbooks, where if on question one the rep selects option A it displays question 2, if they select option B it jumps to question 3 etc.

We have a wide variety of enquiries coming into Customer Service and Playbooks could be really beneficial to them, but at the moment I would either have to create multiple playbooks or have questions in there that are irrelevant for certain enquiries.

This could also be useful to sales reps as well, particularly if there are product-dependent questions they need to ask.

6 Replies
ADielman
Member

Could be integrated with my idea of multi-page/multi-step playbooks here: https://community.hubspot.com/t5/HubSpot-Ideas/Multi-step-playbooks/idi-p/1047906

LButterfield
Contributor

@ADielman good idea, I think the two ideas sit nicely side by side. 

AMartiny
Member

Agreed, we have questions in our playbook about how a person heard about us, often the property is already filled in so the question could be skipped.
Would we cool to show/hide content based on property values.

CPSCB
Contributor

@LButterfield This looks like it matches the Idea submitted for Field Dependencies in Playbooks. 

 

WinnieHien
HubSpot Product Team

Hi, I'm Winnie the Playbooks PM. We just went into Private Beta with Conditional Properties in Playbooks this week. It allows for dependent fields or conditional property options in Playbooks. 

 

The rollout is for property based conditional logic. It does not include section based conditional logic nor if/then branching.  

 

If conditional sections or if/then logic branching is what you're looking for, I'd love to learn more! That isn't possible in current Playbooks given the way it was built so my team is actively exploring a new feature we're calling Process Guides for enforcing process in HubSpot. A big part of this feature will be conditional sections / steps and multi-step flows.   

 

We're gathering input from customers on what the top processes they care about are. Check out the loom linked in this survey to see a demo of an early proof of concept and and help us out by filling out the survey by Dec 15th, 2024!

 

The survey is open to any HubSpot customer or prospect. This data will help us decide if we're can move ahead with this project, so please help us out by filling out the survey! 

 

-Winnie, PM of Playbooks and Process Guides

LEdgell
Participant

We are also looking at this function, it would make the books much more organised being able to follow an if/then branching system instead of showing all the properties/questions required. It goes well with a post I made a while back on creating conditional properties and once completed they remain in place instead of dissapearing to the background. https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/Dependent-Properties-Remain-on-the-Objec... 

 

It would help with classifying customers immensley.