Process Guides: Conditional Sections as a Replacement for Playbooks

[WinnieHien]

Hi everyone 👋

We’re actively working on Process Guides — the next evolution of Playbooks. One of the biggest requests has been conditional sections: the ability to show or hide steps/questions based on a rep’s previous answers.

Example:

• If a prospect says they have budget → show budget questions

• If not → skip that entire section

This helps solve a common pain point with Playbooks today: long, rigid flows that reps hate to use on live calls.

👉 Here’s what I’d love your input on:

If Process Guides included only:

• Questions (with property mapping — assume it's available to you, regardless of packaging) 

• Rich Text

• Conditional sections

• Flexible Actions (update, create, or associate HubSpot record - including custom objects)

…would that be enough for you to stop creating new Playbooks and fully run your calls through Process Guides instead?

(For this thread, please focus on the features themselves. We’ll tackle pricing & packaging separately. Right now we want to validate if the functionality would actually cover your needs.)

If yes — what excites you about that?
If no — what else would you need before you’d migrate (e.g., personalization tokens, images, other features)?

Your feedback is really valuable — it’ll help us decide whether conditional sections are the “must-have” feature to move forward with GA, or whether we need to invest more before you can make the switch.

Thanks in advance! 🙏  Every bit of input helps us shape what comes next.

👉 You can share feedback in whatever way works best for you:

• Comment below (yes or no?)

• Upvote if you’d like to see this move forward

• Or fill out this quick form if you’d like to share more structured feedback

[WinnieHien]

Hi everyone! 👋 I’m excited to share three improvements rolling out (or about to roll out) in the Process Guides private beta. 

What’s new

1) Existing Values (auto-pull from CRM)

When you open a Process Guide, we now auto-pull the latest CRM values from the record you’re on, so you start in the right place—no redundant re-entry.

2) Notes + AI Property Suggestions

Capture notes during or after a call, and let AI suggest property updates for you.
Recommended tip: paste in a call transcript (e.g., from Gong) in the notes section and we’ll analyze it to suggest property updates for you. Like it? Just click apply! 

3) Conditional Dependent Properties

You can now add conditional logic for enumeration properties inside a Process Guide (think: dependent fields). If a property is required in your CRM, it will also be required in the process guide. 

The private beta is currently closed (cause of too many applicants), but if you're eager and willing to test and give feedback within a week then I'm happy to ungate you. We're looking for folks that will be active participants in beta testing with us. If that's you, then send me a DM or reach out via your Customer Success Manager or Support rep and we can get you added. 

-Winnie 

[WinnieHien]

Hi everyone,

I’m excited to share that Process Guides officially went into private beta on Friday! 🎉

I put together a short Loom walkthrough to show you what to expect and highlight some of the new functionality. I’ve also included a quick GIF below for a sneak peek.

👉 Watch the full Loom here

👉Sneak peek gif here: 

 

You can see sections, property inputs, conditional logic, and rich text at work! More details on flexible actions and the builder experience in the loom. 😃 

We ungated our first batch of customers on Friday and this afternoon. We'll continue to ungate throughout the week, but if you're super eager feel free to reach out via DM with your portal ID and a quick example of what you're trying to build and I can prioritize you in the next batch. 

cc: @FiestyBrit, send me your portal ID and happy to get you in the next round of ungating. 

Best, 

Winnie  

[WinnieHien]

Hi everyone, thanks for the interest in Process Guides!

We’ve seen lots of excitement around conditional sections, so I wanted to share more context on what Process Guides are, how they work, and what we’re validating right now.

What are Process Guides?

Process Guides are a new way for admins to guide reps during live calls. Unlike static checklists, they include dynamic, scrollable sections that adapt in real time with conditional logic. Admins can:

• Show or hide content based on rep inputs

• Capture CRM data with property-linked questions

• Add instructions with rich text

• Create guides faster with AI-powered setup and autocomplete

Why does this matter? 

If you’ve struggled to get reps to follow best practices or log accurate CRM data, Process Guides aim to make it easier. Reps see a clear, organized flow that adjusts to the conversation, so they can stay focused and capture the right data without extra effort.

For admins, this means:

• Higher adoption because the experience is simple and useful

• Cleaner data since every critical field is logged correctly

• Confidence at scale knowing every rep is following the process you design

How does it work? 

• Admins build guides with property-linked questions, conditional sections, instructions, and flexible actions (update, create, associate records).

• Reps launch guides directly from a contact, company, deal, ticket, or custom object before or during a call.

• Guides adapt in real time to rep answers, showing only what is relevant.

• Notes and CRM updates are captured in one place, and data is logged automatically as both:

  • An engagement (a call or note) for the full record of the interaction

  • Structured CRM data (property updates, new records, associations) that is clean and immediately actionable

We’re actively validating whether these features, especially conditional sections, are enough for admins to run calls through Process Guides, or if more is needed before considering a switch from Playbooks.

P.S. A video walkthrough is in progress to show Process Guides and conditional sections in action. Stay tuned for that demo. In the meantime, if you’d like an early preview or a behind-the-scenes look, let me know.

[SlimBob]

In short, my answer is yes.

I want to highlight that there are use cases far beyond prospects for this functionality.

This can be used for SOPs of just about any variety that has relevant context within the HubSpot ecosystem.

Onboarding, offboarding, sales, support, QBRs, ABRs, GTM, etc.

[WinnieHien]

Hi everyone, thanks for the interest in Process Guides!

We’ve seen lots of excitement around conditional sections, so I wanted to share more context on what Process Guides are, how they work, and what we’re validating right now.

What are Process Guides?

Process Guides are a new way for admins to guide reps during live calls. Unlike static checklists, they include dynamic, scrollable sections that adapt in real time with conditional logic. Admins can:

• Show or hide content based on rep inputs

• Capture CRM data with property-linked questions

• Add instructions with rich text

• Create guides faster with AI-powered setup and autocomplete

Why does this matter? 

If you’ve struggled to get reps to follow best practices or log accurate CRM data, Process Guides aim to make it easier. Reps see a clear, organized flow that adjusts to the conversation, so they can stay focused and capture the right data without extra effort.

For admins, this means:

• Higher adoption because the experience is simple and useful

• Cleaner data since every critical field is logged correctly

• Confidence at scale knowing every rep is following the process you design

How does it work? 

• Admins build guides with property-linked questions, conditional sections, instructions, and flexible actions (update, create, associate records).

• Reps launch guides directly from a contact, company, deal, ticket, or custom object before or during a call.

• Guides adapt in real time to rep answers, showing only what is relevant.

• Notes and CRM updates are captured in one place, and data is logged automatically as both:

  • An engagement (a call or note) for the full record of the interaction

  • Structured CRM data (property updates, new records, associations) that is clean and immediately actionable

We’re actively validating whether these features, especially conditional sections, are enough for admins to run calls through Process Guides, or if more is needed before considering a switch from Playbooks.

P.S. A video walkthrough is in progress to show Process Guides and conditional sections in action. Stay tuned for that demo. In the meantime, if you’d like an early preview or a behind-the-scenes look, let me know.

[FiestyBrit]

100% yes, please also include us in any beta/alpha testing please @WinnieHien 

[WinnieHien]

Hi everyone,

I’m excited to share that Process Guides officially went into private beta on Friday! 🎉

I put together a short Loom walkthrough to show you what to expect and highlight some of the new functionality. I’ve also included a quick GIF below for a sneak peek.

👉 Watch the full Loom here

👉Sneak peek gif here: 

 

You can see sections, property inputs, conditional logic, and rich text at work! More details on flexible actions and the builder experience in the loom. 😃 

We ungated our first batch of customers on Friday and this afternoon. We'll continue to ungate throughout the week, but if you're super eager feel free to reach out via DM with your portal ID and a quick example of what you're trying to build and I can prioritize you in the next batch. 

cc: @FiestyBrit, send me your portal ID and happy to get you in the next round of ungating. 

Best, 

Winnie  

[WinnieHien]

Hi everyone! 👋 I’m excited to share three improvements rolling out (or about to roll out) in the Process Guides private beta. 

What’s new

1) Existing Values (auto-pull from CRM)

When you open a Process Guide, we now auto-pull the latest CRM values from the record you’re on, so you start in the right place—no redundant re-entry.

2) Notes + AI Property Suggestions

Capture notes during or after a call, and let AI suggest property updates for you.
Recommended tip: paste in a call transcript (e.g., from Gong) in the notes section and we’ll analyze it to suggest property updates for you. Like it? Just click apply! 

3) Conditional Dependent Properties

You can now add conditional logic for enumeration properties inside a Process Guide (think: dependent fields). If a property is required in your CRM, it will also be required in the process guide. 

The private beta is currently closed (cause of too many applicants), but if you're eager and willing to test and give feedback within a week then I'm happy to ungate you. We're looking for folks that will be active participants in beta testing with us. If that's you, then send me a DM or reach out via your Customer Success Manager or Support rep and we can get you added. 

-Winnie 

[MickeyP]

This sounds amazing. We were starting to get into Playbooks, but quickly discovered the lack of conditional logic would make the playbook unwieldy and not useful for whom we intended it for. I've requested access to the Beta for the Process Guide. This will be much more helpful than Playbooks, especially as we begin to onboard our Service team.