Dynamic Form Notification Emails

[IGardner]

It would be useful for a form's submission notifications to be sent to different emails based on form logic.

Use case: We have a contact form that goes directly to our sales email. However, we get a lot of order questions that should be going to our customer service team.

Ideally, we could create a form with a dropdown of what their inquiry is about, and upon submission logic would determine which DL to send to based on the dropdown value selected.

[Josh · Accepted solution]

Hi @IGardner,

You could do this with a workflow. When a form is submitted, it will update a contact property. Based on that property update your action can change. 

In the above, the form is asking industry and when the contact property is updated it will enroll. By choosing to allow re-enrollment, it will go through this workflow each time the form submitted when the property is updated. I would suggest clearing that property after it completes the entire workflow so they re-enroll even if they are asking about the same thing multiple times. You can apply if then branches to the workflow if you are looking to distribute differently between the responses. In your case your enrollment criteria might be New Sales and Orders and then an if/then branch separating each of those.

Your notification to the rep isn't the default form submission notification as I think you had originally hoped, but you can create a custom email that goes to your internal reps with all of the relevant information that would be included in the default notification. 

While it's not exactly what you hoped, this definitely works and something we have implemented on a number of occasions. 

Hope this helps!

Josh

[CSteinbach]

I can see how that functionality might seem useful within forms, but I think this kind of logic is better suited for workflows—especially since workflows are designed to handle more complex routing and logic.

With workflows, you can branch based on form field responses, the page where the form was submitted, and more. Then you have flexibility with the action—whether that’s sending a HubSpot notification, an internal email alert, or even creating a task. It takes a little setup, but it’s definitely the more powerful and scalable way to handle conditional logic like this.

[ChrisChin_LLF · Accepted solution]

@Josh has the easiest to use most common solution, but if you're feeling spicy and have someone who knows some javascript, you can send the standard notifications using the global listener and trigger it based on an input value for the "what their inquiry" field is about. 

Example of that is done here:

https://community.hubspot.com/t5/CMS-Development/Setting-form-field-values-with-javascript/m-p/76217...

This can be done to set the contact owner on a hidden field, then you can get standard notifications by selecting "send notifications to contact owner"

Cheers!

Chris Chin

Local Leaf Marketing

Book a call with Chris

[Josh · Accepted solution]

Hi @IGardner,

You could do this with a workflow. When a form is submitted, it will update a contact property. Based on that property update your action can change. 

In the above, the form is asking industry and when the contact property is updated it will enroll. By choosing to allow re-enrollment, it will go through this workflow each time the form submitted when the property is updated. I would suggest clearing that property after it completes the entire workflow so they re-enroll even if they are asking about the same thing multiple times. You can apply if then branches to the workflow if you are looking to distribute differently between the responses. In your case your enrollment criteria might be New Sales and Orders and then an if/then branch separating each of those.

Your notification to the rep isn't the default form submission notification as I think you had originally hoped, but you can create a custom email that goes to your internal reps with all of the relevant information that would be included in the default notification. 

While it's not exactly what you hoped, this definitely works and something we have implemented on a number of occasions. 

Hope this helps!

Josh

[IGardner]

Thank you for your response! The main reason for my suggestion is that currently we only have marketing in Hubspot and don't have the bandwidth to move customer service and sales teams over at this point.

This doesn't seem (from my look) like it can send externally except for sending an email to the contact whose property was changed. Is my understanding correct?

[ChrisChin_LLF]

You can still manage it that way, you'll want to create the sales/customer service teams as contacts in your Hubspot, then you should be able to send them marketing emails via worfklow still based on fields from the initial contacts that are enrolled into the workflows.

Heads up that in my experience in the past, this will no longer look like a notification email, which can tend to confuse sales/customer service teams, so would recommend that you ensure they know exactly what subject lines to look for etc.