Close win only OPEN deals automatically from a contact-based workflow with behavioral events trigger

[toricook]

Hi everyone,

I work for a SaaS company that sells to accounts.

I'm in a contact-based workflow that is triggered from a behavioral event "Customer Upgraded Account" which indicates to us that a user has moved from their free trial account to a paid account.

I want to automatically close-win only my OPEN deal associated with this contact. But I do not want to close any other associated deals to the contact that are closed.

I have an if/then branch to check if the contact has an associated deal in one of our "Open" stages as shown below. I then have an action step to change the deal stage of associated deals to Close/Won (as shown below). My question is: will this action only affect the contact's OPEN associated deals? Or will it affect ALL associated deals regardless of stage.

Example: Let's say a contact has a Closed-Lost deal from last year and now has an open deal in "Trial" deal stage for this sales year. I want to only automatically close-win the trial deal NOT the closed/lost deal's stage. It does not seem like the workflow below will solve for this issue, correct? Is there another way?

Ideally, I could trigger deal-based workflows from behavioral events... but this is not possible. Would be open to any possible solutions/work-arounds people have. Thanks!

[karstenkoehler · Accepted solution]

Hi @toricook,

If you're working in a contact-based workflow and you select the action "Set deal property", then HubSpot will update all associated deals, regardless of previous branches, criteria or filters.

For only one deal to be updated, you need to create a deal-based workflow. In deal-based workflows, you can make sure to only enroll deals which are currently in one of your open stages.

The missing piece in your deal-based workflow would be the behavioral event – they can't be accessed in deal-based workflows. An easy fix would be a contact-based workflow that makes the information from the behavioral event available in a custom contact property of the same name, Customer upgraded account. (You would have to create that, it could be radio select with two values, "Has completed" and "Has not completed".) You can then reference the contact property in your deal-based workflow.

Contact-based workflow

Enrollment: Contact has completed behavioral event Customer upgraded account

Action: Set property value of Customer upgraded account to "Has completed"

Deal-based workflow

Enrollment: Deal stage is any of [open deal stages] AND At least one associated contact has Customer upgraded account is any of "Has completed"

Action: Set deal property Deal pipeline and stage to "Closed Won (Sales Pipeline")

If the Customer upgraded account event is something that can repeat, you'd have to account for (by clearing the custom property after some delay, allowing re-enrollment etc.).

Hope this helps!

[toricook]

Thanks! That certainly seems like the best solution. Of course, it would be even cleaner if HubSpot allowed behavioral events to be used as triggers in company and deal workflows! I'd prefer not to have to create additional fields for every event we want to track/use as triggers for these types of workflows.