Hi-We are going to integrate Hubspot with our new Salesforce.com CRM. I have been a SFDC admin for years and have always managed the SFDC lead assignment rules as leads come in from webforms etc. I’m now also reading that Hubspot has it’s OWN lead assignment rules.
My question is, which application takes precedence? If a lead comes from HS, doesn’t it hit the SFDC lead assignment rules first? These rules are based on territory and company size.
Hubspot is set up to assign leads without enough information to route by territory in a round robin fashion. I don’t want leads to hit the lead assignment rules and get assigned to the admin because the lead doesn’t fit any of the rules.
Does anyone have any advice here? Or help to understand how these rules should be managed?
As far as the connector is concerned, Salesforce lead assignment rules would only fire from the HubSpot connector if HubSpot is creating a brand-new lead in your Salesforce org. [While it’s possible to configure lead assignment rule criteria to only fire on update in Salesforce, this is not a configurable option with HubSpot’s connector - assignment rules are only available when the connector creates records.]
Regardless of who you assign in HubSpot, if the connector creates that brand-new lead in Salesforce, those lead assignment rules take precedence. (If it’s syncing a HubSpot contact to Salesforce the first time, but finds an existing lead or contact match on email, it’ll simply sync to that existing record instead.)
HubSpot round-robin assignments can work, if that record is going to be worked exclusively by personnel using HubSpot Sales. Otherwise, the owner on the HubSpot contact will match whoever owns the record in Salesforce.
Having two separate personnel manage one contact record in HubSpot, and the same synced lead/contact in Salesforce, is not recommended.
Can you in confirm that any new Salesforce Lead created by HubSpot will run through the lead assignment rules? That defintely does not match my experience, captured as Test 2 below.
Setup: We have all HubSpot Contacts assigned to a default marketing owner who is also a Salesforce user. When a new HubSpot Contact reaches a score threshold, a new Lead is created in Salesforce. Lead assignment rules in Salesforce are set to assign a sales owner based on State/Province.
Test 1: The default marketing owner creates a Salesforce Lead directly within Salesforce, including name, email, company and state. Lead assignment rules run upon save and the appropriate sales team owner becomes the Lead owner. This is confirmed in Salesforce by tracking field history of the Lead owner showing it was changed by assignment.
Test 2: Create HubSpot Contact with new email address, name, company, state and assign the HubSpot Owner as our default marketing team member. Ensure the new HubSpot Contact is on the inclusion list to sync with Salesforce. When the Lead is created in Salesforce, the lead assignment rules do not run and the HubSpot Owner remains the Lead owner. The field history does not show any change in owner. When this lead is subsequently edited, the lead assignment rule fires and creates an is entry in the field history showing it was changed by the lead assignment rule.
Test 3: Create HubSpot Contact with new email address, name, company, state and no HubSpot Owner. Ensure the new HubSpot Contact is on the inclusion list to sync with Salesforce. When the Lead is created in Salesforce, the lead assignment rules run normally and the appropriate sales team member is the Lead owner. The field history shows the owner change occurred due to lead assignment rule.
Just tested this, too, and it looks like HubSpot Owners assigned in HubSpot, prior to an initial sync, are honored when a new lead is created in Salesforce. That functionality may not have existed at the time I originally wrote the reply, and it’s been some time (until today) that I’ve tested that use case.
I appreciate the confirmation. I have an open ticket to determine if the functionality is working as HubSpot intends, and will update this conversation when resolved.
It is possible to create a workaround in Salesforce by triggering an update shortly after lead creation, which will definitely run the lead assignment rules, but I’d prefer not to put a band-aide in place.
Leaving the HubSpot Owner blank in HubSpot should honor the assignment rules in Salesforce. If your solution doesn’t work, another option could be something like a HubSpot workflow clearing the owner property prior to initially syncing*.
*this process would probably work best if you have an inclusion list in your portal
Here are two knowledge articles on the topic. Test 2 is operating as HubSpot is designed. If the HubSpot Owner matches a valid Salesforce user (by email) when the Salesforce Lead is created, the lead assignment rules are bypassed. The solution, in short, is to ensure there is no HubSpot Owner when HubSpot creates the Lead in Salesforce.
Is there something actionable for me here? If the article isn’t accurately describing the designated behavior, click the Yes/No buttons on that article, and provide feedback. The documentation team will review your comments and make updates to the knowledgebase.
The knowledge articles are correct. The accepted answer to the original question is inaccurate. Lead assigment rules in Salesforce only run if the HS Owner is blank or does not match a Salesforce user.
I’m not sure if there is anything actionable for you and appreciate your assistance.
At the time I originally wrote that response, that was the behavior. We’ve both since tested differently, and our tests match the docs. Go with that behavior, going forward.
I have the same issue occur in our SFDC, lead could not assign to owner and always assigned the default owner once SFDC lead being created by Hubspot.
I tested on Test 1 which the lead assignement rule run normally, so assume this is the problem from Hubspot.
Then I look into Hubspot, accordingly to your statement, if there is Hubspot contact owner once the lead being created then the SFDC lead assignment rule will not run, but I had double checked the Hubspot owner is unassigned, means no Hubspot owner, but the lead assignment rule still not run in SFDC.
I just have no idea what can I do to make sure lead assigned to right owner everytime when lead cready by Hubspot, is there anything that I missing to check in Hubspot?
I believe this is a bug. When you assign a lead via the hubspot integration, even if you have the integration set NOT to sync back, it will, if the auto assigment rule in SFDC fails and resets to the default lead owner. This broke a pretty sophisticated workflow I built out and I could not figure it out!
Could you please provide us more information on what is happening on your end? Since this post was from 2017, The more information, screenshots, and details you can provide, the better I can advise on the next steps.
Also, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screen share if necessary.
Your first question, Which takes precedence? So I’ll tell you it’s totally depends on how you configure the integration. If you sets HubSpot as an Owner before sync, Salesforce won’t reassign unless you force it with an active assignment rule. On the other side, if HubSpot doesn’t set an Owner, Salesforce assignment rules kick in and assign based on your territory/company size logic. So, Choose one system as master: let HubSpot assign incomplete leads, or rely on Salesforce rules. Use a “Source=HubSpot” flag to prevent overwrites, and set a fallback queue for unmatched leads.
Moving ahead, I would suggest, Let Salesforce route leads with complete data. Let HubSpot handle incomplete leads via round robin. Exclude HubSpot-assigned leads from Salesforce rules. This keeps territory routing and fair distribution intact. If any conflict happens then I would suggest advance lead routing systems like LeadAngel, LeanData ensures every lead, whether complete or partial. It will manage the conflict between HubSpot and Salesforce.
Hope this helps!