Workflow - Nurture leads to provide Business email

[Ben_356]

Hi HubSpot Community, 

I am working on creating a workflow wherein the target audience is those folks that downlaoded our product using their personal id like gmail.com. The goal of this workflow is to nurture them so that they provide their business email ID. They sit as junk in the CRM and my step of action is to send them emails with gated resources on regular basis. There's a CTA in that email that would lead them to a form that requires only business email ID's to submit the form. 

Now the issue that I am facing is, while creating the workflow, the enrollment triggers are those that have downloaded the product using their personal email ID's. They will receive the email in their personal email ID. They might click the email and fill the form using their business email ID. How do we include that business email ID in the same workflow? Given the fact that two leads will be created in HubSpot. How will the workflow identify if the folks enrolled have submitted a business email ID? Also, in the end - there needs to be a notification sent to the SDR's that a business email ID has been provided. Please follow up! 

Please share your thoughts!

[karstenkoehler · Accepted solution]

Hi @Ben_356,

There is a setting in forms that tells HubSpot to either treat a new email address like a new contact or update an existing contact should HubSpot be able to associate it to the presumably same person:

This relies on the person having accepted cookies and submitting the form from either the same device or after clicking through a marketing email.

Since this relies on accepted cookies and/or clicking on tracking links, there are a lot of ways this can break - due to privacy browser extensions that remove parameters and identifiers or block cookies.

If conditions are right and HubSpot succeeds and capturing the new information and associating it with the right contact record, then the existing record will be updated and should continue through the workflow - permitting the following:

• The new email address doesn't bounce.
• The new email is opted in / not opted out (depending on your GDPR settings) from the subscription type used in your nurture emails.
• The contact is a marketing contact (if you're portal has marketing contacts enabled).
• The contact has a confirmed email address (if you have double opt-in enabled).
• The contact does not meet the unenrollment criteria after submitting the form.

If one of the above is not met, then the contact will not receive further emails from the workflow.

Should HubSpot not succeed at associating the new email address with the existing contact record, you'll have a duplicate - which you'll have to merge manually. In this case, here's what happens when contacts are merged regarding to workflows:

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• The secondary contact will be unenrolled from all workflows.
• By default, the primary contact will not automatically enroll in any workflows as a result of data changes that happen during the merge. You can choose to allow merged contacts to enroll at the time of the merge in your workflow settings.
• Moving forward, the primary contact can be enrolled in workflows due to property changes or actions unrelated to the merge.

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Regarding the SDR notification: If the SDR is an owner of the record, they should receive an automatic notification about the form submission.

Unfortunately, as you see, it's not possible to create a process here that is reliable, unfortunately. It's going to have a manual element and will have to be monitored very closely.

Best regards!