Recently, I started exploring workflows in HubSpot to enhance our lead management process. During this journey, I came across an interesting logic to automatically assign leads based on their expertise.
At Computan, we offer various services, including HubSpot Front-End Development, HubSpot Integrations, WordPress Development, and Shopify Development. To keep things simple for potential clients, we have a single form on our website. A single form streamlines the user experience, making it easier for them to submit inquiries.
Automating Lead Assignment
One possible approach was to introduce a service field in the form. Based on the selected service, the lead would be automatically assigned to the respective sales representative from that department. For instance, if a user selects HubSpot services, our HubSpot sales rep would take over the lead. The same process would apply to WordPress, Shopify, and HubSpot Integration services.
Filtering Leads Before Assignment
However, we realized that not every form submission is a high-quality lead. To ensure efficiency, we didn’t want our department-specific sales reps to engage immediately after a form was submitted. Instead, our general sales team would handle the initial interaction, whether through chat, email, or a meeting. Once they qualify the lead and confirm the required service, they would then assign it to the appropriate department sales rep.
Additional Complexity: Assigning Leads Intelligently
Since we have multiple departments under the same service domain, two HubSpot teams and two WordPress teams, we needed a way to distribute leads based on several factors:
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Sales rep availability (workload management)
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Closing rate (performance-based allocation)
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Department alignment (ensuring the right team gets the lead)
Custom Property Limitations in HubSpot
To make this work, we wanted to create a custom property for sales reps or contact owners. However, we quickly discovered that HubSpot doesn’t allow the creation of custom properties for contact owners (sales reps). While HubSpot lets you create properties for deals, contacts, companies, and tickets, it doesn’t support properties for contact owners.
HubSpot Support and Idea Submission
After discussing this issue with HubSpot support, they confirmed that our desired workflow isn’t currently possible within HubSpot’s system. Their recommendation? Post the idea on the HubSpot forums to explore alternative solutions or push for this feature to be added in future updates.
What’s Next?
We’re now exploring workarounds and integrations that might help us achieve the desired automation. If you’ve faced a similar challenge or have insights on an alternative approach, we’d love to hear your thoughts!\.
Stay tuned as we continue optimizing our lead assignment process in HubSpot.
