How can we tidy up TrustHouse and Alliance lead routing?

Move "set the owner" into one place, so changing an owner or adding a page no longer touches everything.Built · not live yet

Longer reference blocks start collapsed.
A

Answer

14 workflows all write the same contact owner.
Now: 4 functions, one table, and the form carries the region.

Change an owner

formregionowner
Landing PageNYOwner A
Landing PagePalm BeachOwner B
GeneralBostonOwner Cedit this

Edit 1 row. Done.

was 14 workflows

Fewer workflows

27→6

Now

After

newunchanged

4 new + 2 unchanged

Fewer forms (TrustHouse)

4→2
↓
General
Landing Page

Same job, one form. Alliance forms: no change.

✓Tracking logic stays consistent and unaffected: the new forms join the same referral-source workflow, and no page code ties tracking to a form.

Applies toTrustHouseAlliance4 functionsExisting system untouched
1

Why is today's setup hard to maintain?

Region-based workflows: 99+ regions = 99+ workflowsOpen the interactive view in a new tab

Changing an owner

  • Find and edit about 14 workflows
  • Moving Boston from Bob to Kaitlyn on Nov 2 worked this way

Adding a page

  • A 6-step checklist; miss one and a lead is dropped
  • Region is guessed from URL naming

What was fixed

  • Races, duplicate and wrong alerts were fixed on Nov 2
  • The root cause, logic scattered everywhere, remains
14
workflows write the owner
48
owner races in 90 days
57
duplicate alerts
53
wrong alert texts
9
leads dropped
6
steps to add a page
URL
region guessed from page naming

Races, duplicates and wrong alerts were fixed on Nov 2. The root cause is still here: logic scattered everywhere.

2

What does it look like afterwards?

Feature-based: only 4 workflows for the different logicOpen the interactive view in a new tab

Only one workflow sets the owner

It sets the owner only when it is blank, so it never takes over an existing owner.

What changes lives in a table

Who owns which region and which alert applies are all in one table.

Region is written into the form

The page passes it in when embedding the form; no URL naming guesswork.

To be clear: the wording of the nurture emails cannot be decided by a table, so sending each region its own emails remains a branch inside the workflow.

3

What happens to a lead from form to follow-up?

Step through it. Three stages.Open the interactive view in a new tab
Why does each of the three workflows query the table?
A HubSpot workflow cannot hand its result to another one. All three read the same table, so they agree and none waits on another. Alerts wait 2 minutes and the owner step 1 minute; whether that is long enough is still unverified.
4

When something changes later, what do you do?

Change an owner

14 → 1

workflows to edit → table row

edit 1 rowPublish

New page, same region

6 → 1

steps → step

embed formpass region

New region

4 places

table row, embed value, Alert branch, Nurture branch

rowvalueAlertNurture
We'll show you where to set it up

A new region needs new recipients and new emails. A table cannot hold those.

What the lookup table looks like (example)
FormAnswer valueRegionOwnerAlert typeNurture
Landing Page formNYNY(that region's owner)membershipYes
Landing Page formPalm BeachPalm Beach(that region's owner)membershipYes
General membership formBostonBoston(that region's owner)membershipYes
Event form (contest)—event namenonecontestNo

Columns only; not the real production content.

5

How do we make sure no data is lost and no lead is dropped?

✓
Nothing existing touchedold workflows, forms, pages, contacts
✓
Everything new is offwon't fire on a real lead
✓
Tested in isolationdedicated contact, no team alerts
✓
Fails loudlyunknown form: we are notified

Replay of 87 real submissions (TrustHouse, last 90 days)

79 same (91%)
8

Different: Boston page 4 · Landing Page 2 on an NY page 3 · PB page 1

Not an error rate after go-live. Those pages share one form today, so they move to the normalized form before the switch.

  1. 1Migrate pages
  2. 2Pre-switch checklist
  3. 3Switch all at once
  4. 4Spot-check 3 days
  5. 5Roll back if needed

No parallel run: customers would get two emails. Rollback is not symmetric: people already in a new nurture do not return to the old one.

6

What we are asking you to approve

Workflows

27 → 6

25 replaced, 4 new, 2 unchanged

TrustHouse forms

4 → 2

Alliance forms: no change

Pages

26

switch to the new form; the pages stay

We need your OK on

  • Replace 25 workflows with 4, all at once, in a low-traffic window
  • Replace 4 TrustHouse forms with 2 on 26 pages (we check with you before each live page)
  • Add the new forms to one existing workflow (fill source)
  • Confirm the Alliance owner rule: Massachusetts to Kaitlyn, everyone else to Jennifermatches today's owners 67%, please confirm

One request from us

Until now, every new market or event got its own form, page and workflow. That habit is why owners collided and every change was painful. Please stop building something new each time. Reuse what already exists.

BeforeNew market = new form + new page + new workflow
From now onNew market = 1 table row + 1 region value on the form

Need special alert text or emails for a market? Tell us. We add a branch to an existing workflow, never a new workflow.

We will give you

Worked examplesExactly where to edit (the HubDB table)How-to videos once you approve
7

Next steps after you approve

  1. 1Migrate pages
  2. 2Pre-switch check
  3. 3Switch all at once
  4. 4Watch 3 days
  5. 5How-to videos
Appendix: terms
  • Workflow: an automated process in HubSpot, such as setting an owner or sending an email.
  • HubDB lookup table: a table inside HubSpot holding which form, which region, who owns it, and who gets alerted.
  • Hidden field: a form field the visitor cannot see; the page fills it in at load and it is submitted with the form.
  • Re-enroll: whether the same person can enter the same workflow again when they match its conditions a second time.