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How to create a new Client Journey in HubSpot

UNDER CONSTRUCTION

    So you want to invent a new Client Journey. This will involve some set up.

     

    Stage 1: Client Journey Dropdown Options

     

    There are 2 different “Customer Journey” properties in HubSpot. The first exists on Deal records, the second exists on Contact records. You will need to add the name of your new client journey to both of these dropdown fields.

     

    To do this, follow the below steps:

    1. In HubSpot, navigate to any Deal and then click the Settings icon in the top toolbar (shaped like a cog). This will take you directly to the settings for Deal records.

    (Pic 1)

    1. Here, click the link that reads Manage Deal properties.

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    1. This page contains the settings for every property that a Deal record has.

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    1. Use the search bar to find the “Customer Journey” property. Click on the property to open the property settings.

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    1. On the left sidebar, go to the “Field type” tab. Here you will find the property’s selection options.

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    1. Scroll to the bottom of the page and find “+ Add option” to create a new dropdown option. You can also rename or rearrange the order of existing dropdown options. Make sure to leave the switch setting for “IN FORMS” active. When you’re done, click Save in the top right.

    (Pic 6)

     

    Now when you look at the “Customer Journey” property on a Deal record, you will see your updated list of options.

     

    Do the same for Tickets by navigating to any Ticket record and clicking the Settings icon in the top toolbar. This will take you directly to the settings for Ticket records, and you can follow the same steps as above from here.

     

     

    Stage 2: Client Journey Content

     

    The content of the client journey includes: the automated Welcome Email they will receive, the Strategy Form they will fill out, and any other relevant material that will be sent to the client automatically.

     

     

     

    Step 1 is to set up a new automated Welcome Email:

     

    1. In HubSpot, go to Marketing > Email. Use the search bar to find an existing automated Welcome Email that most closely resembles the one you want to make.
    2. Hover over the email and click the Clone button. In the pop-up sidebar that appears, rename your Welcome Email. Keep the Email type set to “Automated”. Click Clone.

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    1. Edit the content of the email to suit your needs.
      1. You will not yet be able to replace the existing Strategy Document Form link, because we haven’t made the form yet. Come back and replace this later.
    2. At the top of the email, click the Send to field to pick the send settings.
      1. How will you send this email: “Through an automation”
      2. Subscription type: “Member Communications”
      3. Don’t send to unengaged contacts: SWITCHED OFF.

    (Pic 8)

    1. At the top of the email, click the Inbox content field to pick the inbox settings.
      1. Change Subject and Preview text as needed.
      2. Hide body text from preview text: tick to TRUE.
      3. From name: usually “Glam Adelaide Client Services” unless told otherwise.
      4. From address: usually “clientservices@glamadelaide.com.au” unless told otherwise.
      5. Use as reply-to address: tick to TRUE, unless told otherwise.

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    1. In the top toolbar, use the Preview and test function to check that your email contents will show up properly customised for the recipient, then Send test email to yourself/a colleague to double check.
    2. Once you are satisfied with the email contents, click Review and publish in the top right. You can come back and edit more later as needed.
    3. When the confirmation pop-up appears, it will try to get you to choose an automation to send the email. Instead, click “I’ll do this later”.

    NOTE: Later steps will not work until this marketing email has been “Published”, but you do not have to set an automation for it to be successfully published.

     

    If you’ve followed these steps, you should be brought to a screen that looks like this.

    (Pic 10)

     

     

     

    Step 2 is to set up a new Strategy Document Form:

     

    1. In HubSpot, go to Marketing > Forms. Use the search bar to find an existing Strategy Document Form that most closely resembles the one you want to make.
    2. Hover over the form and click the Clone button. In the pop-up that appears, rename your form, then click Clone.

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    1. On the Form tab:
      1. Take note of which fields you remove/add, as this will be relevant later.
      1. Customise the contents of the form as needed.
    2. On the Options tab:
      1. Customise the thank you message as needed.
      2. Scroll down to the Send submission notifications to field. Select teams or individual users that should be notified via email when the form is completed by someone. (Pic?)
    3. Click Update in the top right. In the sidebar that appears, click Publish.
    4. In the pop-up that appears, copy the link. Save it somewhere - this is the submission link for your newly created form, and it will be used in later steps.

     

    (Pic)

     

    https://share-ap1.hsforms.com/1JnFxb9gHRLaZvzMDxPUOBgq31d6

     

     

     

    Step 3 is to set up a Strategy Document Form Confirmation Email:

     

    1. In HubSpot, go to Marketing > Email. Use the search bar to find an existing automated Strategy Document Form Confirmation Email that most closely resembles the one you want to make.
    2. Hover over the email and click the Clone button. In the pop-up sidebar that appears, rename your Confirmation Email. Keep the Email type set to “Automated”. Click Clone.
    3. At the top of the email, set the Send to settings and the Inbox content settings as outlined in previous steps.
    4. You will need to edit the content of the email to match the content of the Strategy Document Form created in Step 2. For each field present in the form, make sure the email includes:
      1. The client-facing name of that field written out in bold.
      2. A customisation token to display the contents of that field.

    (Pic)

    1. After previewing and sending a test email to make sure all the personalisation tokens work correctly, click Review and publish in the top right.
    2. When the confirmation pop-up appears, it will try to get you to choose an automation to send the email. Instead, click “I’ll do this later”.

     

     

    Step 4 is to go back to the form, and set up an automation so that a form submission will trigger the confirmation email to send:

     

    1. Go back to the form you created in Step 2, and click Edit form. On the Automation tab:
      1. In the Send an email after form submission section, click Create a workflow.
      2. Rename the workflow from “Send a follow-up email after form submission” to match the name of the form, with “ | Submission Complete” added to the end.
      3. Scroll down in the workflow box to find the Send email action. Click on it.
      4. In the sidebar that appears, find the Choose an email dropdown and select the Confirmation Email you made in Step 3. Click Save.
    2. INCREDIBLY IMPORTANT: You must activate the workflow. This is done using the little switch button indicated in the screenshot below. Once this is set to active, click Update in the top right. In the sidebar that appears, click Publish.

     

    Now when a client fills out your new Strategy Document Form, they will automatically be sent a copy of their responses for their records.

     

     

     

    Step 5 is to insert the link to your new Strategy Document Form into the automated Welcome Email created in Step 1:

     

    1. Go back to the Welcome Email you created in Step 2 (be sure you are not accidentally editing the Confirmation Email), and click Edit Email.
    2. In the body of the email, find the section titled Complete your Strategy Document. Here, there is hyperlinked text that reads “You can do that here.” Click within the text and select the small pencil icon to edit the link.

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    1. Replace the existing url with the link to your new Strategy Document Form. Click Apply. Then, click Update in the top right. In the pop up that appears, click Publish updates.

     

     

    Now when a client is sent their automated Welcome email, they will also receive the link to the relevant Strategy Document Form.

     

     

     

    Stage 3: Client Journey Automation

     

    Finally, we have to automate the Client Journey so that it runs automatically when a Deal becomes Closed Won.

     

    Automation 1 - set the contact’s customer journey based on what was selected on the Deal:

     

    1. In HubSpot, go to Automation > Workflows. Use the search bar to find the Closed Won Deal | Enrol contacts in Customer Journey workflow.
    2. Click on the second branch step, which is labelled “Branch based on Customer Journey”. In the sidebar that appears, scroll down to see if the new dropdown option you created in the first stage of this process has automatically appeared in the list of subsequent branches. If it hasn’t, you will have to add it manually with the “+ Add a branch” button, then click Save.
    3. Scroll across the workflow to find an existing branch. Clone the Edit record action from that existing branch onto your new one.
    4. Click on the cloned action, and change the Chose a value field to match the new client journey you’re making.

     

    Now when a Deal is set to Closed Won, the value selected in the Customer Journey field will be copied over and set on all the Contact records linked to the Deal.

     

    The field being updated on the contact record is what triggers the workflow below…

     

    Automation 2 - Start them on the workflow that send their welcome emails/reminders:

     

    1. In HubSpot, go to Automation > Workflows. Use the search bar to find the NEW Client Journey workflow.
    2. Click on the branch step, which is labelled “Branch based on Customer Journey”. In the sidebar that appears, scroll down to see if the new dropdown option you created in the first stage of this process has automatically appeared in the list of subsequent branches. If it hasn’t, you will have to add it manually with the “+ Add a branch” button, then click Save.
    3. Scroll across the workflow to find an existing branch (not the Fringe branch, this one is different to others).
    4. On the first step of that branch (which will be a Send email step for an auto welcome email) find the Clone button, which is shaped like two overlapping squares. Click the clone button, then click Clone this action and all following actions.
    5. Scroll across the workflow to find the new branch that matched your new client journey. Right below it you will see a button that reads Place here. Click that, then click Save.

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    1. You now have the structure for your Client Journey Automation. All you have to do now is change the contents out for the things you created in Stage 2.
      1. The first step is Send email: click it, and change the Automated email * field to the name of the automated Welcome Email you made. Click Save.
      2. The second step is Edit record: click it, and change the Chose a value field to the submission link for your newly created Strategy Document Form you made. Click Save.
      3. Scroll down past the next branch to find the branch after it labelled “Check branches in order: Strategy Form Done & Directory Listing Done and Incomplete Onboarding.” Click it.
      4. In the sidebar that appears, click Edit criteria, then click on the section under Form submission. Editable fields will appear. Find the top one, and select the name of the new Strategy Document Form you made. Click Save.

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    Note: you do not need to change the Send email for “Welcome Email - Follow Up (3d)” step. This email will autofill with the url you entered in the Edit record step above.

     

    When the Contact record exits this automation, the will be automatically enrolled in the next one below…

     

    Automation 3*** - decide whether your new Client Journey should include the other onboarding emails:

     

    1. In HubSpot, go to Automation > Workflows. Use the search bar to find the Client Onboarding Emails workflow.
    2. Click on the first branch step, which is labelled “Check branches in order: No Intro Emails and Yes Intro Emails.” In the sidebar that appears, here you will see the criteria for the “No Intro Emails” branch.
    3. If your new Client Journey should not include these other onboarding emails, click Edit criteria, then click on the section underneath Group 1. Editable fields will appear.
    4. Click the third field down and add your new Client Journey to the list of options that should not receive these additional emails. Click Save.

     

    ***Note: Currently there is a branch on the “Yes Intro Emails” branch which prevents ANY of these emails from sending. This is because they are out of date and need to be fixed.

     

    When the time comes and the emails are fixed, you must remove this branch step by clicking on the trash can icon. In the pop-up that appears, select Keep all the actions from a specific branch and choose the “No” option. Click Save.

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    And there you have it! Now the whole process is as follows:

    1. Sales admin set the “Customer Journey” field on the Deal.
    2. The client signs the contract, setting the Deal to Closed Won.
    3. This triggers Automation 1, where the “Customer Journey” field is copied to the Contacts.
    4. This triggers Automation 2, where the client is automatically sent the appropriate Welcome Email, containing the correct Strategy Document Form.
    5. If the client does not complete the forms within 3 days, they are sent an automated follow up email containing the form submission link to the the correct Strategy Document Form.
    6. Once the client completes their Strategy Document Form, they are sent an automatic Confirmation Email containing all the responses they provided to us.
    7. When the Contact exits Automation 2, this triggers Automation 3, which checks whether the client should be sent additional onboarding emails for the next few days, and excludes those who don’t need them.