Service reps frequently need to link email conversations and support tickets to an appropriate customer contract. Given that customers may have multiple contracts in HubSpot, determining which one is currently active can be a time-consuming task.
Now, they can easily associate emails with the correct contract by quickly identifying the 🟢 icon, which signifies that it is the active contract.
The great thing is, this isn’t just relevant for this use case! There are so many opportunities to make certain records more easily visible when associating emails so take a look at the steps below to add your own visual indicators.
Step 1:
Build the Workflows:
Active Contract Workflow:
- Enrolment: "Contract Status" is "Active".
- Action: "Set property value" of "Contract Name".
- Choose the new value of: 🟢 [Contract Name]
(Use the Contract Name token to include the original name, matching your usual naming conventions).
Inactive Contract Workflow:
The thing to bear in mind here is if a contract has previously been "active" the above workflow will have set a 🟢 so using the same method for "inactive" would result in "🔴 🟢 [Contract Name]"... not ideal. In comes Ask Breeze, allowing you to remove the 🔴...
Note: Ask Breeze is a beta at time of writing so you would need to opt in first.
- Enrolment: "Contract Status" is "Closed"
- "Ask Breeze": Take [contract name], remove the emoji at the start and copy that value
- Action: "Set property value" of "Contract Name"
- New Value: 🔴 [Response] (Use the data variable Action Outputs to select response, which will put in the response from Ask Breeze in the previous step).
Step 2:
Test and Deploy:
- Test by going to a client email, going to associate and checking the emojis appear as expected.
- Activate the workflows.
Things to check:
- Property Overwrites: Be mindful of existing workflows that might modify the "Contract Name" property, as they could interfere with this hack.
- Reporting: If you have reports that use the contract name, be sure to account for the emoji being present, they will lengthen the names and could cut things off.
