How I Sent a CSAT Survey to Specific Associated Contacts When a Deal is Won in HubSpot

In today's WHInsight, I'll demonstrate how to send a CSAT survey to specific contacts with an association label when a deal closes in HubSpot.

Step-by-Step Guide

1. Setup Association Labels:

• Go to HubSpot settings.
• Navigate to Objects > Contacts (or Deals).
• Create association labels.

2. Create a Workflow:

• Go to Automations > Workflows.
• Create a new deal-based workflow.
• Set enrollment criteria: Number of associated contacts is greater than zero.
• Enable re-enrollment for updates.

3. Create a Helper Property:

• Create a new contact property, e.g., "Send CSAT," with a Yes/No field type.
• Use this property in the workflow to update contacts with the desired association label.

4. Configure the Workflow:

• Set property value for contacts with the association label.
• Duplicate steps for other labels if needed.

5. Publish the Workflow:

• Review and publish the workflow.
• Opt to enroll only future deals.

6. Setup the CSAT Survey:

• Create or configure a CSAT survey in HubSpot.
• Set enrollment criteria: Deal stage is Closed Won and Send CSAT is Yes.

7. Address Potential Issues:

• If labels are applied after contacts are added, remove and re-add a contact to update Send CSAT property for the contacts associated in the deal.
• Re-trigger the CSAT send by moving the deal to a Closed Won stage.
• Verify survey sends by checking survey status or setting up reports.

Conclusion

This setup ensures CSAT surveys are sent only to contacts with specific association labels when a deal closes. If you have any questions or alternative suggestions, please comment below or reach out directly.

Happy WHImpacting!