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What is HubSpot ticket-based and Deal-based workflow?

Deal-based workflows work in automating deal stages. Users can set deal properties and triggers workflows anytime a deal stage is done, or accomplish other important types of deal automation.

Ticket-based workflows allow users to automate ticket statuses, organize customer inquiries and fulfill actions including sending emails when an inquiry was first received, escalating tickets if these are open on a certain period of time.

When Aloware and HubSpot integrates, ticket-based and deal-based workflow allow Aloware's four (4) actions to take place:

  • Enroll to sequence

  • Send a message

  • Add to user's Power Dialer

  • Disenroll from all sequences

Screenshot of Aloware Actions in a HubSpot Workflow:

Let's learn about Aloware's actions in this article.


Prerequisites

  • Deal-based workflows are available in all Sales Hub Professional users

  • Ticket-based workflows are available in all Service Hub Professional users


How to Add Aloware Actions to HubSpot workflow

After creating your HubSpot workflow, you can add Aloware actions which can be found in the Aloware Extensions.

To do this,

  • In your HubSpot account, click the Workflows tab

  • Choose an existing workflow or create a new workflow

  • Add a HubSpot Enrollment Trigger, and click the + icon to add an action

  • Scroll to the bottom of the right sidebar and select on the four (4) Aloware Actions


Aloware Actions and its Properties

  • Aloware: Enroll a Sequence

    After creating your workflow, you can add the Enroll a Sequence action to your HubSpot workflow that will include a contact in your HubSpot automated sequence.

    • Sequence - Assign a workflow for a contact that you have on your Aloware account

    • Force Enroll? - Disenroll the contact from a sequence and enroll them in this new sequence

    • Perform this action on which party? - Select between the first associated contact or All associated contacts based on deals and tickets

      Screenshot of Enroll to a Sequence Action


  • Aloware: Send a Message (SMS/ MMS) Action

    Sending a message action allows HubSpot users to send SMS and MMS using Aloware messenger. You can customize the Aloware Line, agent, and message template.

    • Aloware Line to send from - Select from your Aloware lines to send messages

    • Send as (agent attribution) - Send a message as the agent, which means there would be no owner or no owner is connected to that particular message

    • Message - This is the most important property in sending a message. This is where you type in your message and you can use Contact Tokens to pull in a contact's name or other information. HubSpot automatically fills these tokens depending on the value it gets from the contact.

    • Media URL - Last property where you can choose any picture URL. If you put a URL, Aloware fetches the picture from that URL and sends it alongside the message as an MMS.

    • Perform this action on which party? - Select to which contact you will send a message based on deals or ticket: First associated contact or All associated contact

      Screenshot of Send a Message Action

      Screenshot of Send a Message action in All associated contact

      • Contacts Enrolled in the Sequence

      📝 Note - When a message is sent to a contact using the Send a Message action, Aloware considers its Creator type as HubSpot Workflow.

      • In Aloware Dashboard, go to the Communication logs section

      • Click Table Settings, select Creator Type

        Screenshot of Creator Type in Dashboard

        Screenshot of Creator Type in Communication details page


  • Aloware: Add to a User's Power Dialer Action

    You can also enroll contacts to Aloware's Power Dialer.

    • User - It selects the Aloware user where you want to add a contact

    • Phone number - Assign a phone number and use it as a mobile or default phone number for HubSpot

    • Direction - Identify where you want to add the new contacts

      • Top - On top of the Power Dialer list or

      • Bottom - at the bottom of the Power Dialer list

    • Prevent Duplicates - This is also similar to Aloware's PowerDialer interface

      • Yes - If you choose to prevent duplicates, then you can't have 2 contacts with the same phone number on the PowerDialer

      • No - If you choose not to prevent duplicates, then you will be able to have 2 contacts with the same phone number on the PowerDialer

        📝 Note - If a workflow runs twice on a single contact, then only one of the contacts will be enrolled on the PowerDialer

    • Allow international phone numbers?

      • Yes - Selecting this will include international phone numbers in Power Dialer tasks

      • No - Skips all contacts with international phone numbers

    • Perform this action on which party?

      • First associated contacts

      • All associated contacts


        Screenshot of Add to User's Power Dialer Action


  • Aloware: Disenroll from all Sequences Action

    If a contact has a workflow or is currently enrolled in sequence in Aloware, you can disenroll it on HubSpot. This can give you the control and flexibility of managing your Aloware workflow from HubSpot workflow.

    To do this,

    • Create a Workflow for Disenroll from all Sequences Action

    • Manually enroll the contact from HubSpot to disenroll from all sequences

      Screenshot of Disenroll from all Sequences Action

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