HubSpot lead routing in Default

Default routes HubSpot records with a workflow. A CRM Record Created or CRM Record Updated trigger starts the run when a record changes in HubSpot, a Round-Robin node picks a member from a Default queue, and an Update Record node writes that member to the record’s owner property in HubSpot. For how the queue picks the member, see How lead routing works.

How HubSpot lead routing works in Default

A HubSpot routing workflow in Default runs these steps:

HubSpot changes a record. A new contact, or a change to an existing contact, fires the workflow’s CRM Record Created or CRM Record Updated trigger. An optional Condition limits which records qualify.
The workflow picks a queue. Set the queue in the Round-Robin node’s Queue field, or pass in a queue that a Match Default Record node found earlier. To send records to different queues, branch with a Multi-Branch node and give each branch its own Round-Robin node.
The queue’s policy picks a member. The Round-Robin node applies the queue’s routing policy and makes the member available to later nodes as Latest assigned user.
Default writes the owner back. An Update Record node sets the owner property (hubspot_owner_id) on the HubSpot record to Latest assigned user. Default converts the Default user into their HubSpot owner ID through the member’s integration mapping.
Default counts the assignment. The member’s round-robin count goes up, and the assignment appears in Routing under Assignments, on the Object assignments tab.

A Rules of Engagement node can take the place of steps 2 and 3: a rule chooses the queue from the record’s data, and the node selects the member. Do not add a Round-Robin node after it for the same record. With it, set the owner in step 4 to Latest resolved user, from the Rules of Engagement folder in the data picker, instead of Latest assigned user.

HubSpot objects Default can route

HubSpot object	Starts a workflow with CRM Record Created or CRM Record Updated	Owner property Default writes	Counts as a queue assignment
Contact	Yes	Contact owner (`hubspot_owner_id`)	Yes
Company	Yes	Company owner (`hubspot_owner_id`)	Yes
Deal	Yes	Deal owner (`hubspot_owner_id`)	Yes

An owner written on any other HubSpot object, or into a property other than hubspot_owner_id, does not count toward a queue’s round robin.

Triggers that start HubSpot routing

2 workflow triggers start from a HubSpot record. Both become available once HubSpot is connected, and both use the same fields:

Field	What it does	Example
CRM	The connected CRM to watch.	HubSpot
Record	The HubSpot object to watch: Contact, Company, or Deal.	Contact
Condition	Optional. Only records that match start the workflow.	`Country/Region` is `Germany`

CRM Record Created fires when a new record of that object appears in HubSpot.
CRM Record Updated fires when an existing record changes. Its Condition can also check which properties changed, with the Fields Updated input, next to the record’s values under Object Fields.

On the HubSpot integration page, Watched fields shows what Default monitors for each object. It is marked Managed by workflows: your published workflows with these triggers set it, and the list is read-only. Other triggers can also route into HubSpot. A workflow that starts from a form submission, the API, the Chrome extension, or an incoming webhook starts from the lead’s data, so it checks for an existing HubSpot record with Match Record first. See Route new HubSpot contacts from a form.

Setup for HubSpot routing in Default

HubSpot routing in Default needs 4 things in place:

Requirement	Where	Why
HubSpot connected	Settings → Integrations → HubSpot. See HubSpot.	Default reads records and writes the owner through this connection.
Every queue member mapped to their HubSpot Owner ID	Default maps members by email when HubSpot connects and when a member joins. Map anyone else in Settings → Users: open a member, select Integrations, and fill in the Owner ID field on the HubSpot card, or use the Mappings tab. See Users.	Default converts the chosen member to a HubSpot owner through this mapping. Without it, the owner write fails for that member.
A routing policy with Objects in Assignment Units	Routing → Policies. See Policies.	The policy counts only the assignment units it routes. Use Take turns equally or Least recent assignment.
A queue that uses the policy, with active members, turned on	Routing → Queues. See Queues.	The Round-Robin node picks from this queue.

Connecting HubSpot and editing other members’ mappings need admin access.

Build a HubSpot lead routing workflow

This example assigns every new HubSpot contact to the next member of a queue named Inbound Routing and writes that member as the contact owner.

Add the trigger

In Workflows, create a workflow and add the CRM Record Created trigger. Set CRM to HubSpot and Record to Contact.Optionally, add a Condition on a contact property, for example the contact’s country.

Add the Round-Robin node

Select Add Node, then choose Round-Robin in the Actions section. Set Queue to Inbound Routing.

Add the Update Record node

Add Update Record from the Records section. Set Platform to HubSpot and Record Type to Contact. For Record to update, choose the contact’s record ID from the trigger.Under Fields, add Contact owner. For its value, open the data picker and choose Latest assigned user under Round robin.

Test the workflow

Select Test to open Test Workflow, choose the CRM Record Created trigger, and fill in the sample contact with the email and record ID of a test contact in HubSpot. Select Run Test, then confirm that the contact owner changed in HubSpot.

Publish and turn it on

Select Publish. A new workflow goes live when you first publish it, so the status next to the switch in the top bar reads Live and new HubSpot contacts now run through the workflow. If the status reads Paused, turn the switch on.

A workflow test performs real actions. It updates the HubSpot record and counts the routing assignment. Use a test contact.

To send different contacts to different queues, add a Multi-Branch node after the trigger and give each branch its own Round-Robin and Update Record nodes. See Logic and timing nodes.

Route new HubSpot contacts from a form

A form submission carries the lead’s form data, so the workflow checks for an existing HubSpot contact before it routes. Only new contacts get an owner, and a repeat form fill leaves the existing owner in place. HubSpot’s Create Record has no Update on conflict option, so this check is also what keeps a repeat form fill from creating a second contact:

Start the workflow with the Form Submission trigger. Set Connected Form to the form you track.
Add Match Record with CRM set to HubSpot and Record set to Contact, matched on email.
On the No Match branch, add Round-Robin to pick the owner. Then add Create Record with Platform set to HubSpot and Record Type set to Contact. In Mapped Fields, map Email to the email from the form, map any other answers you want on the contact, such as the first and last name, and set Contact owner to Latest assigned user.
Leave the Match branch without an owner change, so the existing contact keeps its owner.

Create Record writes only the properties in Mapped Fields. It does not copy the form’s answers on its own. A contact created without Email gives the next form fill nothing to match, so that fill creates another contact. Teams that do want to reroute existing contacts can add a Round-Robin node and an Update Record node that sets Contact owner on the Match branch. Match Record and Create Record are separate steps, so the check covers form fills that arrive one after another. If 2 runs for the same email overlap, for example 2 form fills a second apart, both can find no contact and both try to create one. HubSpot keeps a contact’s email unique, so it rejects the second create. Create Record then logs a warning that the record already exists. When HubSpot’s message names the existing contact’s ID, the step continues with that ID. When it names no ID, the step’s ID is empty, so find the contact with a Match Record on Email if later nodes need it. Either way the step writes none of its mapped properties, so the second run’s owner pick is not written to the contact and does not count as an assignment. If a workflow also writes the same pick to the contact’s company, for example after a Match Record with Match by association turned on, each owner write counts as its own assignment. The member’s count then goes up by 2 for 1 lead. See CRM nodes.

Routing controls Default applies to HubSpot records

Before Default writes a HubSpot owner, the queue’s routing policy applies these controls:

Control	What it does	Where to set it
Distribution rule	Take turns equally or Least recent assignment picks the next member.	Policy, Assignment tab
Weighted distribution	Gives members larger or smaller shares, based on each member’s weight.	Policy, Assignment tab, and the queue’s members
Tiebreaker	Recency or Random decides between tied members.	Policy, Assignment tab
Out-of-office and busy exclusions	Skips members who are out of office (on by default). Can also skip members who are busy on their calendar or about to be out of office.	Policy, Availability tab
Assignment reset schedule	Clears counts Monthly or Quarterly, or Never.	Policy, Assignment tab
Calibration	Adjusts 1 member’s count, for example for a new member.	The queue’s members
Assignment record	Saves each decision with the scores behind it and the policy version used.	Routing → Assignments

See How lead routing works for how these controls combine.

Check a HubSpot routing decision

Runs: open the workflow, select Runs in the top bar, and select a run. The Round-Robin node shows the member it assigned, and the Update Record node shows the properties it wrote. See Run logs.
Assignments: in Routing, select Assignments, then Object assignments. Each row shows the Record, Object type, Assigned to, Queue, and Timestamp. Open a row to see the scores behind the decision.

Troubleshoot HubSpot routing

What you see	What to check
Update Record fails because the Default user has no HubSpot integration mapping	Add the member’s HubSpot Owner ID in Settings → Users, in the Owner ID field on the HubSpot card.
Round-Robin fails because the queue is not active	Turn the queue on in Routing → Queues.
Round-Robin fails because the queue has no active members	Add members to the queue, or switch existing members back on.
Round-Robin fails because the queue has no active policy	Open the queue and choose a routing policy.
Round-Robin fails because no assignee could be picked	Every active member was excluded, for example because all of them are out of office. Check the policy’s Availability tab.
Round-Robin fails because a selected slot start is required	The policy uses Most available calendar time, which needs a meeting time. Switch the policy to Take turns equally or Least recent assignment.
The same member receives every contact	Check that the policy includes Objects in Assignment Units, that the owner property takes Latest assigned user from the Round-Robin node, and that the Update Record node succeeds.
The workflow does not start	Check that the workflow is published and its status reads Live, that Record matches the HubSpot object, and that the record meets the Condition.
A CRM Record Updated workflow runs again after it writes the owner	Add a Condition that uses Fields Updated, so the workflow runs only when the properties you route on change.
A repeat form fill creates a second contact	Check that Create Record maps Email from the form, so Match Record can find the contact next time.
Create Record shows a warning that the record already exists	HubSpot rejected the create because another record already has a value that must be unique, usually the email after an overlapping run, or a unique custom property you mapped. Nothing was written. Check which property the warning names. If the step’s ID is empty, find the contact with a Match Record before later nodes use it.

​How HubSpot lead routing works in Default

​HubSpot objects Default can route

​Triggers that start HubSpot routing

​Setup for HubSpot routing in Default

​Build a HubSpot lead routing workflow

​Route new HubSpot contacts from a form

​Routing controls Default applies to HubSpot records

​Check a HubSpot routing decision

​Troubleshoot HubSpot routing

How HubSpot lead routing works in Default

HubSpot objects Default can route

Triggers that start HubSpot routing

Setup for HubSpot routing in Default

Build a HubSpot lead routing workflow

Route new HubSpot contacts from a form

Routing controls Default applies to HubSpot records

Check a HubSpot routing decision

Troubleshoot HubSpot routing