Citrus America HubSpot Workflow Handoff

Overview

As of December 2024, HubSpot workflow support for ^[1] transitioned from Chris Dunn (whose last day was Friday, December 6) to Ben San Fratello and Mark Hope. This article documents the handoff context, the known workflow issues, the training plan, and the contact management decisions made during the transition.

See also: ^[2]

Background

Chris Dunn had been the primary point of contact for Citrus America's HubSpot lead lifecycle automations. He and Mark had built the workflows together, based on Citrus America's lead qualification process. With Chris's departure, Ben and Mark are taking over support.

Miriam Framson (Citrus America) was already experiencing difficulty using the system before the handoff — specifically, she could not locate the input fields needed to trigger lifecycle stage transitions on contact records.

Known Issues

Workflow Trigger Discoverability

• Miriam can navigate to a contact record and see the lead stage auto-populate as "Prospect," but cannot find where to input the qualifying information that moves a contact through subsequent lifecycle stages.
• The workflows exist in HubSpot and are active — the problem is a UX/discoverability issue, not a configuration failure.
• This is itself useful feedback: the setup may not be intuitive enough for the broader Citrus America team to use without guidance.

Pending Decision: Automatic Deal Notifications

• An open item from prior sessions: should HubSpot send automatic notifications when deals are created?
• Miriam had flagged this to Chris but never received a final answer.
• Ben and Mark should address this during or after the training call.

Form/Input Simplification

• Chris had discussed the possibility of adding a simplified form or structured input to make the lead qualification process easier to trigger.
• This remains an open design question to evaluate during the handoff review.

Key Resources for Ben & Mark

Before the training call, Ben should review:

1. Lead Qualification Spreadsheet — An Excel file that maps qualification questions to potential answers, and defines which answers trigger movement along the lifecycle stages. This was the basis for the HubSpot automations.
2. Mural Board — Contains the full Citrus America sales process map. The top section shows how the lifecycle stages were defined. Miriam has access and can share.
3. Prior Fathom Transcripts — Review past call recordings for context on decisions made with Chris Dunn.

Training Plan

Brian Framson will not attend — he has been "spared" from HubSpot involvement.

Contact Management: Inactive Sales Reps

Context

Two inactive sales rep groups — KLH and Dickey Enterprises — need to be excluded from marketing emails and should not count against Citrus America's marketing contact quota.

Actions Taken

• Miriam set both groups to "non-marketing" status in HubSpot.
• However, HubSpot does not apply this change immediately — it takes effect January 1.

Interim Solution (December Newsletter)

• Melissa will create a manual exclusion list for KLH and Dickey Enterprises to ensure they are not included in the December newsletter send (target: Tuesday, December 10).

Important Constraint: Retain "Sales Rep" Property

• The contacts must retain the "Sales Rep" contact property even after being set to non-marketing.
• Reason: HubSpot hides page views and session data for non-marketing contacts. The Sales Rep property is the only view that surfaces this behavioral data.
• Do not delete these contacts — set them as non-marketing only.

Handoff Checklist

• [ ] Ben reviews lead qualification spreadsheet
• [ ] Ben reviews Mural board (sales process map)
• [ ] Ben reviews relevant prior Fathom transcripts
• [ ] Training call held December 11 at 9:30 AM CT
• [ ] Workflow trigger location confirmed and documented for Miriam
• [ ] Decision made on automatic deal creation notifications
• [ ] Evaluate feasibility of simplified input form for lifecycle triggers
• [ ] Exclusion list created for KLH and Dickey Enterprises (December newsletter)
• [ ] Confirm non-marketing status takes effect January 1 for both groups

Related

• ^[2]
• ^[3]
• ^[4] (if exists)