Welcome to HubSpot
at Expo Centric
Your step-by-step guide to managing contacts, deals, and communications in HubSpot. Use the arrows or keyboard to navigate.
HubSpot Daily CRM Workflow Guide
This guide outlines the essential daily tasks performed in HubSpot, including managing the inbox, creating contacts and companies, updating deals, using filters, exporting lists, and maintaining lifecycle stages.
Check and manage messages in the Conversations Inbox. Review incoming emails or chats, respond, assign conversations if needed,…
Managing the Inbox in HubSpotCreate new contacts when interacting with individuals not yet in the CRM. Navigate to Contacts → Create Contact,…
Creating a Contact in HubSpotCreate company records when the contact is linked to a company not yet in the CRM. Navigate to…
Creating a Company in HubSpotAssociate contacts to their company. Open the contact record, go to the Company section, click Add, search for…
Associating a Contact to a Company in HubSpotCreate deals to track sales opportunities. Go to Sales → Deals → Create Deal, add the deal name,…
Creating a Deal in HubSpotUpdate deal stages as opportunities progress. Open the deal record and select the next stage from the pipeline…
Using Deal Stages in HubSpotUse filters to segment records for review or follow-up. On the Contacts, Deals, or Companies view, click Filters,…
Using Filters in HubSpot - Part 1 Using Filters in HubSpot - Part 2Export lists when external sharing or reporting is required. Go to Contacts → Lists, open the desired list,…
Exporting a List from HubSpotManual Client Survey Process
This procedure describes how to filter deals for survey eligibility, optionally use the Happy/Not Happy field for survey selection, send surveys using HubSpot Sequences, and track responses. It also outlines optional approval steps before sending.
Create a dynamic list in HubSpot filtering all deals with a show close date within the current month.…
Sample Active ListSurvey Selection: Optionally use the Happy/Not Happy field on the deal level to determine which contacts should receive…
Pre-Send Confirmation (Optional): One day before the scheduled survey send, an automated notification email is sent to both…
Send the survey using the designated Sequence template. Look for 'Client Survey' under Sequences (requires a Sales Seat).…
Track survey responses either directly on the contact record or through the email inbox of the person who…
Survey form is hosted on Typeform. Ask Chesca for login access.
Typeform Admin - Client Survey Typeform Public Link - Client SurveyIdentify and Verify Lead Source
This procedure outlines how to determine the correct lead source for each contact, how to verify attribution, and which tools to use for validation. Each lead source type includes its own method, responsible team, verification method, and tools.
Email Campaign
Send all marketing emails with UTM-tagged links (e.g., utm_source=email&utm_medium=hubspot&utm_campaign=august_newsletter). HubSpot sequences may…
Previous Client
Manual — Tag as Previous Client when the contact (or company domain)…
Client Referral
Capture via form question ('Were you referred? By whom?'), or log manually…
Website Form
Attribute to Website Form when the first conversion is a HubSpot-tracked form…
Direct Email
Use when the first meaningful touch is an inbound/outbound one-to-one email not…
Website Email (mailto link click)
Attribute when contact initiates from clicking a mailto: link on the website…
Inbound Call
Attribute when the first touch is an inbound phone call. Use HubSpot…
Offline Source
Use for leads captured at events, expos, networking, or imported spreadsheets. Record…
Shared HubSpot Calling Setup
This document outlines the proposed shared calling setup using HubSpot Calling. It describes how outbound and inbound calls should be handled, how calls are logged, and how team members collaborate using a shared calling account.
Outbound Calling: PCs, AMs, and Designers make outbound calls to clients using the shared HubSpot Calling account. All…
Inbound Calling: A designated team member (reception) monitors the shared HubSpot Calling account for inbound calls. The assigned…
Missed Calls and Voicemail Handling: Missed calls are directed to voicemail. Voicemail recordings are automatically shared with the…
Create a Company in HubSpot
This procedure explains how to manually create a company record in HubSpot, what mandatory fields must be completed, and how HubSpot automatically associates contacts and fills company-related properties.
From the main dashboard, click on 'Company' in the top navigation menu, then select 'Company' from the dropdown.
On the Company page, click the orange 'Create Company' button in the upper right-hand corner.
Fill out all mandatory fields in the pop-up form: Company Domain Name, Company Name, Phone Number, Shows, Tier,…
Click the 'Create Company' button to submit and create the record.
If a contact is added with a business email domain that does not match an existing company, HubSpot…
Company automation workflows automatically fill the associated contact properties using company information. The following workflows handle this:
Workflow 1 Workflow 2 Workflow 3 Workflow 4AI Implementation for Sales and Research
This document proposes a full AI-driven workflow to streamline lead sourcing, enrichment, outreach, and CRM updates. It integrates Clay for data enrichment, Instantly for outreach automation, ChatGPT for personalized copywriting, and Bouncer for email verification.
Pulls data from multiple sources (like LinkedIn, Google), automates workflows, enriches contacts (emails, socials, etc.) based on custom…
Designed for high-volume campaigns, it automates inbox rotation, warms up emails, personalises outreach with AI, uses smart scheduling…
A personalised version of ChatGPT that reads show details, suggests industry-specific copy, and drafts scalable, personalised emails —…
A reliable email verification tool that accurately detects invalid, risky, and disposable email addresses to help maintain the…
Use HubSpot's AI-powered lead scoring to prioritise prospects and leads that have responded. Create dashboards to monitor open/click/reply…
Create a Contact in HubSpot
This procedure explains how to manually create contacts, import contacts in bulk, and ensure proper association with companies. It also outlines required fields and how HubSpot automatically links contacts to companies based on email domain.
From the main dashboard, click on 'Contacts' in the top navigation menu, then select 'Contacts' from the dropdown.
On the Contacts page, click the orange 'Create Contact' button in the upper right-hand corner.
Fill in all mandatory fields in the pop-up form: Email, First Name, Last Name, Job Title, Phone Number,…
Click the 'Create Contact' button to submit and create the record.
Contacts are usually automatically associated with a company record based on the contact's email domain. If not associated…
Create a spreadsheet using Excel or Google Sheets with a header row containing the required properties: Email, First…
Save the file as CSV or Excel (.xlsx) format.
In HubSpot, go to Contacts → Contacts and click the 'Import' button in the upper right-hand corner.
Email Logging Process in HubSpot
This procedure outlines how to connect personal email accounts to HubSpot, disable inbox automation, and log emails manually or using the HubSpot Sales Extension.
Go to Settings → General → Email Tab → Click 'Connect personal email'.
Personal Email SettingsDisable Inbox Automation by unticking it. Enabling this will log all emails — including personal, internal, or supplier…
Once the status is 'Enabled', manually log incoming and outgoing emails using the following addresses: Outgoing (BCC): 3966916@bcc.hubspot.com…
Ensure your personal email is already connected as per the manual logging instructions above.
Hover over your email address in HubSpot and click Actions, then click Install Add-In.
Download the Office 365 add-in and follow the installation process for the desktop application.
Once installed, the HubSpot application will appear in your Outlook interface under the Apps Icon. This allows you…
On the 'Log Email to HubSpot' panel, select which deals, contacts, or companies to log the email to.
Deal Creation Process
This procedure explains how to create deals from the Deals home page or directly from a contact record. It includes required fields, naming conventions, and association guidelines.
In your HubSpot account, navigate to CRM → Deals.
In the upper right, click 'Create Deal'.
In the right panel, enter the mandatory details of the deal: Deal Name, Pipeline, Deal Stage, Show Name,…
Deal Name — format should be: Client at Show Name Year.
Pipeline — select Pipeline.
Deal Stage — initial stage for all new deals is Business Inquiry – Qualified.
Show Name — pick the appropriate show from the dropdown, or choose Brand Activation, Retail Store, or Private…
Show Open Date — enter the first day of the event.
Create a Task in HubSpot
This procedure outlines how to create tasks from the main navigation or directly from a contact, company, or deal record. It also explains how to manage task assignments, reminders, notifications, and completion.
Click on CRM in the main navigation bar.
Select Tasks from the dropdown menu.
Click the Create Task button.
Navigate to the relevant object: Click CRM → Contacts for individual contacts, companies, or deal records.
Select the specific record you want to associate the task with.
In the record's Activity timeline, click the Task tab.
Click Create Task and enter the details.
Task Name — provide a clear and descriptive title.
How to Create and Export a List from HubSpot
This procedure describes how to create lists using filters, choose between active and static list types, and export lists in various formats.
In the top navigation menu, click on Contacts. From the dropdown, select Lists.
Click the 'Create List' button in the top right corner.
Choose whether the list will be based on Contacts, Companies, Deals, or a Custom Object.
Name your list — enter a clear and descriptive name.
Set filter criteria. Please refer to the 'How to Use Filters in HubSpot' procedure for guidance.
Review your list preview — HubSpot will show a live preview of the records that match your filters.
Click 'Review and Save' in the upper right corner.
Choose a processing type: Active List (updates automatically when records meet the criteria) or Static List (a snapshot…
How to Use Lifecycle Stages in HubSpot
This procedure explains each lifecycle stage used in HubSpot, what they mean, when they apply, and how automations update the stage based on deals, form submissions, and historical activity.
Prospect
Inquiry Received
Qualified Lead
Unqualified
Lost
Active Client
Dormant Client
Blacklisted
How to Use Filters in HubSpot
This procedure outlines how to use HubSpot's filtering tools to segment CRM records, apply conditions, and save filtered views for future use.
In your HubSpot account, navigate to the object you want to filter: Contacts, Companies, or Deals.
On the left-hand side of the screen, click 'Advanced Filters' (or 'Filters' if one already exists).
Choose the property you want to filter by (e.g., Lifecycle Stage, Create Date, Deal Stage, Country). You can…
After selecting a property, choose a condition (e.g., is, is not, contains, greater than) and input the value…
Add more filters if needed: click 'AND' to add a filter that must also be true, or click…
The filtered list will update automatically. HubSpot will display only records that meet all the filter criteria.
Click 'Save View' at the top right if you want to revisit this filtered list in the future.…
Manage HubSpot Forms
This procedure explains how to create different types of HubSpot forms, configure post-submission actions, and manage form submissions using HubSpot's built-in analytics tools.
Navigate to Marketing → Forms in the main menu. You'll see a list of all existing forms in…
Click the 'Create Form' button in the top right corner.
Select the type of form you need: Standalone Page Form (hosted on its own HubSpot landing page), Embedded…
Choose a template or start from scratch, then click Next to enter the form editor.
More details pending documentation
Coming soonUse the 'Progressive Fields' option to replace already-known visitor data with new fields.
Click Save once all changes are made.
Navigate to the 'Automations' tab to configure actions after form submission: send an automatic thank-you email, redirect the…
How to Create Custom Dashboards in HubSpot
This procedure outlines how to create dashboards from scratch or using templates, configure access permissions, and manage existing dashboards.
Go to Reporting → Dashboards in HubSpot.
Click 'Create Dashboard' in the upper right. Choose an option: Pre-made Dashboard (select a type, review reports, and…
Set user access: Private to Owner (only the creator and admins can view/edit), Everyone (all users can view/edit…
Click 'Create Dashboard' to finalize.
Go to Reporting → Dashboards.
Click 'Manage Dashboards' in the upper right.
To modify a dashboard, hover over it and click Actions. Available actions are: Clone (create a duplicate with…
Expo Centric Lite Setup Proposal
This document outlines setup options for Expo Centric Lite, focusing on HubSpot Business Units and the additional features available under Marketing Hub Enterprise.
Evaluate Business Units — a feature that allows multiple brands to operate confidently, safely, and easily within a…
Business Units — HubSpot Knowledge BaseReview pricing: Business Units cost $1,000. Subscription required: Marketing Hub Enterprise.
Review the Features and Use Case guide for a full comparison of Business Units vs Domains.
Business Units vs Domains One-PagerAssess bonus features included with Marketing Hub Enterprise: Custom Objects, Advanced Automation Actions, Multi-Touch Attribution Reporting, and Sandbox…
Multi-Touch Attribution ReportingMore details pending documentation
Coming soonVerifying Logged Emails in HubSpot
This procedure explains how to use the AM Activity Monitoring report to verify email logging accuracy, ensure correct associations, and correct any mislogged emails. It also introduces the process for validating email completeness using Outlook exports.
Go to the AM Activity Monitoring report.
AM Activity Monitoring ReportMore details pending documentation
Coming soonThe report is structured as follows: Name of the AM who logged the email and the contact where…
Click the record. You will be redirected to the contact record where the email was logged. The email…
On the right-hand side of the screen, you will see all associated objects, including the company and deals.…
Scroll to the end of the email thread. At the end of the thread, there is an association…
Ensure the email is logged to both the company and deal records or associated contact records. Click on…
If the email is not logged correctly, or is associated with the wrong company or deal: Untick the…
Use a Subdomain When Sending Emails
This procedure explains how to send emails using the subdomain address (stankruss@mailer.expocentric.com.au) in both Mailchimp and HubSpot, and how to manage replies from each platform.
Before sending an email campaign, click on the campaign to update the basic email information.
Click the 'From' tab.
Replace the From Name with Stan Kruss and the From Email Address with stankruss@mailer.expocentric.com.au.
If someone responds to the newsletter, go to the Mailchimp inbox to manage the reply.
Mailchimp InboxIf a user replies and CCs the sending address, it can also be handled directly via Outlook.
The subdomain address (stankruss@mailer.expocentric.com.au) is connected to Stan's account as a second personal email.
Before sending sequences, make sure to click the 'From' address dropdown in your sequence settings and select the…
Replies can be handled through the shared Outlook inbox. On the Outlook app, go to Shared with Me…
Set Up Parent & Child Companies in HubSpot
This procedure outlines how to create parent-child company associations, apply labels, and use filters to identify hierarchical company structures.
Navigate to Companies in HubSpot.
Select the company you want to set as a parent or child company.
Click on the company name to open its details.
On the left-hand side, locate the section where you can associate one object with another.
Click 'Add Association' and select 'Company' as the object type.
You have two options: manually create a company if it does not exist in the database, or search…
Click Next to proceed.
Click 'Add Association Label' and choose the appropriate label: Child Company (if the selected company is a child)…
Business Procedure Template
This template provides a consistent structure for documenting business procedures. It ensures all SOPs follow the same format, making them easier to read, maintain, and update.
Fill in the Business Procedure title at the top of the document.
Complete the Purpose section with a clear explanation of why the procedure exists.
List any Related Procedures that support or connect to this SOP.
Specify the Departments involved in executing or following the procedure.
Identify the Document Owner responsible for maintaining and updating the SOP.
Set the Next Review Date to ensure regular updates.
Write the full procedure in the Procedure section using clear, step-by-step instructions.
Manage Duplicate Contacts in HubSpot
This procedure explains how to identify duplicate contacts using HubSpot's duplicate management tool, how to assess whether two records should be merged, and how to safely merge them without losing important data.
Navigate to Contacts in HubSpot.
Click Actions and select 'Manage Duplicates' to view suggested duplicates.
HubSpot identifies duplicates based on matching names, email addresses, or company associations.
Click the Contact name to review the contact's email, name, and associated company to confirm duplication.
Check LinkedIn for possible changes in companies or work. Consider last name changes due to marriage or legal…
Check engagement history, notes, and associated deals before proceeding.
Click Review to preview which Primary Contact to choose — select the one with the most accurate and…
Once a primary record has been selected, click Merge.
Manage Bounced Contacts in HubSpot
This procedure outlines how to identify bounced contacts using HubSpot filters, assess whether the contact should be retained or deleted, and handle bounced lists from Mailchimp.
Sequences are used to send email blasts to contacts.
To identify contacts that bounced, go to the Contacts page and click 'Advanced Filter' in the upper right-hand…
A search property pop-up will appear. Search and filter the following properties: Email Hard Bounce Reason is equal…
The contact view will be filtered based on the criteria set.
Keep the Contact — if the contact has an associated deal, retain the contact for any transactions related…
Investigate on LinkedIn — check the contact's LinkedIn profile to understand why the email bounced.
Update Email Address — if the contact has a new email address and is still connected to the…
Add a Note — if the contact has left the company, add a note stating: 'Left the company…
Manage an Inbox in HubSpot
This procedure describes how to access and manage shared inboxes in HubSpot, respond to conversations, assign messages to team members, and organize inbox views.
Click on CRM → Inbox from the main navigation bar.
Select the inbox you want to manage (Expo Centric, Enquiries, BDM, etc.).
Reply directly to the message or use Snippets to set up default replies for frequently asked questions.
If a conversation needs further action, create a Ticket directly from the inbox. (Can be set up in…
If the conversation or email should be managed by a different team member, assign the conversation to notify…
On the Inbox top navigation, locate the 'Owner' option.
Select the team member you want to reply to the message. You can assign to a team or…
Once an email or message has been reviewed, you can take the following actions to efficiently manage conversations:…
Associate a Contact to a Company in HubSpot
This procedure outlines how to manually link a contact to a company in HubSpot, either from the contact record or the company record. It also explains when manual association is needed and how to verify the association is correct.
Navigate to Contacts → Contacts and open the relevant contact record.
On the right-hand side of the contact record, locate the Company section.
Click '+ Add' to search for and associate a company.
Search for the company name in the search bar and select the correct company from the results.
Click Save to confirm the association.
Associating a Contact to a Company in HubSpotNavigate to Contacts → Companies and open the relevant company record.
On the right-hand side of the company record, locate the Contacts section.
Click '+ Add' to search for and associate a contact.
How to Use Deal Stages in HubSpot
This procedure explains each deal stage in the HubSpot pipeline, what they mean, when to move a deal forward, and how to update the stage either from the deal record or the Kanban board view.
Open the deal record in HubSpot by navigating to CRM → Deals and selecting the…
To update the deal stage from the deal record, locate the pipeline bar at the…
To update the deal stage from the Kanban board view, navigate to CRM → Deals…
Ensure the deal stage reflects the most current status of the opportunity at all times.
How to Create Reports in HubSpot
This procedure outlines how to create reports from scratch or using templates in HubSpot, configure data sources and filters, and add completed reports to dashboards for ongoing monitoring.
Go to Reporting → Reports in HubSpot.
Click 'Create Report' in the upper right corner.
Choose a report type: Single Object (reports on one CRM object like Contacts, Deals, or Companies), Cross Object…
Select the data source — choose the CRM object or activity you want to report on (e.g., Contacts,…
Configure the report by selecting the properties (columns) you want to display and apply any filters to narrow…
Choose a visualization type: table, bar chart, line chart, pie chart, or other available formats.
Click 'Save' and give the report a clear and descriptive name.
Optionally, click 'Add to Dashboard' to include the report in an existing or new dashboard.
How to Use Sequences in HubSpot
This procedure outlines how to create and manage HubSpot Sequences, enroll contacts, monitor sequence performance, and unenroll contacts when needed. Sequences are used for automated outreach including client surveys, email outreach, and follow-up communications.
Navigate to Automation → Sequences in HubSpot.
Click 'Create Sequence' in the upper right corner.
Choose to start from scratch or select a template.
Give the sequence a clear and descriptive name (e.g., 'Client Survey – Monthly').
Add steps to the sequence: click the '+' button to add an email step, task step, or delay…
For email steps, write or select an email template. Make sure to personalise the content using contact tokens…
Set delays between steps to control the timing of each email or task.
Click Save once the sequence is complete.
You're all set! Welcome to the team.
You've completed the HubSpot onboarding guide. If you ever need to revisit any procedure, head to the knowledge base or start this guide over below.