Enterprise AMs Managing On-Boarding In HubSpot

External Resources

Full HubSpot User Guide

Managing On-Boarding Tickets Screenshot Guide

Managing On-Boarding Projects Screenshot Guide

Overview

The Enterprise on-boarding process in HubSpot is managed across two interconnected record types: the Intake Ticket and the On-Boarding Project. Understanding how these two records relate to each other is the key to managing your accounts efficiently.

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Part 1: Managing the Intake Ticket

The Intake Ticket is created by Sales and moves through a series of automated stages. Each stage transition generates new tasks for you. Your job is to complete those tasks and, at key moments, manually advance the ticket to trigger the next phase.

Intake Ticket Lifecycle at a Glance

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Step 1: Getting Assigned & Initial Tasks

When a ticket is assigned to you, you'll receive a HubSpot task notification and an email confirmation. Open the ticket — three tasks will be waiting in the Activity feed under Upcoming.

Task 1 — Send Welcome Email to Client Complete this immediately. This is the action that moves the ticket forward to Pre-Intake Preparation and generates your next set of tasks.

Tip: Use the HubSpot Welcome Email template. Type "welcome" in the template search bar when composing your email on the Ticket record. The template auto-populates contact and company fields and includes the intake questionnaire link for the client. You can also access it via the HubSpot Outlook plugin.

Task 2 — Ensure Zoom Meeting Details Are Shared With Client & Confirm Contact Method Complete alongside or immediately after the Welcome Email.

Task 3 — Check In With Specialist Complete at least 1 business day before the intake call.

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Step 2: Pre-Intake Preparation

After sending the Welcome Email, the ticket advances to Pre-Intake Preparation and generates the following tasks. These have a 3-business-day window and are designed to ensure you're fully prepared before the intake call.

• Review Sales Activity Feed — Go to the Company record and review all Sales communications, notes, and recorded calls.
• Pre-Fill Intake Playbook Using HubSpot AI Assistance — Open the Intake Playbook from the Playbooks card on the Ticket record and fill it out using sales notes and questionnaire responses.
• Update Quickbase Account Numbers — Log any CIDs or other Quickbase account identifiers that have been provided.
• Review Client Website & Audit Attribution Points — Audit the client website for forms, phone numbers, tracking pixels, and other attribution points.
• Review Returned Client Questionnaire, If Possible — Check the Activity Feed (filter for Form Activity) or go to Marketing > Forms and search "Intake" to find the client's submission.
• Review Google Ads Platform Performance, If Possible — Review historical performance data if accessible prior to the call.

Finding the Client Questionnaire: If the client filled out the form, find it in the Activity Feed by filtering for Form Activity, or navigate to Marketing > Forms, search for "Intake," and select the form that matches the client's product mix (Paid Search, Paid Social, or both).

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Step 3: Intake Call

One day before the intake date, HubSpot automatically advances the ticket to Intake Call and generates three tasks.

• Fill Out Remaining Intake Playbook Questions During Intake Call — Complete any fields not pre-filled during preparation.
• Link Client GMC to LP Merchant Center Account — Required for Ecommerce clients only.
• Link Meta Business to LP Account — Required for Paid Social clients only.

When the call is complete, mark the final task to advance the ticket:

Mark task complete: "Move Ticket Status to 'Intake Completed' Once Intake Call Is Finished"

Zoom Tip: Schedule the intake call through HubSpot's Zoom meeting scheduler so the call is automatically logged, transcribed, and summarized via ZRA. Use the Meeting action at the top of the Activity panel on the Ticket record.

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Step 4: Post-Intake Tasks

After you move the ticket to Intake Call Completed, a new set of post-intake tasks is generated.

• Create Search Operation in Quickbase — Create the Quickbase record for the new account.
• Update Intake Notes in Quickbase & Mark Intake As Complete — Finalize intake notes in Quickbase.
• Schedule Post-Intake Meeting with Specialist — Set up time to debrief with your PSS and hand off build details.
• Schedule Staged Launch Calls With Client & Send Summary Email — Confirm launch call dates and send a post-intake summary to the client.
• Submit Support Requests, If Necessary — Submit any Code Install, Data Feed, or other support requests needed before the build can begin.

Once all post-intake tasks are complete, mark the final task to activate the build:

Mark task complete: "Move Ticket Status to 'Begin Build' Once Post-Intake Call Work Is Finished"

This is the action that activates the On-Boarding Project and triggers the Specialist's first set of build tasks. From this point forward, the On-Boarding Project is your primary tracking record.

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Part 2: Managing the On-Boarding Project

Once the Intake Ticket moves to Begin Build, the On-Boarding Project is active and in Build In Progress. Enterprise builds are staged — meaning the Specialist builds one campaign set at a time, with each set going through its own Build Review and Launch cycle.

On-Boarding Project Stages at a Glance

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Step 5: Your Tasks During the Build Period

When the project enters Build In Progress and Staged Build Status moves to Build Stage 1, HubSpot generates a set of tasks for you. Tasks vary by product mix but may include:

• Send Data Feed Audit to Client (if Ecomm)
• Send Ad Lab Link & Get Client Creative Approval (if Social)
• Ensure Outstanding PPC Action Items For Launch Are Complete

Mark each task complete on the On-Boarding Project record as you finish it.

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Step 6: Responding to a Completed Build

When the Specialist finishes a campaign set, they submit it for Team Lead review. Once the Team Lead approves, the project moves to Build Completed and you'll receive an automated email:

"A Campaign Set You Are Assigned To Has Been Completed — The 1st Campaign Set for [Company Name] has been marked as "Build Completed"."

This email is your trigger to act. Open the On-Boarding Project and complete your two post-build tasks:

Task 1 — Review Build & Submit Necessary Changes Review the campaign set the Specialist built. Coordinate any revisions directly with them before the launch call.

Task 2 — Mark Campaigns As Launched After the launch call with the client is complete, follow the steps below to officially record the launch.

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Step 7: Recording the Launch on the Service Record

After your launch call with the client:

1. On the On-Boarding Project record, open the Mark Campaigns As Launched task.
2. Navigate to the associated Service record — find it in the Services panel on the right-column sidebar.
3. On the Service record, find the Enterprise Launch section in the left column.
4. Click the Enterprise Staged Launch dropdown and select the appropriate stage:
   • Staged Launch 1 — First campaign set
   • Staged Launch 2 — Second campaign set
   • Staged Launch 3 — Third campaign set
5. Return to the On-Boarding Project and mark the Mark Campaigns As Launched task complete.

What this triggers: Updating the Enterprise Staged Launch property automatically generates a new Optimization Project for the Specialist — the equivalent of marking Week 0 complete in Quickbase. The On-Boarding Project automatically returns to Build In Progress for the next campaign set.

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Step 8: Repeating the Cycle

The Staged Build Status field tracks where the Specialist is in the multi-stage build:

• Build Stage 1 — First campaign set under construction
• Build Stage 2 — Second campaign set under construction
• Build Stage 3 — Third campaign set under construction
• Staged Build Completed — All campaign sets have been built

You'll continue to receive email notifications each time a campaign set is approved. The same two tasks (Review Build and Mark Campaigns As Launched) will be generated for each launch. Once all sets are launched and the final Staged Launch property is updated, the On-Boarding Project closes and moves to Onboarding Completed.

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Part 3: Navigation Quick Reference

Finding Your Intake Tickets

1. Navigate to CRM in the left sidebar.
2. Select Tickets from the dropdown.
3. Filter by Assignee = You and Pipeline = Paid Media Intake Ticket.

Finding Your On-Boarding Projects

1. Navigate to CRM > Projects in the left sidebar.
2. Filter by Pipeline = Paid Media Operations - On-Boarding.
3. Filter by Assigned To = You or use your team's designated Index View.

You can also navigate to an On-Boarding Project directly from the Intake Ticket or the Service record by clicking the associated Project in the Projects section of the right-column sidebar.

Navigating Between Records

All three record types are linked through HubSpot associations. The Service record is the central hub:

• From the Ticket — The associated Service is shown in the Services panel on the right column.
• From the Project — The associated Service is shown in the Services panel on the right column.
• From the Service — The Intake Ticket lives in the Ticket Card, On-Boarding Project appear in the Projects card, and the Company appears in the Companies card.

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Key Automations Reference

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Common Questions

My ticket wasn't automatically associated with the right Service or Company. What do I do? HubSpot automations handle these associations but can occasionally fail. If the Service or Company is missing from your Intake Ticket's right-column sidebar, contact your Team Lead or Tristan Storr directly.

My tasks didn't generate after I completed the previous stage's task. Refresh the page — automations can have a short delay, especially if the automation is clearing a "Send Internal Email Notification" step. If tasks still haven't appeared after refreshing, reach out to your Team Lead or post in the HubSpot Support Teams channel.

The client didn't fill out the questionnaire. What should I do? Use the available sales activity, recorded calls, and notes on the Company record to pre-fill the Intake Playbook as thoroughly as possible. Note in the playbook that the client did not return the questionnaire.

Which Intake Questionnaire form do I use? Match the form to the client's product mix: Paid Search Intake Questionnaire for PPC clients, Paid Social Intake Questionnaire for Social clients, or Paid Search & Paid Social Intake Questionnaire for multi-product clients. If uncertain, check the Paid Media Intake Products field on the ticket.

I launched the first campaign set. When does the Optimization Project appear? The Optimization Project generates automatically when you update the Enterprise Staged Launch property on the Service record. If it doesn't appear within a few minutes of saving, contact your Team Lead.

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Need More Help?

• Detailed Walkthrough: See the full Enterprise AM On-Boarding User Guide
• Specialist Questions: Check with your Product Specialist or Team Lead
• Technical Issues: Contact Tristan or post in the HubSpot Support Teams channel