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Client Hub Communications Overview

A guide to using the Client Hub communication workflow in HubSpot, including how to progress records through the pipeline.

Client Hub Communication overview

Overview: This is a guide on how to navigate the Client Hub communications workflow and how to move the records through the pipeline.

Scope: This SOP applies to all employees and departments throughout the business  

Business Units:  

Voly Yachting 
PinPoint Works 
workrest 

Departments: Account Management  

Enrollment
Each Primary Contact that is associated with a Product Subscription will create a Client Hub Record. So if you have 1 "Primary Contact" associated to a Product Subscription, 1 Client Hub record will be created. If you have 2 "Primary Contacts" associated to a Product Subscription, 2 Client Hub records will be created. 


Call Logging

Once you have successfully communicated with a client that has a Client Hub record, you will log the call outcome and note a breakdown of the conversation within Activities and Log Call.

Within the Client Hub record go to "Activities" and make or log calls. When selecting the “Log Call” button you will see the below pop-up:

Screenshot 2025-07-21 at 13.17.24

A Successful call:

For the Client Hub Record to move through the relevant stages within the Client Hub pipeline, you wil be required to log the call against the correct criteria. The Criteria can be found below:

Call Outcome

  • Connected
Type
  • Check In - Call
  • Check In - WhatsApp

Direction

  • Outbound
  • Inbound

Non-successful call

When speaking with the relevant contact within the Client Hub Record, which is outside of the monthly call, you will be logging the Call Type as anything other than, “Check In - Call” or “Check In - WhatsApp”


Association
Please see the association piece within the Client Hub overview


Stage breakdown

Call Preparation - Once you complete your initial communication with a client, you will determine their preferred contact ratio (default is 1 month). Five days before that specified date, your record will change from “Completed” to “Call Preparation”, to give you visibility of your working week.

Call 1 - On your set date, the record will move into the “Call 1” stage and a task will be assigned to you to contact the client

TASK: Check in call 1

Call 2 - 5 days after your initial call, the record will move into the Call 2 stage and a task will be assigned to you to contact the client

TASK: Check in call 2

Call 3 - 5 days after your 2nd call attempt, the record will move into the Call 3 stage and a task will be assigned to you to contact the client
TASK: Check in call 3

On the final call, you will either log a successful call outcome, or communicate with the client via email.

Summary of Call
Your Client Hub record will move to this stage if you have connected and a task will be assigned to you to summarise the call.
  • Set the "Contact | Ratio" property 
  • Complete the task "Unsuccessful call - check in email"
  • Once task is complete, the record will move to the Completed stage and send out the NPS survey

Summary of Email
Your Client Hub record will move to this stage if you have not connected and a task will be assigned to you to summarise updates
  • Set the "Contact | Ratio" property to 1-Month
  • Complete the task "Unsuccessful call - check in email"
  • Once task is complete, the record will move to the Completed stage and send out the NPS survey

Completed
Once you have successfully completed a call, the Client Hub record will move into the completed stage, where it will stay until the agreed contact date, when it will move into the Call Preparation stage.