What is it?

Process guides are a new way for admins to guide reps through structured, step-by-step workflows during live calls or when capturing data in HubSpot Smart CRM. Unlike playbooks that provide static resources and content, process guides create dynamic, interactive workflows that adjust based on rep inputs, enable reps to complete the right actions during fast-paced calls, and automatically update CRM data without extra effort.

Why does it matter?

Sales reps on fast-moving calls need a way to log accurate data and follow best practices during live calls—and admins need a way to ensure this happens. While playbooks provide helpful reference material, they're static. Process guides give reps an interactive framework that walks them through the right actions in the right order.

Process guides use dynamic fields and conditional logic to automatically update linked property fields and improve data confidence in one place. This helps reps follow best practices consistently by creating structured, intuitive workflows that are easy to use during calls and result in accurate, usable data. Better data quality and more predictable rep behavior means no need to clean up data after the fact.

How does it work?

Process Guides are designed to be lightweight for reps and powerful for admins. To create a process guide, you must have admin permissions.

1. Go to CRM > Playbooks > Start a process guide.

2. In the process builder, click New process > From scratch.

3. Name your process and select which record type you want to launch from. Click Create.

4. Build your guide by adding questions with property-linked fields, instructions with rich text, conditional sections, and flexible actions such as updating, creating, or associating records.

5. When you're done, click Publish for your process guide to go live.

Adding the cards:

1. Go to the record you created a process guide for (e.g. Company).
2. Click Customize > select the view > Add card > Card library > Search for process guide > Add card.
3. Click Save and exit to see the card on the record.

To launch a process guide:

1. Open a Contact, Company, Deal, Ticket, or custom object record that you created the guide for.

2. Click the process guide to launch it.

3. Submit the required information.

4. Choose to log a call/note or go to the record.

5. You can view the timeline event with submission information.

Who gets it?

Sales Hub Professional, Sales Hub Enterprise, Service Hub Professional, Service Hub Enterprise