How to Customize Guided Actions in Hubspot
Guided actions in Hubspot help sales and service teams follow consistent, efficient workflows while working through their prospecting queues. By configuring these steps, you can standardize how reps handle calls, emails, tasks, and follow-ups, ensuring every contact receives a consistent experience.
This article explains how guided actions work in the prospecting workspace, who can customize them, and how to set them up and optimize them for your team.
What Are Guided Actions in Hubspot?
Guided actions in Hubspot are the on-screen prompts that appear when a user opens a record directly from a queue in the prospecting workspace. They walk the rep through each step you want them to complete, one action at a time, until the queue is finished.
These actions can include:
- Making or logging a call
- Sending an email or sales email template
- Creating tasks or completing existing tasks
- Logging a meeting, note, or activity
- Moving to the next queued record
When properly configured, they reduce decision fatigue, increase adoption of your defined process, and improve data quality in your CRM.
Access Requirements in Hubspot
Before you configure guided actions in Hubspot, confirm that you have the correct subscription and permissions. Guided action customization is typically controlled at the workspace and role level.
To manage guided actions, you usually need:
- Access to the prospecting or sales workspace
- Permission to edit settings or templates for that workspace
- Admin or manager-level rights, depending on how your portal is configured
If you do not see guided action settings, contact your Hubspot administrator to review your user permissions.
Where Guided Actions Appear in the Prospecting Workspace
Guided actions appear when a user is working a queue in the prospecting workspace. As they open each record, a side panel or highlighted area suggests the next best action based on the configuration you have set.
These suggestions can include:
- Action cards showing what to do next
- Buttons to execute or log that action quickly
- Contextual details from the contact, company, or deal record
The order and type of suggestions come from the guided action configuration you create in your Hubspot settings.
How to Customize Guided Actions in Hubspot
Customizing guided actions in Hubspot is done from your prospecting settings. The process generally follows these steps.
Step 1: Open Hubspot Settings for Prospecting
- Log in to your Hubspot account.
- Navigate to the main settings area from the top navigation bar.
- Locate the sales or prospecting section in the left sidebar.
- Select the option related to queues, sequences, or prospecting workspace configuration.
In this area, you will find controls for queue behavior and guided action rules.
Step 2: Choose the Queue or Workspace
Guided actions can often be configured per queue or per workspace, depending on your account. To ensure the right process is applied:
- Select the specific queue (for example, New Leads, Follow-Up, Renewal Outreach).
- Confirm whether the customization will apply to all users or only to selected teams and roles.
This allows you to create tailored flows for different sales motions within Hubspot.
Step 3: Define the Sequence of Guided Actions
Next, design the order in which you want reps to complete actions when they open a record from the queue.
- Add the first action. This might be a call, email, or quick review step.
- Specify conditions. Some actions may only appear if certain record properties meet your criteria.
- Set follow-up steps. For example, log a note, create a task, or schedule a meeting after the main outreach.
- Determine completion rules. Decide whether the contact should remain in the queue or move to another workflow after the last guided action.
Keep the number of steps reasonable so that users can move through guided actions quickly and efficiently.
Step 4: Configure Conditional Logic (If Available)
Depending on your Hubspot subscription and tools, you may be able to apply conditional logic to guided actions. This lets you show different actions based on record attributes.
Examples of conditional logic include:
- Show a “qualification call” step only if the lifecycle stage is Lead.
- Prompt a “renewal review” step if the deal close date is approaching.
- Display “send follow-up email” only if last contacted date is more than a set number of days ago.
Use this logic to keep guided actions relevant and avoid overwhelming reps with unnecessary steps.
Step 5: Save and Assign Your Guided Action Flow
After you configure the sequence and logic, save your guided action settings. Then, assign the configuration to the proper queues, teams, or users inside Hubspot.
Common assignment options include:
- Apply to all users working a specific queue
- Apply to certain teams, such as SDRs or account executives
- Limit to particular roles, for example, outbound-only reps
Check that your assignments match your intended workflow before you roll them out broadly.
Best Practices for Guided Actions in Hubspot
To get the most value from guided actions in Hubspot, follow these best practices when designing and maintaining your flows.
Keep Each Hubspot Action Focused
Each guided step should help the rep complete one specific task. Avoid combining too many requirements into a single action card. Clear, focused steps reduce friction and make it easier for users to move through large queues.
Align Guided Actions with Your Sales Process
Map the guided steps directly to your actual sales process:
- Identify your key touchpoints: first outreach, follow-up, qualification, proposal, and handoff.
- Translate each touchpoint into a concrete, trackable guided action.
- Ensure properties such as lifecycle stage and lead status are part of the flow.
When the process and the in-app guidance match, adoption and data quality both improve.
Test Guided Actions in a Hubspot Pilot Group
Before rolling out new guided actions across your organization, test them with a small group of users in Hubspot.
- Select a pilot team or a few experienced reps.
- Have them work real queues using the new guided actions.
- Gather feedback on clarity, speed, and usefulness.
- Adjust step order, labels, or conditions based on the feedback.
Iterating with users helps you avoid confusion and ensures the actions truly match real-world workflows.
Monitor Performance and Optimize Regularly
Use Hubspot analytics and activity reports to review how guided actions are performing:
- Track completion rates for guided steps.
- Check whether certain steps are frequently skipped.
- Compare productivity metrics (calls made, emails sent, tasks completed) before and after implementation.
Use these insights to refine the sequence, remove low-value steps, or add new actions where needed.
How Guided Actions Interact With Other Hubspot Tools
Guided actions work best when they are aligned with other automation and CRM tools in Hubspot.
- Sequences: Use guided actions to support manual touches that happen between automated sequence emails.
- Workflows: Trigger property changes or queue enrollment based on workflow logic, then let guided actions direct the human work.
- Lead scoring: Prioritize which contacts enter a guided queue based on engagement and fit.
Thinking holistically about your sales tech stack ensures guided actions support, rather than conflict with, existing automation.
Next Steps and Additional Resources
To deepen your technical setup, optimization, and overall strategy beyond the basics of guided actions, you may want support from specialized consultants. You can explore more strategic CRM and marketing operations services at Consultevo.
If you want to read the official product documentation and feature-specific details, review the original guide on customizing guided actions directly on the Hubspot knowledge base: Customize guided actions in Hubspot.
By thoughtfully configuring guided actions, aligning them with your established processes, and reviewing performance over time, you can turn the prospecting workspace into a consistent, repeatable engine for high-quality outreach.
Need Help With Hubspot?
If you want expert help building, automating, or scaling your Hubspot , work with ConsultEvo, a team who has a decade of Hubspot experience.
“`
