The Workflow That Sends a Follow-Up Email the Second a Playbook Closes

Step 4: Configure re-enrolment settings

Because account managers will run this playbook multiple times (one check-in per client, potentially multiple times per year), you want contacts to re-enter the workflow each time.

1. In the enrolment settings, enable re-enrolment
2. Confirm that contacts can re-enter when the Playbook log event occurs again

This means every time an account manager completes the playbook for a contact, the follow-up email will send.

Step 5: Add the follow-up email action

1. Click the + icon under your trigger to add an action
2. Select Send email (under the Communication category)
3. Choose or create an email template for your follow-up

Email template example

Subject line: Thank You for Checking In with [Contact Owner]

Body:
Hi [Contact First Name],

Thank you for taking the time to check in with us recently. We appreciate your continued partnership and wanted to follow up with a survey as mentioned.

[Link to Survey]

If you have any questions or need anything else, just reply to this email.

Best regards,

[Your Name]
[Your Title]
[Your Contact Information]

Key tokens to include:

• [Contact First Name], personalises the greeting

• [Contact Owner], shows who called

• [Your Name], [Your Title], [Your Contact Information], sender details

You can also add:

• A link to a survey or feedback form.
• Next steps or action items from the call.
• A calendar link to schedule the next check-in.

If the playbook needs to write to properties while the call is still happening, that is a separate build. We have covered customising the record so a playbook captures the right properties mid call.

Why this send does not need marketing consent

Worth being clear about what you are sending here. The Spam Act 2003, which ACMA enforces, governs commercial electronic messages: the ones that offer, advertise or promote something. A short factual note to an existing client after a meeting you both attended, thanking them and linking to the survey you mentioned on the call, is not one of those.

Add a pitch and it becomes a commercial message, which needs consent, sender identification and a working unsubscribe. Keep the follow-up factual and it stays a record of the conversation. A cold nurture sequence is a different build with a different consent question, so do not use this one as the pattern for that one.

Step 6: Test the workflow before going live

1. In the top right of the workflow editor, click Test
2. Select a contact record
3. Manually run the Account Check-In playbook for that contact
4. Confirm that:
   • The workflow enrols the contact.
   • The follow-up email is sent.
   • The email contains the correct personalisation tokens.

Check the contact's Activity tab to see the email logged.

Optional enhancements

Once the basics work, you can extend this:

• Add a task reminder: after the email sends, create a task for the account manager to follow up in 7 days if no response.
• Update a property: set a "Last Check-In Date" property so you can track cadence.
• Branch by outcome: if your playbook logs a specific outcome (e.g. "renewal discussion"), branch the workflow to send different emails, or hand the contact straight over by triggering the next sequence off the call outcome itself.
• Add to a list: automatically add the contact to a "Recently Checked In" list for reporting.

What this workflow achieves

• Trigger: Account manager completes the Account Check-In playbook.
• Re-enrolment: Contacts can re-enter every time the playbook is completed.
• Action: Automatically send a follow-up email to the client.
• Result: Consistent, timely follow-up with zero manual admin.

The value of that is repeatability rather than the ten minutes it saves any one person. An account manager running four check-ins a day will write four different follow-ups, some of them tomorrow, and nobody is auditing which client got the good one. This makes the answer the same every time.

It does assume a shared playbook library that the whole team runs the same way. A single rep improvising their own check-in gives the trigger nothing to fire on, so get the playbook standardised first.

Wrapping Up

Playbooks standardise how your team runs client interactions. Workflows make the follow-up just as consistent and just as quick. Together they mean the check-in and the email after it happen the same way for every client, whether you have five account managers or fifty.

This is the small version of a bigger job. If you are setting the whole thing up, read it next to managing a whole sales team's playbooks and SLAs in HubSpot.

Want more automation tips, workflows and HubSpot builds like this one? Have a look at our RevOps and HubSpot work, or contact us.

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