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SOP | Send HubSpot Task to Another Agent

This SOP covers creating a HubSpot Task and assigning it to another agent (a Specialist, teammate, or another department) so that a specific action item is tracked, owned, and completed without losing visibility on the originating ticket or record.

Owner: Guest Experience

Last Updated: 09-15-26


Field

Details

Applies To

TASK::Agent Handoff

When to Use

Use this SOP any time you need another agent — most commonly a Destination Wedding Specialist — to take a specific action that falls outside your own role, such as manually booking a reservation, reviewing a rate exception, or following up on a supplier issue. It covers creating the task, filling in the required fields, associating it with the correct record, assigning it to the right agent, and confirming the handoff.

Tools

HubSpot, Zapagents CRM

Category

Task Management

Team

Client Experience
What's Covered
  1. Overview
  2. Creating a HubSpot Task
  3. Assigning the Task to Another Agent
  4. Associating the Task with the Correct Record
  5. Notifying the Assigned Agent
  6. Task Follow-Up and Closure

 

1. Overview

This SOP outlines the policies and procedures for creating and sending a HubSpot Task to another agent.


  • Creating a HubSpot Task with the required fields
  • Choosing the correct task type (Call, Email, or To-Do)
  • Associating the task with the correct ticket, contact, or reservation record
  • Assigning the task to the correct agent or queue
  • Notifying the assigned agent of the handoff
  • Following up on and closing out the task once complete

2. Creating a HubSpot Task

Follow these steps whenever a specific action needs to be handed off to another agent rather than handled directly.


  • Step 1: Open the record the task relates to (ticket, contact, or reservation)
    • Confirm you are on the correct record before creating the task so it is automatically associated
  • Step 2: Click "Create Task" from the record's activity panel
    • This can also be done from the Tasks tab in the left-hand HubSpot navigation using "Create Task," then manually associating the record in Step 4
  • Step 3: Enter a clear, descriptive task title
    • Use the format: [Action Needed] – [Guest/Group Name]
    • Example: Manually book reservation – Smith Wedding Group
  • Step 4: Select the correct Task Type

Task Type Guide


Task Type

Use When

To-Do

The task requires an action in HubSpot or the Zapagents CRM with no guest contact needed

Call

The assigned agent needs to call the guest or a supplier to complete the action

Email

The assigned agent needs to send or respond to an email to complete the action

  • Step 5: Write clear instructions in the task Notes field
    • Include what needs to be done, any relevant record numbers, and why the task is being handed off
    • Do not assume the assigned agent has full context — write the note as if they are seeing the situation for the first time

⚠️ ReminderA vague task title or empty notes field is the most common reason a handoff gets delayed. Always write the note as a standalone explanation, not a shorthand reminder to yourself.
3. Assigning the Task to Another Agent
  • Step 1: In the task's Assignee field, search for and select the correct agent
    • If the task is for a Specialist and you don't know who is assigned to the group, check the Zapagents CRM group record for the assigned Destination Wedding Specialist
  • Step 2: Set the Due Date
    • Base the due date on urgency (same day for time-sensitive items, otherwise within 1–2 business days)
  • Step 3: Set the Priority (High, Medium, or Low)
    • Reserve High priority for items with a supplier deadline, payment deadline, or guest-facing time sensitivity
  • Step 4: Click Save to create the task

 

4. Associating the Task with the Correct Record
  • Step 1: Confirm the task is associated with the correct ticket, contact, and/or reservation
    • If the task was created from within a record, this happens automatically
    • If created from the Tasks tab directly, add the association manually before saving
  • Step 2: Link the Zapagents CRM group or reservation number in the task notes if it is not already associated as a record
    • This allows the assigned agent to locate the correct booking without needing to ask for additional details

ℹ️ Key InformationA task with no record association is difficult to trace back to the original ticket. Always associate the task to a record before assigning it, even if the details are also written in the notes.
5. Notifying the Assigned Agent
  • Step 1: Confirm HubSpot's automatic assignment notification was sent
    • Assigning a task automatically sends the agent an in-app and email notification
  • Step 2: For time-sensitive or high-priority tasks, follow up directly
    • Send a direct message to the assigned agent with a link to the task
    • Do not rely on the automatic notification alone if the item is urgent
  • Step 3: Leave the original ticket status as "Waiting on Internal Team" if the ticket cannot move forward until the task is complete
6. Task Follow-Up and Closure
  • Step 1: The assigned agent completes the action and marks the task as complete in HubSpot
  • Step 2: The assigned agent adds a note to the task or record summarizing what was done
  • Step 3: The original agent checks the task status before proceeding with the ticket
  • Step 4: If the due date passes with no update, follow up directly with the assigned agent before escalating to a manager

✓ GoalEvery task should be traceable from creation to completion: who requested it, why, who completed it, and what was done.