Scenario / Question

Why isn’t HubSpot assigning contact ownership when leads book through Calendly routing with HubSpot forms, and how can I set ownership automatically?

Overview

When you use Calendly’s standard HubSpot integration, HubSpot will create a new contact if one doesn’t exist and won’t change the owner on existing contacts. If the contact already exists, HubSpot logs the meeting activity without changing the contact’s details or owner.

With HubSpot forms + Calendly Routing, HubSpot creates the contact at form submission, (before the booking) so by the time the Calendly booking occurs, the contact is “existing.” Per HubSpot behavior in our integration, existing contacts are not reassigned; meeting activity is logged, but the owner remains unchanged. Calendly will not override the existing contact owner in HubSpot. This is part of our default logic to prevent unwanted ownership changes on existing contacts. 

Step-by-Step

1. Confirm expected ownership behavior in the HubSpot integration: When someone books, if the invitee email isn’t in HubSpot, a contact is created; if it is, HubSpot logs activity and does not change owner.
2. Identify your routing pattern: If you route from HubSpot forms and rely on contact ownership to match the booked host, know that ownership won’t be reassigned automatically on existing contacts created at form submit.
3. Use Zapier workflows to update automatically: Trigger on new Calendly invitees and update the HubSpot contact owner using Zapier fields like Invitee Email to locate the contact and set the owner. See Calendly’s Zapier field catalog to identify reliable fields for your Zap, such as Invitee Email (email), Scheduled Event URI (event), and Questions and Answers for any routing data you need to reference.
    

   There are two videos to walkthrough this, the first is the setup for Hubspot + Zapier and the second is specific to setup updating the owner field

   • Updating existing contacts using Zapier: Using Zapier to update existing Hubspot Contacts with Invitee Questions

   • Update contact owner: Assigning HubSpot Owners Using Zapier and Calendly

Key Notes & Limitations

• HubSpot Routing creates contacts at form submission; by the time Calendly logs the meeting, the contact is treated as existing and owner isn’t changed by the Calendly integration.
• For existing HubSpot contacts, the integration logs meeting activity and does not modify the contact’s details or owner.
• Mapping Calendly answers to HubSpot fields via our “map custom answers” guidance relies on HubSpot Workflows and requires HubSpot Professional or Enterprise; existing contacts aren’t updated by these mapping workflows unless you use HubSpot’s own property-editing actions in your workflow logic.
• If Calendly and HubSpot user emails don’t match, HubSpot may mark contact owner as unassigned for newly created contacts.
• Routing with HubSpot lookup requires Managed Events and matching user emails between Calendly and HubSpot.

Related Questions (FAQ)

Q: Can Calendly assign the HubSpot contact owner to match the event host automatically?

A: Not for existing contacts. HubSpot logs meeting activity and won’t change the owner on existing contacts via the integration. Use HubSpot Workflows or Zapier to update the owner post-booking if needed.

Q: If a brand-new lead books without a pre-existing contact, will owner be set?

A: HubSpot creates the contact if the email isn’t already in HubSpot. If the Calendly user’s email doesn’t match their HubSpot email, the new contact’s owner may be unassigned. Ensure emails match to avoid unassigned ownership, and use workflows if you need to set owner explicitly.

Q: How can I route known customers to their existing owner without changing ownership?

A: Use Routing with HubSpot lookup. Configure lookup on the Contact object and route to a Managed Event based on the Contact owner in HubSpot.

Q: What Zapier fields are most useful to update HubSpot owner after a booking?

A: Invitee Email (email) to find the HubSpot contact; Scheduled Event URI (event) and Questions and Answers for context; and event_type fields to branch logic by event type when setting owner.

Links & Resources

• Calendly + HubSpot (Help Center)
• How to set up routing with HubSpot lookup (Help Center)
• Routing with HubSpot lookup FAQs (Help Center)
• How to map custom answers to HubSpot properties (Help Center)
• Zapier fields and labels (Help Center)