Contact Status & Automated Follow-Up
- Contact Status replaces the Lasso Rating. It is more detailed than the Lasso Ratings.
- Contact Status is an automated rating based on Design Consultant and General Manager input and actions — mainly the three qualifying questions below, meetings in HubSpot, and the Account Portal.
Contact Status and Deals
Contact Status reflects the customer's overall position. Deal stages track progress after a Sale. The Deal is added to HubSpot when the sale is started in HubSpot and completed in the Account Portal; Booked is then set by the Account Portal.
Qualification Questions
HubSpot includes three key qualifying questions that drive many of the Contact Statuses.
If Negative Disposition is set to anything other than empty, it will override any other qualifying question.
Customer’s Land Status
- Connected but UnknownContact has been made with the customer, but their land status has not yet been determined.
- Owns or Has Access to Land
- Looking for Land
- Does Not Own Land
Financial Path to Purchase
- Connected but UnknownContact has been made with the customer, but their financial path to purchase has not yet been determined.
- Yes
- No
Negative Disposition
- Lost
- No Response
- Out of Area/Spam
Contact Status Guide
These are not sequential steps. Lost, No Response and Out of Area/Spam are alternative outcomes that can apply at any point.
Automated Emails
HubSpot sends two types of automatic emails when a new Contact is added.
Marketing Marketing emails
- Professional, with nice colors and images
- One theme per email
- Sent from hello@ubh.com, not the Design Consultant
- Continue to be sent unless the customer opts out
- Replies are added to the Contact record
1-1 1-1 emails
- Designed to be conversational and personal
- Sent by the Design Consultant
- Continue until contact is made (email, phone call, SMS) or the customer opts out
- Not sent to call-in or walk-in Contacts
1-1 emails stop when contact is made. Marketing emails continue unless the customer opts out.
Email Schedules
This schedule assumes no direct contact is made and no opt-out. The corporate welcome is immediate; the first 1-1 email follows after a 15-minute delay.
- Day 1MarketingImmediate
New Contact Corporate Welcome
- Day 11-115 minute delay
Thanks for reaching out
- Day 21-1
What would be most helpful now?
- Day 41-1
Your free Land Assessment
- Day 61-1
Questions about financing your new home?
- Day 8Marketing
Building on your land doesn’t have to feel complicated
- Day 121-1
Have you found a plan you like?
- Day 18Marketing
See what your future home could look like (Higharc)
- Day 281-1
A few things to consider when choosing a builder
- Day 35Marketing
Why fixed price matters
- Day 48Marketing
A different way to finance a new home
- Day 601-1
Are you still thinking about building?
- Day 70Marketing
From floor plan to your new home
- Day 90Marketing
Homeowner story
- Day 120Marketing
Why UBH?
Follow-up expectations
Automated emails do not replace personal follow-up. Every contact in a New, Connected, Qualified, or Sale status must have a documented next step, a responsible person, and a follow-up date. Once a Deal exists, manage follow-up through the associated Deal.
After every conversation
- Update Customer’s Land Status and Financial Path to Purchase with what you learned.
- Schedule (or mark completed) the meeting in HubSpot so the Qualified status follows.
- Set Negative Disposition only when Lost, No Response (GM/RGM decision) or Out of Area/Spam applies.
- Record the next step, responsible person and follow-up date.
Lasso Rating → Contact Status
The Lasso Rating is retired. The only direct equivalent given in the training is Lasso N = New | Need Connection. Other statuses are more detailed than the Lasso Ratings, so do not map them one-for-one.
Practice: which status?
1. A new online inquiry just arrived and no one has spoken with the customer yet.
2. You spoke with the customer. Land Status = Owns or Has Access to Land, but Financial Path to Purchase = Connected but Unknown.
3. Land Status = Owns or Has Access to Land and Financial Path to Purchase = Yes. No meeting has been scheduled.
4. The same customer now has a meeting scheduled in HubSpot.
5. A qualified customer tells you they signed with another builder.
6. An online lead replied to your email on Day 3. Which automated emails continue?
7. A walk-in contact was entered at 10 am. When do they get the first email?
8. The account was booked in the Account Portal. Do you change Contact Status to Booked?
Open questions under review
- Earlier guidance said a contact moves to No Response after 30 days of documented outreach. The November 2026 training says the GM and RGM decide, after all required follow-up efforts. The 30-day rule has been removed here — confirm whether it still applies.
- When the qualifying questions match more than one Connected status (for example Land Status = Connected but Unknown and Financial Path = No), the training does not say which status wins.
- The training does not say whether Design Consultants can still change Contact Status by hand, or only through the qualifying questions.