WF03 · Offboarding & Dropping — Technical Reference
Audience: HubSpot admins and workflow builders. This article covers the logic, list routing, and properties behind the Customer Ending/Offboarding and Customer Dropping workflows. For a plain-language version, see WF03 · Offboarding & Dropping — Team Guide.
Version 1.0 · Last reviewed 2026-10-12 · Content owner: [assign owner] · Source: PGN HubSpot Workflow 3 spec
Workflow shape
Not Continuing or Dropped confirmed → internal notification + task sequence → Software/PinnPlace deactivated
Customer Ending/Offboarding
Entry point: the client is confirmed Not Continuing (Continuation workflow, step 5).
| # | Step | Type | Owner | Detail |
|---|---|---|---|---|
| 1 | Add Client Information | Manual · in HS | Tina Cherry | Now largely automated by the rest of this workflow. Kept as an assigned task for now; likely to be removed once confirmed unnecessary. |
| 2 | Cancel subscription | Task · outside HS | Tina Cherry | |
| 3 | Inform Team of Ending Client | Automation | – | |
| 4 | Change status Current → Past | Automation | – | Routes the client into one of three lists (built by Ken): Current Client: Active, Current Client: Hold, Past Client. |
| 5 | Forever Member list routing | Automation | – | See routing table below. Replaces the old manual tracker-form step. |
| 6 | Deactivate in Software and unassign from Mentor | Task · outside HS | Nicole Silva | All ScaleIt Software tasks belong to Nicole Silva. |
| 7 | Deactivate in PinnPlace | Task · outside HS | Megan Martinez |
Forever Member list routing (Term Length = Forever)
| Membership Status | List |
|---|---|
| Active | Forever Member: Current |
| Paused or Cease Mentored | Forever Member: Hold |
| Ended or Dropped | Forever Member: Past (includes the status qualifier, Dropped or Ended, and the effective date) |
Ken needs to build all three Forever Member lists.
Customer Dropping
Uses the same structure as Offboarding, with a different reason-code property.
Dropped Reason Codes (pinn_client_dropped_code): Non-Payment, Bankruptcy, Business Change (Structure/Partnership), Cost (Membership), Cash Flow, Exit (Business), Fit (Program/Content), Personal Circumstances, Value, MIA (Offboarded).
Emails: the same two-recipient pattern as Cease Mentored/Paused (Workflow 4):
- Internal: Jennifer, Payroll, Accounting
- Mentor: To Mentor, cc Mentor Team and Support
Content states that the client has dropped and is no longer a PGN member as of date.
MIA reason handling
For both Ended and Dropped, MIA is always a manual selection based on staff judgment from mentor reports of client non-responsiveness. There is no automated trigger, except the Continuation no-response path, which sets Not Continuing / MIA.
Related rules
- Mentor Paid Through Date (also applies to Dropped and Ended): an effective date on the 1st–15th sets it to the 15th; an effective date on the 16th–last day sets it to the last day of the month. See Workflow 4.
- Membership Status = Ended triggers the Mentor Pay Review status-driven stop (Workflow 5).
Related: WF03 · Offboarding & Dropping — Team Guide. Questions or corrections? Contact the content owner listed above.