Automatically Create Handoff Notes from Sales to Onboarding in HubSpot Using Fathom

Why Sales-to-Onboarding Handoffs Matter (and Where They Go Wrong)

When sales teams close a deal, the onboarding team is next in line to deliver value to your new customer. But what happens when the handoff between these teams is messy?

→ Critical information is missed: Sales teams uncover valuable context—pain points, key stakeholders, and urgent triggers—but it doesn’t always make it to onboarding.

→ Repetition frustrates customers: Customers hate answering the same questions they’ve already shared with sales.

→ Teams lose time: Onboarding teams scramble for context, delaying time-to-value.

Automating your handoff process ensures onboarding teams have everything they need without any extra effort from sales reps. Using Fathom and HubSpot, you can create a seamless workflow that brings sales insights straight into your onboarding pipeline.

Here’s how to set it up:

Step 1: Make Sure Fathom is Connected to HubSpot

Start by ensuring your team is using Fathom to record their sales calls and that Fathom is connected to your HubSpot account.

This integration will let you easily move sales insights captured on calls into HubSpot properties.

*You'll also need to be on Fathom's Team plan to automatically sync call notes into HubSpot properties.

Step 2: Set Up Your Handoff Properties in HubSpot

Before automating the process, you’ll need to create properties to store the sales insights that will be handed off.

For this example, we’re loosely following the SPICED sales qualification framework, which focuses on key areas of customer buying context. We're only copying over the properties that are relevant to the handoff here:

→ Customer Pain Points (Pain)

→ Business Impact of Pain Point (Impact)

→ Customer Reason for Change (Critical Event)

→ Decision Makers (Decision Process)

These properties ensures your onboarding team understands:

→ What challenges the customer faces.

→ How those challenges affect their business.

→ Why they’re prioritizing a change now.

→ Who is involved in the decision-making process.

Step 3: Configure the Property Sync from Fathom

To sync deal information directly from Fathom recordings into HubSpot properties:

→ Navigate to a deal in Fathom (it doesn't matter which one for setup purposes)

→ Hover over the heading inside the Summary that you'd like to map

→ Click Map to HubSpot

→ Check the field you'd like the heading to map to

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Step 4: Set Up the First Workflow – Creating the Onboarding Record

In this step, we’ll automatically create a new onboarding record when a deal is marked as “Closed Won.”

→ Go to Automation > Workflows in HubSpot.

→ Create a new deal-based workflow.

→ Set the trigger to: Deal Stage = Closed Won.

→ Add an action to Create a New Deal (or use tickets/custom objects for onboarding if that fits your process better).

→ Copy over any relevant properties from the original sales deal to the new onboarding record.

This workflow ensures that as soon as a deal closes, a new onboarding record is ready to go—complete with key details already populated.

Step 5: Set Up the Second Workflow – Creating the Handoff Note

Now that the onboarding record is created, let’s add a note containing all the handoff details.

→ Create a new deal-based workflow with the trigger: Onboarding deal is created.

→ Add the Create a Note workflow action (this is a brand new feature in HubSpot, currently in Beta).

→ Inside the note, add the handoff properties you need:

1. Customer Pain Points
2. Business Impact of Pain Point
3. Customer Reason for Change
4. Decision Makers
5. Format the note to make it readable for the onboarding team.

Here’s an example notes template that we set up inside the workflow action:

Note: spend the little bit of extra time to format the note with bold text, emoji, and line breaks to make it more readable for your teams!

And here's what the note looks like inside the actual onboarding record:

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Step 6: Turn On Both Workflows

Once both workflows are live:

→ A new onboarding record is created as soon as a deal closes.

→ A note with all sales handoff details is automatically added to the record.

No additional effort is required from your sales team, and your onboarding team has all the context they need to kick off onboarding successfully.

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It’s a win-win:

→ Sales teams save time and stay focused on closing deals.

→ Onboarding teams hit the ground running with clear insights into the customer’s priorities and challenges.

Bonus: Build Your Onboarding Command Center with Arrows and Fathom

Want to level up your onboarding experience even further? Combine this process with Arrows to build a centralized command center for onboarding.

→ Follow the steps from our guide on Building an Onboarding Command Center in HubSpot.

→ Add the Fathom CRM card to the middle panel in HubSpot. This card lets your team view all call recordings with the customer’s company directly from HubSpot.

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With this setup, your onboarding team has everything they need in one place:

→ Automated handoff notes with all necessary insights uncovered during sales.

→ Customer call recordings for additional context.

→ A structured plan to guide the customer through onboarding.