topic Re: Number of phone calls from contact past 90 days in Dashboards & Reporting

Number of phone calls from contact past 90 days

JBoger — Fri, 05 Jul 2024 18:35:20 GMT

We are looking to create a workflow that will send an internal email to managers when a contact has called or emailed us more than 10 times in 90 days. Any thoughts on what filters are available in HubSpot that would allow us to create this workflow?

Creating the workflow to send the internal email is not an issue. It's coming up with the filters to trigger enrollment in the workflow that we are struggling to come up with. We need to be able to do a total count of all phone calls and emails for contacts, and enroll the contact in the workflow when the total number of phone calls and emails is greater than 10 over the past rolling 90 days.

Re: Number of phone calls from contact past 90 days

Humashankar — Fri, 05 Jul 2024 20:42:39 GMT

Hi @JBoger

Try to create two custom properties in HubSpot

"Total Calls (Past 90 Days)" and "Total Emails (Past 90 Days)", which will store the number of phone calls and emails from a contact within the last 90 days, in turn.

So therefore, set up two separate workflows - Phone Call Workflow and Email Workflow - that trigger when a new phone call or email activity is logged for a contact.

These workflows update the respective custom properties and enroll contacts in the main workflow if the value exceeds 10.

The main workflow can then perform the requested action, such as sending an internal email notification to managers.

With this workflow setup you will be able to count phone calls and emails together within a specific timeframe and trigger workflows based on the combined activity.

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards

Re: Number of phone calls from contact past 90 days

karstenkoehler — Sat, 06 Jul 2024 04:39:25 GMT

@Humashankar workflows don't allow for reenrollment based on activities such as emails, how exactly do you propose to work around that? Your reply skips over that part.

Re: Number of phone calls from contact past 90 days

Humashankar — Sat, 06 Jul 2024 12:11:37 GMT

Hi @karstenkoehler

Thanks for highlighting that point - agreed, with that constraint we can't move forward.

Am trying to find other options to attain this by creating a static list that captures for contacts exceeding the threshold.

Let me figure out and keep you posted in the thread.

Regards

Re: Number of phone calls from contact past 90 days

Jnix284 — Sun, 07 Jul 2024 13:31:57 GMT

@JBoger what you're trying to do isn't possible with the current limitations for workflow enrollment based on activities as @karstenkoehler mentioned and despite @Humashankar trying to find a workaround solution, even with a CCA (custom coded action with Ops Hub Pro+) this wouldn't be possible.

There is likely a solution possible via the API, which would require developing an app integration to send over the activity, track the volume and date range, and then trigger a notification - this would be over-engineering a solution at a great expense that can likely be solved in a different way.

What's the goal of having the internal managers notified? what action will they take? what value are you gaining by identifying these contacts - those that call or email 10+ times in 90 days? is this a good thing? or a concern? are these sales leads? or support customers?

Re: Number of phone calls from contact past 90 days

JBoger — Mon, 08 Jul 2024 13:17:11 GMT

We are trying to identify customers that are having support issues. The 10 calls/emails in 90 days number was just an arbitrary number. The actual numbers have yet to be decided. We need to be able to identify these customers that have made several contacts to us in a short amount of time so a manager can escalate the issue they are having and get it resolved in a timely manner.

For us, we do not expect to see a large number of phone calls or emails from a customer over a short period of time. If that happens, that typically means there is a problem that has not been addressed properly and should be escalated to a manger for quick resolution. That is what we are attempting to resolve with this.

Re: Number of phone calls from contact past 90 days

karstenkoehler — Mon, 08 Jul 2024 13:20:46 GMT

@JBoger unintuitively, like @Jnix284 said, that's currently not possible. Especially with escalating issues, there might be more than 1 email, more than 1 phone call per 24 hours. The typical workaround (re-enrollment based on list membership of contact having had an associated activity within the last 1 day) does hence not work.