Record customer Sentiments based on Contact / Deal/ Account Activity

Service Hub Customer Feedback Tool
5

Hey there @AGomes59. While you can’t re-enroll in workflows with multiple triggers, you can create separate workflows for each trigger type and have them all update the same properties. This got me thinking and looking into some ideas.

I’d start with a custom property for Sentiment Score. Then I’d think about workflows for each activity type. It’s a bit more work on the front end, but it would potentially have the same effect and be efficient long-term. Here’s what I’d try building:

Email Workflow

  • Create a workflow triggered by “Email Sent” or “Email Received”
  • Add an action to update the “Sentiment Score” property
  • Use “If/Then” branches to check for specific keywords:
    • Positive keywords: Increase score (e.g., +5 points)
    • Negative keywords: Decrease score (e.g., -5 points)

Call Workflow

  • Create a workflow triggered by “Call Logged”
  • Add an action to update the “Sentiment Score” property based on the call outcome
  • Use the “Call outcome” property to determine score changes

Meeting Workflow

  • Create a workflow triggered by “Meeting Scheduled” or “Meeting Completed”
  • Add an action to update the “Sentiment Score” property
  • Use meeting notes or outcomes to determine score changes

Implement At-Risk Flagging

  • Create a new workflow triggered by property change
  • Set the enrollment trigger to “Sentiment Score is known”
  • Add an “If/Then” branch to check if the score is below your threshold
  • If below threshold, update a custom “At Risk” property to “Yes”

Overcoming Re-enrollment Limitations

To address the re-enrollment limitation:

  1. Use “Delay” actions in your workflows to allow time between score updates
  2. Implement a cooldown period before allowing re-enrollment
  3. Consider using HubSpot’s API to update scores externally if more frequent updates are needed

Alternatively, I’d consider looking into using a HubSpot custom score property to implement a sentiment tracking system similar to the one described earlier. Here’s how you can approach it:

  • Create a custom score property called “Sentiment Score”
  • Define criteria for increasing or decreasing the score based on specific keywords or actions like these as examples
    • Positive keywords in emails: +5 points
    • Negative keywords in emails: -5 points
    • Successful meeting: +10 points
    • Missed appointment: -10 points
    • Etc.

I hope this helps spur some workaround ideas for you. I think it’s an exciting track to think about how HubSpot can help us better track sentiment. Maybe it’s an ideas post opportunity!