Hello,
What I’m looking to do is to have a field contact attempt that updates each time we call customers and we are not able to connect with them.
The call type is called NA. (note this is not the outcome)
The process for the account manager is to call them and book a meeting, but we often cant speak with the right stakeholder. The process I have in place is 3 calls before you can close it.
I want this automation as the team have large lists of customers to call, so we use the field to move tickets on a ticket board through various stages so they can visually see where things are at.
The field is simply populated with 1/2/3
Populating the 1st attempt is fine, the issue is the other 2.
The issue is that once the call type is tagged as NA, a workflow picks it up as the trigger is being met, even though the call was logged in the past.
I have tried “updated in the last 24 hours” and only enrolling the ticket when the contact attempt is at “1” but this just triggers the next work flow as the conditions are met right away (contact is 1 and call = NA)
I sort of need something else to add to the logic but just cant crack this one
Hi @BrettloweAUS,
You could do this by adding “Last contacted date” as a re-enrollment trigger (the last time a call, email, or meeting was logged on the ticket).
Additionally, you’d filter for the ticket to be associated with an activity of your specifications.
HubSpot would always check whether re-enrollment would correct based on “Last contacted date” but only enroll the ticket if it’s also associaced with a meeting of the type NA with an Activity date within the last 1 day.
In other words, it’s logically redundant but the new redundant criterion allows for re-enrollment.
Best regards!
Yeh this sounds like it could work.
I might try just using this field last contacted. I don’t need to
re-enrol as these are all in separate workflows rather than 1.
But, does the last contact capture email too? If you made a call and
then sent an email would that be an issue?
Also, If your next contact attempt is within 24 hours the won’t work
right? I now recall this tripped me up also. Ie you call later one
arvo then try again the next morning (for what it’s worth I can have
the team update it manually, I’d just love to get this one right)
Hi @BrettloweAUS,
The property captures “the last time a call, email, or meeting was logged on the ticket”.
So yes, double re-enrollment might be an issue which is why I’d recommend additionally filtering for the association to the specified activity.