Record customer Sentiments based on Contact / Deal/ Account Activity

[AGomes59]

I’m seeking assistance with setting up an automated workflow to update customer sentiment scores based on specific activity triggers such as emails, calls, and meetings. The goal is to:

1. Increase or decrease scores based on specific keywords identified in customer emails.
2. Automatically flag customers as "at risk" if their score falls below a defined threshold by updating a property value.

Currently, I’m facing a challenge due to limitations on trigger re-enrollments, which makes it difficult to achieve this workflow effectively.

Could you please provide suggestions or alternative approaches to:

• Register sentiment scores for emails, calls, and meetings.
• Ensure real-time updates to the customer sentiment property based on activity and keyword triggers.

Your guidance on overcoming the re-enrollment limitation would be greatly appreciated.

Looking forward to your suggestions.

Thanks Amit

[danmoyle · Accepted solution]

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!

[AGomes59]

Hi BérangèreL , 

This seems to be a manul input , i would like to create a workflow on the Deals or Contacts to increase or decrease a sentiment score based on specif keywords , which then after a score threshold updates churn/mortality risk field . 

Seem like we cannot re-enroll workflows with multiple triggers . 

i hope this makes sense. 

Images for ref 

look forward to some assistance with workarounds.

Kind regards

Amit 

[BérangèreL]

Hi @AGomes59, thank you for the screenshots and details!

I'd love to put you in touch with some of our Top Experts: Hi @danmoyle, @00000 and @karstenkoehler do you have workarounds you can think of to help @AGomes59, please?

Have a lovely weekend and thanks so much for your valuable contributions! ❤️

Best,
Bérangère

[BérangèreL]

Hi @AGomes59, I hope that you are well!

Thank you for asking the Community!

I have found for you these similar threads that might point you in the right direction:

- The solution from @karstenkoehler on this post "Workflow for keywords in conversation inbox emails"
- The solution from @karstenkoehler on this post "Looking to track sentiment of contact interactions SOLVE"

I'd love to invite our Top Experts to this discussion: Hi @Ben_M, @HubSpot_Corey, @LouiseHare and @Danielle_J do you have suggestions to help @AGomes59, please?

Thanks so much and have a wonderful day!

Best,
Bérangère