Record customer Sentiments based on Contact / Deal/ Account Activity
SOLVE
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:
Increase or decrease scores based on specific keywords identified in customer emails.
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.
Record customer Sentiments based on Contact / Deal/ Account Activity
SOLVE
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:
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:
Use "Delay" actions in your workflows to allow time between score updates
Implement a cooldown period before allowing re-enrollment
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!
Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!
Record customer Sentiments based on Contact / Deal/ Account Activity
SOLVE
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:
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:
Use "Delay" actions in your workflows to allow time between score updates
Implement a cooldown period before allowing re-enrollment
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!
Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!
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 .
Record customer Sentiments based on Contact / Deal/ Account Activity
SOLVE
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! ❤️