Classifying Incoming Emails based on key terms

[Luis_Bergmann]

Hi Guys, 

I searched a bit through the HubSpot Knowledge Base, Community, and so on but couldn't find a solution to an issue we are facing. 

Our company is fast growing (yay) which means we are handling an influx of incoming conversations (emails, forms) started by our customers.

To better prioritize their daily work we would like to classify incoming conversations based on certain keywords within the thread.

For example, a customer is threatening to terminate the contract, we want to react fast in those cases and minimize the churn. 

I couldn't find a way to: 

a) prioritize them automatically within the inbox
b) set up a workflow that reacts based on conversation content 
c) integrate a third-party tool from the app marketplace which does one of the above 
d) any other options?

Are there currently any capabilities within HubSpot that allow me to make such classifications? 

Thanks a lot for your help! 

[webdew]

Hi @Luis_Bergmann ,

There isn't any way to priortize these emails in inbox, but you can create a workflow with the trigger Email Subjact contains (put some words that you want for the red flag)
and then add those contacts into a list and then can check the list on daily basis or add any other suitable action.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.

Thanks and Regards.

[NicoleSengers · Accepted solution]

Hi @Luis_Bergmann 

You are able to use a workflow that can recognise terms in the email subject line or body.

This would be done by using the activity filter: email subject lines contains "word" or Email body contains "word". This could then flag priority and trigger actions in tickets. 

There is no way to flag priority within the inbox but the ebove should assit with that.

[MJukes]

Hi, 

Would you (or someone) be able to clarify on where these filter are?  Looking in Workflow (Converastion based) I see nothing.  I'm looking to change Pipeline status based upon email subject or content.  

Many thanks

Mike

[JScott12]

Hi Mike did you receive a response on this? 'Activity' based workflows don't look like they exist any longer and Conversations workflows don't contain a subject or body filter. Can someone help please?

[MJukes]

Hi @JScott12 

Under Triggers,  "when Filter criteria is met"  then choose "Activity" as the object and you'll find the email flters there.

I hope this helps.

Mike

[GPhilippas]

Beyond Hubspot's own limitations, I am curious to know if there may be any apps that function in flagging priority conversations within the inbox?