Tickets & Conversations

Luis_Bergmann
Membre

Classifying Incoming Emails based on key terms

Résolue

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! 

0 Votes
1 Solution acceptée
NicoleSengers
Solution
Guide | Partenaire solutions Elite
Guide | Partenaire solutions Elite

Classifying Incoming Emails based on key terms

Résolue

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.

Did my post help answer your query? Help the Community by marking it as a solution

Kind regards,
Nicole Sengers

Voir la solution dans l'envoi d'origine

3 Réponses
webdew
Guide | Partenaire solutions Diamond
Guide | Partenaire solutions Diamond

Classifying Incoming Emails based on key terms

Résolue

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
Solution
Guide | Partenaire solutions Elite
Guide | Partenaire solutions Elite

Classifying Incoming Emails based on key terms

Résolue

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.

Did my post help answer your query? Help the Community by marking it as a solution

Kind regards,
Nicole Sengers
GPhilippas
Participant

Classifying Incoming Emails based on key terms

Résolue

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?

0 Votes