Data changed confirmation email

[LeoNijs]

Hi all,

No similar post found yet. This one is a tricky one for me:

Our customer service reps like to send out an automated e-mail when they speak to an existing customer and change their data. From address, to IBAN numbers to changes in custom properties. The thought of the e-mail is to confirm that the particular data has changed. 

The idea is to tell which properties are changed, without telling in what they have changed. We'd like to say that we changed their IBAN or creditcard number, but not the number itself ofcourse. 

I don't want to set up an automation for every field with a connected e-mail. But I don't see how I can work with tokens in this one. 

Someone any ideas?

Thank you,

Leo

[TomM2 · Accepted solution]

Hi @LeoNijs I'd probably set up workflows and custom properties to do this. For example I'd have custom checkbox properties for each other property. So Something like: 

1. Is Iban updated?

2. Is Account no. updated? 

etc. 

You could set up a workflow to enroll contacts each time one of the main properties is updated to set the checkbox to checked. So something like "iban property has been updated" then "set property value "is iban updated? to yes" 

Then you could set tokens based on these checkbox properties. So you could have something like: 

The following properties have been updated:

Iban: {{is.iban.updated}}

Account no: {{is.accountno.updated}}

So these will populate yes if updated. 

[danmoyle]

I think I'd follow Tom's path here as well. +1. 

[PamCotton]

Hey @LeoNijs, thank you for posting in our Community!

This can be tricky, but you can use conditional tokens in HubSpot email templates to check if a certain field was updated and include a corresponding message. For example, {{#if contact.iban_changed}}We have updated your IBAN number.{{/if}}. Alternatively, create a custom property in HubSpot that updates whenever key fields change and include this summary in the email. You can also set up a workflow in HubSpot that triggers any key field change, compiles a list of changed fields, and sends a notification email.

To our top experts @TomM2 and @danmoyle do you have any other recommendations for @LeoNijs?

Thank you,

Pam