Emails without replies - Calculated property

[Adam_W]

We're currently using the Services custom object to track customers' onboarding. This is going well with our responsive customers, but we're struggling with our unresponsive ones. 

We're not using a sequence (yet) as we're still fleshing out the process, but what we'd like to do is track a number of items:

1. Total sales emails sent to this contact since the beginning of the project
2. When was the last reply from the customer to one of these emails? 
3. How long has it been since the customer last responded to a project-related email?
4. How many emails have been sent since they replied/responded?

The thinking here is that if a customer has been sent >2 emails without any response, we'd escalate the engagement automatically, and/or add a status to their project. 

I've toyed with some of the calculated properties so far, but haven't been able to find a "last sales email sent" date/time property to calculate from.

[kosalaindrasiri · Accepted solution]

Hey @Adam_W,

1. Use default property Recent sales email replied date → auto-updates on replies.
   HubSpot Property Reference
2. Create custom calculated fields:
   1. Days since last reply: use workflows to set Today - reply date
   2. Emails sent since last reply: increment on email send, reset on reply
3. Use workflows:
   1. Trigger escalation if emails since reply > 2 or days since last reply > X
   2. Update a Status property or notify team
4. Track emails using Sales Activity logs filtered by type = "Sales Email"

Tip: You’ll need email tracking enabled + connected inbox for replies to register. (Track replies guide)

Best Regards,

Kosala