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No-login-after-X-days CS alert

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Data Hub Professional.

Contact6 stepsUpdated for HubSpot seat pricing
OutcomeA new customer who has not logged into the product a set number of business days after onboarding started triggers an alert to their CS owner, catching silent non-adoption before it becomes a churn risk nobody noticed.
Workflow mapcustomer-onboarding-028
Onboarding Start Date known, no First Login Date yet leads to Delay 5 business days. Delay 5 business days leads to Still no First Login Date?. Still no First Login Date? leads to Yes: Alert Onboarding Owner; No: End, contact logged in during the wait. Alert Onboarding Owner leads to Create outreach task. Create outreach task leads to Set No Login Alert Sent = true. Yes No Onboarding Start Date known, no First Login Date yet Delay 5 business days Still no First Login Date? Alert Onboarding Owner End, contact logged in during the wait Create outreach task Set No Login Alert Sent = true
Onboarding Start Date known, no First Login Date yet leads to Delay 5 business days. Delay 5 business days leads to Still no First Login Date?. Still no First Login Date? leads to Yes: Alert Onboarding Owner; No: End, contact logged in during the wait. Alert Onboarding Owner leads to Create outreach task. Create outreach task leads to Set No Login Alert Sent = true. Yes No Onboarding Start Date known, no First Login Date yet Delay 5 business days Still no First Login Date? Alert Onboarding Owner End, contact logged in during the wait Create outreach task Set No Login Alert Sent = true

When to use it, when not to

Use it

  • Use it when your product can report login activity to HubSpot (see customer-onboarding-027 for the scoring version of this dependency), and Onboarding Start Date is reliably set at the start of the relationship.
  • Use it as an early, blunt signal, not a full health score, this fiche answers one question only: has this person logged in at all.
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Skip it

  • Do not use it if First Login Date is not populated reliably in your portal, this workflow will alert on every contact, including ones who did log in but whose activity was never synced, fix the integration first.
  • Do not use it for contacts who are not the primary product user (a billing contact who never needed to log in), scope enrollment to a Primary Product User flag if your customer has more than one contact.
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The rest of this spec

Prerequisites · 4 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 6 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 3 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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