NPS detractor enrolls in save-play outreach sequence

Outcome. A contact who answers a Net Promoter Score survey as a Detractor is enrolled directly into a personal outreach sequence, instead of waiting for the internal alert task from renewal-expansion-003 to turn into an actual outbound touch.

Workflow map Enrollment, branches and actions at a glance renewal-expansion-034

flowchart TD
    A[NPS survey response = Detractor] --> B{Unsubscribed or owner unknown?}
    B -->|Yes| C[Notify CS team queue, stop]
    B -->|No| D[Enroll contact in Save-Play sequence]
    D --> E[Set Save Play Enrolled Date = today]
    E --> F[Set Churn Risk Flag = true]
    F --> G[Notify contact owner]

When to use it, when not to

• UseUse it once renewal-expansion-003's survey infrastructure already exists (a native Feedback Survey of type NPS, Service Hub Professional or Enterprise) and the team also has Sales Hub Enterprise, which is what the sequence workflow actions require, with the account owner holding a Sales seat.
• UseUse it as the outbound follow-through step; pair it with renewal-expansion-003's internal alert so a human is also notified, not only the automated sequence.
• SkipDo not use it if the account owner does not have a connected inbox or a Sales Hub seat with sequences access; enrollment into a sequence will fail silently for that owner. (check in your portal: exact failure behavior when a sequence enrollment action targets an owner without sequences access on your portal)
• SkipDo not use it on contacts who are unsubscribed from one-to-one sales email or marked as not to be contacted; check that status before enrolling.