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NPS detractor enrolls in save-play outreach sequence

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

Enterprise

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

Contact6 stepsUpdated for HubSpot seat pricing
OutcomeA 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 maprenewal-expansion-034
NPS survey response = Detractor leads to Unsubscribed or owner unknown?. Unsubscribed or owner unknown? leads to Yes: Notify CS team queue, stop; No: Enroll contact in Save-Play sequence. Enroll contact in Save-Play sequence leads to Set Save Play Enrolled Date = today. Set Save Play Enrolled Date = today leads to Set Churn Risk Flag = true. Set Churn Risk Flag = true leads to Notify contact owner. Yes No NPS survey response = Detractor Unsubscribed or owner unknown? Notify CS team queue, stop Enroll contact in Save-Play sequence Set Save Play Enrolled Date = today Set Churn Risk Flag = true Notify contact owner
NPS survey response = Detractor leads to Unsubscribed or owner unknown?. Unsubscribed or owner unknown? leads to Yes: Notify CS team queue, stop; No: Enroll contact in Save-Play sequence. Enroll contact in Save-Play sequence leads to Set Save Play Enrolled Date = today. Set Save Play Enrolled Date = today leads to Set Churn Risk Flag = true. Set Churn Risk Flag = true leads to Notify contact owner. Yes No NPS survey response = Detractor Unsubscribed or owner unknown? Notify CS team queue, stop Enroll contact in Save-Play sequence Set Save Play Enrolled Date = today Set Churn Risk Flag = true Notify contact owner

When to use it, when not to

Use it

  • Use 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.
  • Use 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.
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Skip it

  • Do 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)
  • Do 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.
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The rest of this spec

Prerequisites · 6 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 · 4 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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