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Low feature adoption triggers customer success outreach task

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: Service Hub Professional.

4 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeAn account using only a small slice of the product gets a proactive customer success outreach task, instead of low adoption only surfacing at renewal time when it is too late to fix.
Workflow maprenewal-expansion-039
Customer, Feature Adoption Score < 40, past onboarding, no outreach yet leads to Create outreach task for owner. Create outreach task for owner leads to Notify owner. Notify owner leads to Set Low Adoption Outreach Created = true. Set Low Adoption Outreach Created = true leads to Add to Low Adoption Accounts list. Customer, Feature Adoption Score < 40, past onboarding, no outreach yet Create outreach task for owner Notify owner Set Low Adoption Outreach Created = true Add to Low Adoption Accounts list
Customer, Feature Adoption Score < 40, past onboarding, no outreach yet leads to Create outreach task for owner. Create outreach task for owner leads to Notify owner. Notify owner leads to Set Low Adoption Outreach Created = true. Set Low Adoption Outreach Created = true leads to Add to Low Adoption Accounts list. Customer, Feature Adoption Score < 40, past onboarding, no outreach yet Create outreach task for owner Notify owner Set Low Adoption Outreach Created = true Add to Low Adoption Accounts list

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

When to use it, when not to

Use it

  • Use it once a feature adoption or product usage measure already exists as a company property, populated by an integration, a product analytics sync, or a periodic CS review.
  • Use it as an early-warning, proactive-outreach trigger, separate from renewal-expansion-015's health score decline, which reacts to a broader combined signal rather than adoption specifically.
Read more on when to use itShow less

Skip it

  • Do not use it if no adoption measure exists yet; this fiche only reacts to the score, it does not calculate it from raw product event data. Pair it with an integration or with renewal-expansion-044's custom-code usage pull if raw data needs to be turned into a score first.
  • Do not use it on accounts still inside an onboarding window; low adoption in week two of a new account is expected, not a risk signal. Exclude recently-onboarded accounts explicitly.
Read more on when to skip itShow less

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 · 4 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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