Feature Time Spent is Less Than X Since Sign-Up

Overview

The Feature Time Spent is Less Than X Since Sign-Up trigger activates when a sub-account has spent less time than a defined threshold on one or more selected features — but only after they have been on the platform for a set number of days.

This helps you identify accounts that signed up but never properly engaged, so you can step in before disengagement becomes churn.

Unlike triggers that fire once per feature, this trigger fires once per account and bundles all under-used features into a single payload. Your workflow then routes each feature to the right action using If/Else steps.

How the Trigger Works

The trigger runs a check every night. It looks at each sub-account and evaluates two things:

• Has the account been active on the platform for at least the number of days you set?

• Is the time spent on any of the selected features below your configured threshold?

If both are true, the trigger fires once for that account and passes a list of all qualifying features into your workflow. It will fire again only after the revisit window you set has passed — and only if those features are still below the threshold.

Once triggered, workflows can:

• Send feature-specific re-engagement emails or SMS messages to the account owner

• Alert your Customer Success team with a consolidated list of disengaged features

• Create follow-up tasks for your CSMs

• Update opportunity stages or contact fields to flag accounts as at-risk

• Trigger escalation workflows for high-priority or high-value accounts

Trigger Filters

Filters control exactly when this trigger fires and for which accounts. Three filters are required. Two are optional.

Time Spent Less Than  (Required)

Enter the number of minutes that defines low engagement for your use case. The trigger fires when any selected feature has less time spent than this value.

Accepted values: any whole number between 1 and 99,999.

The condition is strictly less than. A feature with time spent equal to the threshold does not qualify.

Days Since Sign-Up  (Required)

Sets the minimum number of days an account must have been on the platform before the trigger evaluates it. Accounts newer than this are skipped entirely.

This filter exists because every account starts with zero time on every feature. Without a minimum age, the trigger would fire on the very first night for every new sign-up.

Feature  (Required)

Select which features to monitor. All selected features are evaluated every night. Any feature below the time threshold is included in the payload when the trigger fires.

Available features:

• Workflows

• Calendars

• Conversations

• Contacts

• Custom Menu Link

• Products & Payments

All features are selected by default. You can narrow this to only the features you want to track.

Revisit the Trigger After  (Required)

Controls whether — and how soon — the trigger can fire again for the same account if it is still disengaged after the first alert.

When the trigger re-fires, the payload reflects the current state. Features that have improved since the last check are not included. This lets you build escalation sequences — a gentle email on Day 14, a CSM task on Day 44 — without any extra configuration.

Sub-account Priority  (Optional)

Limits the trigger to accounts marked with a specific priority level. Leave blank to include all accounts regardless of priority.

Use this to build separate workflows per tier. High-priority accounts with low engagement might need an immediate CSM call. Low-priority accounts with the same signal might only need a self-serve email.

SaaS Plan  (Optional)

Limits the trigger to accounts on specific SaaS plans. The dropdown loads your agency's configured plans automatically. Leave blank to include all plans.

Use this when engagement expectations differ by plan. A paid plan account with low feature time needs a different response than a trial account showing the same pattern.

Required Setup

How to Build a Workflow Using This Trigger

1. Create a new workflow

2. Select Feature Time Spent is Less Than X Since Sign-Up as the trigger

3. Set the Time Spent Less Than value in minutes

4. Select the Days Since Sign-Up threshold

5. Choose which features to monitor

6. Set the Revisit interval

7. Optionally filter by Sub-account Priority or SaaS Plan

8. Add the Find Contact step using {{location.owner_email}}

9. Add sequential If/Else actions — one per feature — using the includes operator on {{feature.low_engagement_features}}

10. Add your actions under each branch (emails, tasks, tags, notifications)

11. Publish the workflow

Recommended Uses

• Send targeted tutorial emails for each feature a client hasn't explored, all from a single workflow execution

• Alert your CSM team with one consolidated notification per account instead of one alert per feature

• Escalate high-priority accounts immediately when engagement is low — and again after a short revisit window if nothing has changed

• Push trial accounts toward activation by flagging low engagement early (Day 3 or Day 7) before the trial expires

• Flag accounts approaching renewal that still have low feature adoption, so your team has time to intervene before the conversation happens

• Build escalation ladders — a gentle nudge on Day 14, a CSM task on Day 44, an owner alert on Day 74 — all in one workflow