Overview

The Feature Engagement Changed trigger activates when a customer’s usage of a feature increases or decreases by a defined percentage.

This helps you track real activity trends and identify changes in customer behavior.

It is useful for spotting both growing engagement and early signs of disengagement.

How the Trigger Works

The trigger compares engagement over time and detects changes based on your configuration.

You can define:

• Direction such as increased or decreased

• Comparison period such as week over week or month over month

• Percentage threshold

Once triggered, workflows can:

• Alert your team about engagement changes

• Send re engagement messages

• Trigger upsell or expansion workflows

Required Setup: Find Contact Step

Engagement data comes from your product, so the workflow must map that activity back to a contact in your CRM.

The Find Contact step handles this.

It uses the email provided in the trigger event to find the matching contact.

Example:

Field: Email

Value: {{feature_engagement_changed.ownerEmail}}

This ensures the workflow actions are applied to the correct customer record.

How to Build a Workflow Using This Trigger

1. Create a new workflow

2. Select Feature Engagement Changed as the trigger

3. Choose direction and comparison period

4. Set the percentage threshold

5. Add filters such as feature or plan if needed

6. Add the Find Contact step

7. Add your workflow actions

8. Publish the workflow

Recommended Uses

• Detect drops in engagement and trigger re engagement campaigns

• Alert your team when important accounts reduce activity

• Identify highly engaged users for upsell opportunities

• Create separate workflows for different features