Overview

The User Not Logged In Since trigger activates when a user has not logged into their account for a defined period of time.

Login inactivity is often one of the earliest signals that a customer may be disengaging from your product. By using this trigger, you can automatically respond when adoption drops and take action before the account becomes at risk.

This trigger is commonly used for customer re-engagement workflows and internal alerts for Customer Success Managers (CSMs).

How the Trigger Works

When GoCSM detects that a user has not logged in for the configured time period, the workflow will automatically start.

Once triggered, the workflow can perform actions such as:

• Sending re-engagement emails to the user

• Notifying your Customer Success team

• Tagging the account as inactive

• Creating internal follow-up tasks

You can adjust filters to determine how long a user must be inactive before the workflow runs.

Required Setup: Find Contact Step

After the trigger activates, the workflow must identify which contact in your CRM the event belongs to. This is where the Find Contact action is required.

The Find Contact step searches your CRM using a field provided by the trigger event, typically the user’s email address.

For example:

Field: Email

Value: {{inactivity_alert.userEmail}}

This step is essential because the trigger event originates from the connected application, not directly from your CRM. The Find Contact action matches the event data to the correct contact record in your system.

Without this step, the workflow would not know which contact to update, notify, or message.

How to Build a Workflow Using This Trigger

1. Create a new workflow

2. Select User Not Logged In Since as the trigger

3. Configure the inactivity duration filter

4. Add the Find Contact action step

5. Map the Email field using the trigger variable

6. Add your desired actions such as notifications or messages

7. Publish the workflow

You can review the GoCSM template workflows for a reference implementation of this setup.

Recommended Uses

• Notify your Customer Success team when a user has not logged in for 14 or 30 days

• Send automated re-engagement emails encouraging users to return

• Trigger internal follow-up tasks for high value accounts showing inactivity

• Create different workflows for short-term inactivity (7 days) versus long-term inactivity (30+ days)