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.

Once triggered, workflows can:

• Alert your team about engagement changes

• Send re engagement messages

• Trigger upsell or expansion workflows

Trigger Filters

Filters give you precise control over which engagement changes activate this trigger. There is one required Primary Filter and several optional Additional Filters that can be combined to target specific scenarios.

Primary Filter

Engagement Direction (Required)

Sets whether the trigger fires on rising or falling engagement

Additional Filters

These filters are optional and can be combined to narrow down exactly which engagement changes qualify and how often the trigger repeats.

Comparison Period

Defines the time window used to measure the change in engagement.

Use Week over Week for faster-moving signals where you want to respond quickly. Use Month over Month for a broader view of engagement trends that smooths out short-term fluctuations.

Features

Limits the trigger to engagement changes on a specific feature. This allows you to build workflows tailored to the feature being monitored.

Available options:

• Calendars

• Contacts

• Conversations

• Emails

• Payments

• Phone

• SMS

• Workflows

For example, you could create one workflow that fires when SMS usage drops significantly, and a separate workflow that fires when payment activity increases. Each with actions specific to that context.

Percentage Threshold

Sets the minimum percentage change required before the trigger fires. This prevents the workflow from activating on minor fluctuations.

Available values: 10%, 20%, 30%, 50%, 75%, 100%

Use a lower threshold such as 10% or 20% when you want to catch early, subtle shifts in behavior. Use a higher threshold such as 50% or 75% when you only want to act on significant, meaningful changes.

Revisit Interval

Controls how often this trigger can fire for the same account. This prevents repeated activations if the engagement change persists over multiple check periods.

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. Set the Engagement Direction primary filter

4. Apply additional filters to define the comparison period, feature, and percentage threshold

5. Set a Revisit Interval to control how frequently the trigger can repeat

6. Add the Find Contact step

7. Add your workflow actions

8. Publish the workflow

Recommended Uses

• Detect drops in engagement and automatically trigger re-engagement campaigns before accounts fully disengage

• Alert your Customer Success team when important or priority accounts show a significant reduction in activity

• Identify highly engaged accounts with increasing usage and route them into upsell or expansion workflows

• Build feature-specific workflows. For example, a separate flow for declining SMS usage versus declining payment activity. So your messaging and actions are always relevant to what the customer is experiencing

• Use a low percentage threshold for early warning signals and a high threshold for escalation workflows that only activate on major shifts