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Partial Phrase Card Triggers

Feature Request

Being able to trigger a card based on partial text phrases within or outside of HubSpot.

Use case: Sales Objections in Gmail/Outlook

ie. If lead says "We are not ready to buy until January 2024, because we are on a tight budget until EOY. It's just bad timing for us."

THEN >>> Trigger Card based on search term of "not ready to buy" and/or "bad timing"

Posted by Ryan Quinn ·
4 comments

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Comments4

  • Skyler Reeves

    •

    Jul 2, 2024

    @Steve Bussey, I could benefit from partial matches for triggers also but see where the potential conflicts would arise.

    Here are some ideas:

    • Use exact match by default, allow manual enablement of partial match. Then it's on the end user to mitigate their own damage.

    • HTML support: A mode where a user can define which elements they want to tag as triggers similar to how some tag managers work and the way targeting elements when creating Maps in Supered works—but where the element & the associated text are a match. But with an added twist—the ability to tag an element as a negative trigger (e.g., where the injection won't occur on that element).

    • Boolean logic support. Support of complex conditions like match to this text if it is near this text, and this other text appears on the page/it's on this URL. This is effectively what Guru does (see image below). I think Guru uses OCR but I'm not 100% sure (seems overkill if they are).

      • You sort of already support this by allowing for multiple triggers—we just don't have a way to define whether those triggers should use AND, OR, NOT logic in relation to one another or in any nested capacity.

    I don't think any of these would be mutually exclusive. I'm personally a fan of HTML support since it retains the default apply this trigger everywhere text exists behavior while also permitting additional flexibility to control where triggers inject and do not inject.

    Guru Knowledge Trigger UX

  • Steve Bussey

    Team•

    Oct 25, 2023

    @Ryan Quinn what are your thoughts on how this would work if multiple triggers match the same text? It's much more likely to occur when partial text matching is used.

    (Also, testing the comment system! You are the first)

    • Ryan Quinn

      •

      Nov 2, 2023

      ah good point. I see how that would be an issue. Maybe if there was a way to "prioritize" what card was shown based on the app/URL or limit partial phrases to only non-HubSpot/CRM apps?

      I would generally try to keep the phrases as short as possible within external apps. I feel like most people have more control over naming conventions used in HubSpot (specific), over a sales email reply in gmail or outlook (partial).

      Also, "bad timing" in an email might mean I want to see a card about handling objections, but the "bad timing" phrase in HubSpot is a lead status that is just a basic definition by the customer. This might be a bad example, but I feel like you'd just connect the card to the data dictionary which means you don't even need a card trigger.

      • Steve Bussey

        Team•

        Nov 2, 2023

        Thanks @Ryan Quinn . I really like this feature idea, need to work out some details.

        I think it becomes even more powerful when integrated into Gmail. Where subject or body can be used as targets for triggers!