When HubSpot workflows are integrated with EZ, you can choose actions that you would like HubSpot to take when a certain trigger is activated in EZ by your contacts. The workflows and actions that happen based on the customer's journey can be logged on what is called a Customer Timeline.
Before you learn to navigate this feature, we recommend that you first learn how to set up a workflow or choose a workflow with Actions such as an "If/Then" scenario. However, customer timelines can still be shown even if a contact isn't included in a workflow.
Reviewing A Single Contact's Journey
Navigate to Contacts in the upper left and select the Contact you wish to review. You will then be brought to the Activity page for the contact selected.
On the left, you will see the properties of the contact and on the right, you will see the timeline of the contact's actions or responses.
In this example, the "Outgoing Text Message" represents messages sent from an EZ account and the "Incoming Text Message" represents the contact's responses to a text campaign. Click on Details drop down to see the text that was sent by you or the contact.
Reviewing Workflow Timelines and Performance
Monitoring Workflow Performance
To review performance or timeline information about your workflow, click Workflows at the top of your HubSpot account and click on the title of the workflow that you wish to review.
Then, select the Performance tab.
Here you will be able to review metrics on how many individuals have been added to your contact list and if they have "completed your workflow" meaning that they followed through with the responses in your text campaign.
You can also click the "Set Goal" button to see the conversion rate in which contacts have followed through with your workflows.
Reviewing The Timeline of Workflow Details
To view details of the timeline for your workflow, click the History tab.
Details will show what workflow branch each contact has continued on based on the action you have established to activate your workflow.
Note: If you see Error next to a contact on the History thread, this doesn't mean that there is actually an error. This means that the contact was previously inactive and didn't complete the workflow. Once the contact completes the workflow, a new line will be added showing that they successfully enrolled or executed the action.