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Create a Workflow to follow up on expansion signals

Learn how to create a Workflow that spots upgrade opportunities—like when someone hits a limit or tries a premium feature—and helps you follow up while they’re still interested.

Updated at April 14th, 2025

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                  Table of Contents

                  Build Guide Step 1. Track expansion signals Step 2. Create a new Workflow Step 3. Set start criteria Step 4. Add an in-app upgrade message Step 5. Add a delay + email follow-up Step 6. Add a goal Step 7. Set finish criteria Step 8. Publish Workflow

                  Build Guide


                  In this article, you’ll learn how to:

                  • Track key expansion signals
                  • Create a Workflow from scratch
                  • Trigger messages based on real user behavior
                  • Personalize messages based on what users did
                  • Set a goal to track upgrades or engagement
                  • Finish and manage re-enrollment

                  Step 1. Track expansion signals

                  First, track the behaviors that signal a user might be ready for more. These could include:

                  • Hitting a usage limit
                  • Interacting with a gated or premium feature
                  • Visiting a pricing or upgrade page
                  • Attempting an action that’s only available on a higher-tier plan

                  Make sure these are tracked as custom events or feature flags (e.g., hit_usage_limit, clicked_upgrade_feature, etc.).

                  Step 2. Create a new Workflow

                  In the Workflows tab, click Create Workflow and name it something like “Upgrade Follow-Up” or “Expansion Workflow.”

                  Step 3. Set start criteria

                  Click the Start node and configure:

                  • Audience: All users, or a segment based on your plan tiers or usage
                  • Trigger: One of the events you set up in Step 1 (e.g., hit_usage_limit)
                  • Trigger timing: Immediately, so the message hits while interest is high

                  Step 4. Add an in-app upgrade message

                  Create an in-app message via Pin or Flow to help drive forward your conversion messaging.
                  Use this message to:

                  • Call out the specific feature or limit they hit
                  • Explain the value of upgrading
                  • Include a clear CTA (e.g., “See plans,” “Talk to sales,” or “Unlock this feature”)

                  💡 Tailor the copy with personalization tokens or usage-based language (e.g., “You’ve reached your 100-item limit—time to upgrade?”)

                  Step 5. Add a delay + email follow-up

                  Not everyone will act in the moment—so follow up.

                   

                  • Add a Time delay: 2–3 days
                  • Then add an Email node with similar messaging, or a bit more detail about your plans or benefits
                  • Include a deep link to the feature or plan page to make it easy to act

                  Step 6. Add a goal

                  Add a Goal to track whether the user took action. Good goal events might be:

                  • upgraded_plan
                  • contacted_sales
                  • viewed_pricing_page

                  This will help you track how often your nudges actually turn into conversions.

                  Step 7. Set finish criteria

                  Click the Finish node to set how users exit the Workflow.

                  • Exit when: Goal is reached, or they finish the last step
                  • Timeout threshold: 7–14 days works well for this type of follow-up
                  • Re-enrollment: Enable this so users can re-enter if they hit another upgrade opportunity later

                  Step 8. Publish Workflow

                  Once everything’s in place, hit Publish—and let Workflows handle the follow-up.

                  👏 Done! You’ve now got a smart, behavior-based system for identifying and acting on expansion opportunities—without needing to chase users manually.
                   

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