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Sales automation

When someone starts a Nutritionist Pro trial, the sales team gets a short series of follow-up emails sent to the prospect and a set of tasks on their Freshsales Activities Dashboard. None of this is created by the Nexgen apps. The apps and the website only create the Freshsales contact and fill in two fields; Freshsales Marketing Automation does everything after that.

How a trial becomes a task​

A trial moves through these stages:

  1. The prospect signs up. Online trials come from the trial site, and desktop trials come from a Gravity Forms form on nutritionistpro.com. See Trial sources.
  2. The sign-up creates or updates a Freshsales contact and sets two contact fields: Trial Type (cf_trial_type) and Trial Online Product (cf_trial_products).
  3. The contact now matches one of three Freshsales segments, which filter on those two fields. Freshsales adds the contact to the segment within seconds.
  4. Being added to the segment starts that segment's customer journey. The journey sends the trial emails a day apart and creates tasks for the salesperson at fixed points. See Trial follow-up tasks.

Because the segments filter on exact field values, any change to the values the app or the website writes breaks the chain silently. Contacts keep arriving in Freshsales, but no emails go out and no tasks are created. See Troubleshooting trial tasks.

Where things live in Freshsales​

Everything after the contact is created is under the megaphone icon in the left sidebar, Marketing Automation:

  • Segments (https://axxyasystemsllc.myfreshworks.com/crm/marketer/mas/#/segments): the dynamic contact filters that start each journey. The segment page shows the number of contacts that currently match.
  • Customer Journeys (https://axxyasystemsllc.myfreshworks.com/crm/marketer/mas/#/workflow): the flowcharts that send the emails and create the tasks. Each journey has Build, Track, and Analytics tabs.
  • Journey Emails: the email templates the journeys send, such as Scenario 1 Email 1 FL Trial Sign Up.

The following are not involved, so don't look there first:

  • Admin Settings > Workflows: all 17 workflows are inactive, deal-triggered, and unchanged since 2023.
  • Sales Sequences: none exist.
  • Contacts > Audience: social ad audiences only.
  • The saved views on the Contacts list: the journeys don't use them.

Pages in this section​

This section has five more pages:

  • Trial sources: the online and desktop sign-up paths and the field values each one writes.
  • Trial follow-up tasks: the three journeys, every task they create and when, and where the sales team sees them.
  • Troubleshooting trial tasks: how to tell whether the automation is working, the traps, and the 2026 outage.
  • Refunds: how to refund a customer's card from Chargebee and cancel the subscription. This page isn't part of the trial automation.
  • Unpaid invoices: whether an unpaid Chargebee invoice stops a customer from logging in, and what actually ends their access. This page isn't part of the trial automation either.