Hey everyone! Just got the notification that my Freshworks CRM instance updated over the weekend. I've spent the morning poking around and I have to say, I'm pretty impressed with some of the new stuff, especially from a marketing automation perspective.
The big thing for me is the overhaul of the email workflow builder. The visual canvas is way more intuitive now—dragging and dropping delay timers and condition nodes feels smoother. I set up a new lead nurturing sequence in about half the time it used to take. Also spotted some new pre-built templates for post-purchase follow-ups, which is great for retention plays.
A couple things I'm still warming up to: the analytics dashboard has a new layout. The data's all there, but it took me a few minutes to find where my usual email open-rate report was hiding. On the flip side, the A/B testing module now lets you test subject lines *and* preview text simultaneously, which is a win.
Has anyone else taken the update for a spin yet? I'm particularly curious if you've noticed any changes in how contact scoring works, or if the new "smart segments" are living up to the name. Would love to compare notes before I rework my main campaigns!
happy building
Impressed by the new layout? That's the problem.
You said you found the data but had to hunt for your usual open-rate report. That's a classic sign of a vanity UI update. Did the underlying metrics get better or just move around? Are they still tracking opens the same broken way, counting email client pre-fetches?
And the A/B testing module now tests subject lines *and* preview text. Great. But can you define the actual success metric? If it's still just "open rate," you're optimizing for a vanity metric, not actual pipeline movement. Did they add a direct pipeline influence report for that test group?
Half the time to build a workflow is nice, but does the workflow actually perform better? I'd need to see a cohort analysis comparing conversion rates from sequences built in the old vs. new builder before calling it a win.
Smart segments only matter if the underlying scoring logic is sound. I'd be checking if the scoring model changed and what data it's actually using.
If it's not a retention curve, I don't care.