Setting Up/Managing Automations Follow
The CRM system offers a powerful automation module that allows you to design customized automation that can trigger emails, texts, tasks, phone calls, e-signs, workflows, and more.
💡 Please Note: Only users with Admin Rights and/or Command Center permission will have access to make the changes mentioned in this article.
Table of Contents
Creating and Activating Automation Campaigns
Filtering/Searching for an Automation Campaign
Edit/Deleting/Copying an Automation Campaign
Creating and Activating Automation Campaigns
Using the main navigation menu on the left-hand side of the screen, go to “Automations”.
Next, navigate to the “AI and Automation Campaigns” page.
To start creating new automation, click the “New Automation Campaign” button located in the upper-right corner.
The Automation Editor screen will open up. The automation configuration will start under the “Campaign Settings” tab. First, you must choose what functions this automation will trigger (email, SMS, outbound call, and/or task creation).
All trigger settings will be turned off by default, as shown below, but you can click the toggle buttons on the left to turn them on. A toggle pointing right indicates that the setting has been turned on.
If you turn on the "Ignore Snooze" setting, the system will trigger the automation at any time of the day regardless of the Snooze Settings configured in the portal. To learn more about the Snooze Settings, please click here.
Next, you will need to provide a “Campaign Name” which will be the name of the automation itself. We recommend giving a name that will help you easily identify the functions of the automation at a glance.
If your automation is going to send an email, you can choose the email sender by using the “Who Will This Email Come From?” dropdown.
Automations are status triggered - this means that an automation will trigger based on the current status of the lead/case record. We don’t recommend having multiple statuses trigger the same automation. If you would like for the automation to trigger every time the status is used in the record, turn on the “Retrigger automation if the same Status is reused” setting; otherwise, the automation will only trigger the first time the status is used.
Lastly, you will choose Delivery Settings. This determines when the automation will trigger based on when the status is applied to a record. For example, if you would like the automation to trigger one hour after the status is changed, then you will set the Delivery Settings to 1 hour. If you would like automation to trigger instantly (as soon as the status change happens), then you will set the Delivery Settings to 0 minutes or even 1 minute. The “Schedule Another Delivery of the Same Campaign” button allows you to select another delivery time for the same automation.
After configuring the Campaign Settings, click on the “Create and Continue” button in the screen's upper-right corner.
Now you will be under the “Select Recipients” tab. This tab applies to any automation that triggers an email and/or text message.
Use the available settings to filter who will receive this automation. It is important that you make at least one selection for the “Who will this email deliver to?” setting, otherwise, the system will not know who to deliver the email and/or text message to.
In the “Cc:” and “Bcc:” fields, you will be able to manually enter email addresses for individuals that you would like to copy (or blind copy) in the email that is triggered by the automation.
Click the “Next” button in the screen's upper-right corner to proceed to the "Call Automation" tab.
Under this tab, you can configure the automation to create an outbound call, if applicable. Please note that the outbound call can be set up to generate after the automation triggers. For example, if you want the outbound call to generate 4 hours after the status change triggers the automation, you will set the call trigger to 4 hours.
All calls configured will chain together, meaning subsequent calls will not be generated until the previous call is completed.
Click the "Schedule Another Call Automation" button to schedule multiple outbound calls.
Next, in the “Document Automation” tab, you can choose document settings that will trigger along with this automation.
You can automate the creation of a Document Template by choosing from the list of available templates in your portal. When the automation triggers, the system generates the Document Template using the lead/case record data. The file will be added under the lead/case's Documents section, inside the “Document Templates” folder.
A copy of the file will also be sent to the Print Queue. Please note that if your automation also triggers an email, the generated document template file will not be sent to the email recipients. This setting is only for the automatic creation of Document Templates. At this time, it is not possible to attach a Document Template to an email that is triggered by the same automation.
You can also send an e-sign document to the recipients of this automation by turning on the “E-Sign Automation” toggle button and selecting an E-Sign Template from the available dropdown (only one e-sign can be sent per automation).
To send an e-sign, your automation will need also to trigger an email and/or text. The mail merge code <<HelloSign>> must be included in the email and/or text body in order to generate the e-sign signature link.
To learn more about how to send e-signs via automation, click here.
For automations that trigger an email, some additional settings can be turned on to include certain documents as attachments in the email that is sent:
- The signed retainer PDF file can be included as an email attachment. All signed contracts will be attached if the Lead/Case record has more than one signed contract.
- A copy of the intake form with any existing data can be included as an email attachment. The intake form will be attached as a PDF file.
- An export of the lead/case record in a CSV file that contains all default data points.
Click the “Next” button in the screen's upper-right corner to proceed to the next tab.
Under the “Workflow Automation” tab, you can configure a status change and/or user role changes to take place when the automation triggers. We do not recommend having an automation trigger a status change if the same automation also sends an e-sign.
You can also automatically add a Referral Firm to the lead/case record and send a referral when the automation is triggered. This setting can be used to trigger a referral to one firm or several firms.
Click the “Next” button in the screen's upper-right corner to proceed to the next tab.
If the automation you’re setting up triggers a task, the task and its associated details will be configured under the “Task Automation” tab. You can configure an automation to trigger one or more tasks as needed.
Click the “Next” button in the screen's upper-right corner to proceed to the next tab.
If the automation triggers an email, the contents of the email will be configured under the “Email Content” tab. This is where you will compose the email subject and body, and you can also insert a file from your computer as an attachment. Note the “Select a mail merge field” box in the upper-right corner. Use this box to find any default and custom mail merge codes in the system that you would like to reference in your email. For example, if the email is being sent to clients, the <<Lead Name>> mail merge code will pull in the client's name.
Click the “Next” button in the screen's upper-right corner to proceed to the last tab.
If the automation triggers a text, the message's content will be configured under the “Text Msg Content” tab. Type the text message in the available “SMS Text Message to send” textbox. Note that the “Select a mail merge field” box also appears under this tab so you can copy mail merge codes to include in the text.
If you want to send a picture as a text message, you can select the image file(s) from your computer under the “MMS Multimedia Campaign” section.
Lastly, click the “Add Campaign & Close” button in the screen's upper-right corner to finish creating the new automation.
Filtering/Searching for an Automation Campaign
On the “AI and Automation Campaigns” page, you can use any of the filters located at the top of the screen to narrow down the displayed automations. This is useful if you need to locate any specific automation(s). There’s also a search bar located to the right of the filters that can be used to look for any automation using keywords.
Edit/Deleting/Copying an Automation Campaign
To edit an existing automation, click the pencil icon that appears to the very right of the automation. This will open up the Automation Editor screen, where you can modify any of the automation settings.
To create a copy of an existing automation, click the double paper icon that appears to the very right of the automation. This will create an exact copy of the automation. This can be useful if you need two automations that are pretty much the same, but only a few settings differ.
To delete an existing automation, click on the trash bin icon that appears to the very right of the automation. Deleted automation cannot be restored
Support/Assistance
If you need further assistance with your CRM system, then please contact support.
🤗 Thank you very much for choosing us for your CRM!