Automations and Assignment simplify your workflow by getting rid of the manual elements. You can set rules that allow you to send personalised auto-replies to all your customers and to distribute different conversations to the right users.
Once you click on the automation tab, you will see all the automation rules you created. Automation rules that are "Live" will work. Automation rules that are "Draft" are on hold and will not work till updated "Live".
Each rule is customised by a scenario, condition(s), and rules. On the automation table, you can see the number of condition(s) and actions of each rule.
Each rule can be tailored to your needs with different conditions such as channel type, contact owner, country, and much more. To learn more about the different condition(s) and how to use them, click on the link below.
Each rule also has different actions including sending a message, assigning staff, updating contact data, adding/removing from a list or even adding waiting time. To learn more about the different actions and how to use them, click on the link below.
Under the automation tab, you will see that there is a Default Rule at the bottom.
It is the setting for you to assign incoming messages from new customers. Click on it, you will find that you could assign it either to q specific person, by queue or leave it as unassigned.
Specific Person: All conversations will be assigned to one staff. By default, it will be assigned to the Admin who first opened the account.
By Queue: Conversations will be assigned to staff one-by-one in a round table manner. For example, if you have 4 staff, it will be assigned like Staff 1 -> Staff 2 -> Staff 3 -> Staff 4 -> Staff 1 -> .....
Unassigned: Conversations will be left as unassigned will remain in the tool for all admin/ staff to pick up the conversations. The first staff who replied will take the conversations.
Please note that you could also add other actions after assigning the conversations to a staff.
For example, you can send a message to every new customer or mark every new customer as a prospect by default. Default assignment rule is only triggered when no other rules above are triggered.
Once you click on "create" on the top right, you will see 4 automation templates. Each represents different scenarios and can be tailored to your needs with condition(s) and rules.
Use this scenario when a new or existing customer sends a message to you, to assign conversations to specific staff or auto-reply based on different conditions.
Use this scenario when a new contact is added manually, through CSV imports, Facebook Lead Ads, Google Sheets or API Integration, to send greeting messages and segment to different lists.
Use this scenario when the data field of a contact is updated, to trigger an auto message and segment to different lists.
Use this scenario when you wish to schedule a message to your customers periodically.
We have also created several templates for different use cases. Follow the templates below to help you set up the automation rules that you and your company need.