Overview of Automation actions and their settings
Minimise administration and improve customer experience by creating rules via the automation engine. You can easily create actions for inbound messages based on specific rules you define within our Automation page.
- Overview of the various automation functions and their settings (click each one to view):
Every Automation requires at least one action, and every action has an Action Name. This can be anything you want and is for you to create a descriptive name to help you identify the action later.
Once you are finished customising your action, you will use the Save Action button in the bottom right corner to add it to your automation. You can always come back and Edit the Action if you need to update it.
Let’s look at some of the actions available:
Add to Group
Add to Group will automatically add recipients to a designated contact group when they reply to a message with a prescribed keyword or phrase.
This is helpful when you want to set up a mailing list for future messaging, based on voluntary opt-in from a wider audience.
Just click on “Add to Group” from the list of available actions in the drop-down list, followed by the name of the group to which you which to add the contacts who reply with the keyword or phrase.
Note – you will need to have already created the contact group before creating this action:
Remove from Contact Group
Remove From Group will automatically remove the replying contact from a nominated contact group (provided they are already saved in that group)
Simply select “Remove From Group” from the list of available Actions, followed by the name of the group concerned:
Remember to click “Save Action” in the bottom right to add this action to your automation.
Send SMS Reply
Send an SMS Reply will automatically reply to whoever just messaged you.
You might use this to send additional information to a customer or to let them know that their message was received. For example, if someone has confirmed their appointment, you might want to respond with a message that includes your business's address or phone number. Or you may want to send a message to anyone who texts you which says something like, "We've received your message and someone will respond to you within 1 business day."
Once you select Send an SMS Reply, type in the message you would want to send.
Forward to Mobile
Forward to Mobile will automatically forward responses to a nominated mobile number. This is handy if you want to be able to see real-time responses to campaigns on the fly, and can’t always be in front of the web portal.
Simply select “Forward to Mobile” from the list of available actions, followed by the mobile number(s) to which you want responses to be forwarded:
Forward to Email
Forward to Email will automatically forward responses to a nominated email address. This will allow you to see and organise responses in email folders without needing to use the web portal.
Simply select “Forward to Email” from the list of available actions, followed by the email address(es) to which you want responses to be forwarded:
Unsubscribe will automatically unsubscribe any contact who sends the prescribed response as set in the Automation settings.
Simply select “Unsubscribe: from the list of available actions:
Forward to URL
Forward to URL is used for creating events in third-party systems via REST API.
- Select “Forward to URL” from the list of available actions in the dropdown list
- You will then need to choose the HTTP Method
- Enter the endpoint URL
- Enter your Header key and value and click “Add Header”
- Enter your Parameter key and value and lick “Add Parameter”
- Once you have entered all required values, click “Save Action”
IMPORTANT INFORMATION ABOUT RULES:
If you have multiple rules active with the same keywords, then the recipient will trigger the actions of all of these rules when replying to a message with the relevant keyword. This may mean that they receive automated responses not related to the original message, as well as inadvertently triggering multiple automated responses.
Examples of potential scenarios where you might want to create a rule:
- You are out of the office and don't want to miss a customer response, you can set up forwarding to you mobile phone.
- You want to collate a group of interested people for an event into a new contact group. You can request a response with a specific keyword and have all responses with that keyword automatically added to a group which you can use to subsequently communicate event details.
- You want to create an automated response (with potential additional layers) so that customers can be engaged without the need for constantly monitoring the inbox
We will be building on our list of workflows so watch out for more!