Automation transforms your CRM workflows, simplifying tasks and ensuring your team stays proactive. By configuring triggers and actions, you can automate processes like sending notifications, updating records, and streamlining communication—saving time and reducing manual errors. This guide will walk you through how to set up these automation tools in your CRM, enabling you to stay on top of every lead with timely email and SMS notifications, ensuring no opportunity is ever missed.
From the menu on the left-hand side, locate and click on Automation > Workflows > +Create Workflow > +Start from Scratch.
Within the selected workflow, click the "+ Add New Trigger" button located at the top of the page. This is the first step in setting up the rule that will determine when your workflow gets activated.
Under the "Contact" section, select "Contact Created". This ensures the rule is triggered whenever a new lead is added to the system.
If you want to narrow the trigger to specific contacts, use the "Define Filters" option. For instance, you can select "Has Tag" and specify a tag, such as "New Lead", to monitor only leads associated with that tag.
Once your trigger conditions are set, click Save Trigger to finalise this step.
Actions are what the workflow does after the trigger is activated. For instance, you can notify your team about new leads. To set up an action click the “+” sign below the trigger, and choose an action such as sending an email, SMS, or system notification. We will be using “Send Internal Notification”.
To send email notifications effectively, follow these steps to configure the key fields:
From Name: Specify the name or email address that will appear as the sender. This could be your business email or a system-generated address, ensuring the recipient knows who the message is from.
From Email: Enter the email address the notification will be sent from. Make sure it’s recognisable to avoid confusion.
To: Add the recipient’s email address. If you’re notifying multiple recipients, separate each email address with a comma to include them all.
Subject and Message: Craft a clear and concise subject line that highlights the purpose of the email. Write an actionable and informative message that delivers the necessary details. Use custom values (like the contact's name, email, or phone number) to personalise the email. For instance, include lead information to ensure the notification is relevant and meaningful to the recipient.
The In-App Notification section allows you to send a notification directly within the CRM platform to alert users about specific actions or updates. In the dropdown Set the type of notification to "Notification" for an in-app alert.
SMS notifications are another way to keep your team updated in real time. Here's how to set them up:
To: Enter the recipient's phone number. Similar to email, you can notify multiple people by separating numbers with commas.
Message: Craft a brief and clear SMS message. Use custom values for personalisation. For instance, you could include the lead’s first name or the source of the inquiry.
Once all triggers and actions are in place, move the workflow status from "Draft" to "Publish" by toggling the button at the top of the page. Publishing the workflow ensures that your automation is live and notifications will be sent as per your setup.
After activating the workflow, don’t forget to click Save at the top-right corner of the page to ensure all your changes are stored.
By carefully setting up triggers and actions, you can automate essential tasks and improve your team's responsiveness to new leads. Whether it's sending an email, SMS, or system notification, automation ensures timely communication and enhances efficiency.
Not Receiving Notifications: Verify that the workflow is published, the trigger is set correctly, and recipient information (email addresses or phone numbers) is accurate.
Custom Values Not Displaying Properly: Check the syntax of your custom values. An incorrect format can result in values not being displayed as intended.
