Automating Workflows

The most useful and powerful set of tools available in Influx are those that automate the agent’s workflow. Influx uses several workflow automating tools. Let’s start with the most heavily used ones; triggers, automations, views, and macros.

Triggers

Triggers are business rules you define that run immediately when a specified event occurs. For example, a trigger can be used to respond to a lead when contact is made through a website form. At the same time an email notification can be sent to the agent that a contact was received. While this sounds a lot like a typical auto-responder, when we look more closely at different types of triggers, you will see that this example is just the beginning of what triggers can do. Along with sending emails, triggers can write notes, set reminders, change field values and perform some basic management task within influx.

Automations

Automations are business rules that run when a specific set of time based conditions are met. For example, a contact is received but after four days no action has occurred. In other words your agent has not been able to communicate with the lead by email or on the phone. An automation can send the first of a series of emails to the contact (sometimes called a drip campaign) to encourage the lead to make contact. Another email can be sent in 14 days and then again at 30 days. If there is still no activity with the lead it can be moved to another map for longer term follow up or closed as a lost lead. All of this achieved without the agent doing anything more than trying to call the contact on the phone.

Macros

If you have worked with other software you are probably familiar with the concept of a macro. When agents find themselves performing the same actions over and over, the action can be recorded as a macro and then repeated by simply selecting the macro from a list. Macros can perform most of the tasks that triggers and automations do except a macro is initiated by the agent not automatically by Influx.

Views

Views are way to organize contacts into groups based on criteria. Views can help agents prioritize which leads require attention first. Using views, agents can define a workflow that makes the most sense to them and helps maintain efficiency.

Now that we have a basic understanding of the automation tools available, let’s look closer at how each one works.