Setting up automations

Automations are business rules that run when a specific set of time based conditions are met. They are similar to triggers in the actions that they perform but automations do not run when an event fires. Instead, automations evaluate a series of criteria every few minutes and if the criteria evaluate to true, the automation will fire.

Building an automation

To build an automation select Automations from the left menu panel in the administration area. This will open the automations list showing all of the active and inactive automations in Influx.

In the top right of the main panel is the add automation link. This will open the automation builder.

The following table describes the options for your automation.

Automation Title Unique name for your automation. Make it easy to identify the automation function.
Conditions Conditions are the criteria that must be met before the automation will fire.
Actions The action or actions that will occur when the automation is triggered.

Conditions

The conditions that Influx evaluates to see if the automation should fire are called conditions. They are associated with events and the state of maps, tracks and steps.

These events are open and close and the state is active.

  • Map open occurs when a lead is assigned to a map
  • Map close occurs when the lead status is changed to closed, won, or lost.
  • Map active is the state of a map while it is open
  • Track open occurs when a new track is opened
  • Track close occurs when all steps in a track are completed
  • Track active is the state of a track while it is open
  • Step open occurs when the track containing the step opens
  • Step close occurs when the step is completed by the lead or the agent.
  • Step active is the state of a step while it is open.

After an event or state is selected a comparison is used.

Comparisons operators are:

  • Is: equal to =
  • Is not: not equal to <>
  • Less than: is less than <
  • Greater than: is greater than >

Following the comparison a numerical value is added and the units time to use.

Unit options are:

  • Hours
  • Days
  • Weeks
  • Months

Let’s put this together in a couple of examples to see how it works.

In this example if we attach the automation to a step, and the step has not been closed within 12 hours of being opened, the automation will fire.

automations with single condition

In this example if the map has been open for more than 10 days AND the track the automation is attached to has been active less than one hour, fire the automation. Put another way, if the map has been open for 10 days and the track has still not opened then fire the trigger because things are moving too slow.

Automation with multiple conditions

Important
Automations are the most complex of the workflow automating tools. It is relatively easy to set an automation with conflicting criteria that will either always evaluate to true, or never evaluate to true. It is always a best practice to keep automations as simple as possible.The map component that you attach your automation to matters. Always attach it to the lowest level component that you use in the condition.

Adding actions.

Your automation may be single action or several actions that will occur at the same time. Each action provides you with different options. Let’s look at the actions and their options.

Actions

Automation actions are similar to those in triggers.

Email

Sends an email to the lead or another team member

Note

Enters a note into the lead record

To-do

Sets a to do item for the current agent

Function

Performs a system function

  • Send video access: Sends an email with video access info.
  • Close lead: Closes the lead as lost without comment – notes that it is an auto action
  • Close lead as patient: Closes the lead as won
  • Activate video access key: Creates a new access key
  • Deactivate video access key: Deletes access key for lead
  • Change map: Changes the leads map

Set field value

Sets the value of a system or custom field to a selected value.

Set field value

Sets the value of a system or custom field to a selected value.

Adding Placeholders.

Automations support all of the normal placeholders available in influx

When to use an automation

Automations are used extensively to:

  1. Monitor inactivity
  2. Send time based emails or Drip Campaigns