UNDERSTANDING WORKFLOW (3 of 3)
Automated Business Rules
Triggers: A trigger is activated when an event occurs in Influx. Maps, tracks and steps all share an open and a close event that can be used to trigger an action such as sending an email.
Automations: Like triggers, automations also perform actions but instead of waiting for an event to occur, automations wait for certain conditions to be met before they do something. This makes automations most useful for performing actions based on timing. For example, if a video track is open but no videos are watched after a week, an automation can send an email reminder to the lead that videos are available to watch.
Both triggers and automations can perform more than one action at a time. In the video example above a second email could be sent to the lead’s assigned agent to follow up with the lead by phone to ensure there is no problem.
Triggers and automations can:
- Send emails
- Write notes in the lead history
- Change the value of a system or custom field
- Perform functions such as changing a map or closing a lead.
The value of using automations and triggers to apply business rules is so that Influx can performs tasks instead of the agent having to. Any task that is performed repetitively is a good candidate for setting as a trigger or automation.
Business rules are created and applied by administrators only. This is because triggers and automations apply to every lead in a particular map and have to be applies as part of a carefully planned workflow. However, understanding a little about them can be useful so that you can identify situations where they may be of benefit to everyone managing leads.