Automation: Automation

Welcome to Automation in Flows by Enreach.

Here you can create Campaign flows that will follow your Leads throughout their entire customer journey.

Read through the article, or click a link below to get started.

In this article:

What is an Automation?

Automations in Flows by Enreach is all automating manual, repetitive tasks so you can save time, become more efficient, and create personalised content for your Leads.
Build entire Campaign Flows with our simple drag and drop Automations builder, and watch as Leads move through the flow based on their behaviour.
Send Emails, SMS, or call from a Telemarketing Campaign - whatever the communication channel you choose, with Automations you can plan your Campaigns, prepare for all possibilities, and stay with your Lead every step of the customer journey. 

To access Automations, expand the side-menu and click Automation. 

In the navigation page, you can see all of your existing Automations, including what Segment they belong to, and their current status.

Filter the Automations view with the following filters:

  • Status: Select Active, Inactive, Paused, Deleted, and Automations with a Send Now/Later status. 
  • Tag: If you have given Tags to your Automations, select them here. 
  • Segment: Filter by which Segments are used in Automations. 
  • Date: Use the date picker to choose either a custom or preconfigured date range for your Automation view. 

Use the Search bar to search for an Automation, or click + New to create a new one. 

To change the Status of an Automation, expand the Status drop-down menu and choose between Active, Inactive, Pause, and Delete. 

There are several options when working with Automations.
Click the cog icon and choose between Change Log, Action Log, Report, Edit Setting, Copy,Run now and Delete. 

Change Log

Click Change Log to view all historical changes made to the Automation, including the before and after value, and which user made the change.

Action Log

Click Action Log to view an overview of when the Automation began, and how many Leads have moved through the Automation. Action Log is idea for troubleshooting your Automation, and gaining an understanding of the volume of Leads moving through the Automation. 

Click View Leads to view a complete list of all Leads that have moved through the Automation, including their Lead ID and Lead fields. 

Report

Click Report to be taken to Automation Reports. Here you view a complete breakdown of how your Automation is performing, and track Leads as they move through different Automation events. 

To read more about Automation Reports, head to this guide. 

Edit Setting

Click Edit Setting to adjust the settings of your Automation, including start and end dates, Status, and duplicate rules.

Check Update next run time to ensure that any new Leads added to the Automation Segment will be included the next time the Automation is run. 

Mandatory fields are marked with a red asterisk.

If you have chosen a Recurring Automation under Type, then there are several options to configure your Automation. 

  • Under Repeated, enter a numerical value in the blank field, then choose a unit of time from the drop-down menu. This will determine how often your Automation will run. 
  • Do not update Segment will not search for new Leads when the Automation is repeated.
  • Update Segment with each run will ensure that any new Leads added to the Automation Segment will be included the next time the Automation is run. 
  • Only include new members in recurring runs will only include the new Leads added to the Segment the next time the Automation is run. 
  • Only include new members in recurring runs with time limit X days has the same function as the above setting, but with the option of a lock. If you choose a time limit of 2 days, for example, then new Leads will only be added to the Segment after 2 days. 
  • Send export list mail, even though list is empty will send an export list email to the configured address, even if the Segment list is empty. 

Check Automation notification to configure an email to be sent on the start, end, or start and end of the notification.

Under Notification priority, choose between High, Medium, Low, and No Priority to set a priority. Click Save changes when done. 

Copy

Click Copy to create a clone of your Automation.

If you are sure, click Yes please. The copy can then be found in the navigation page of Automation.

Run now

Click Run now to bypass the Automation scheduling and start it now.


Delete

Click Delete if you want to delete an Automation.

You will be asked to confirm as deleted Automations cannot be recovered. 

If you are sure, click Yes delete.

Create a New Automation 

To create a new Automation, expand the + New button in the top right of the navigation page and select + New.

You will be taken to the Automation builder.

In the center of the screen is the canvas. This is where you will build your Automation by dragging and dropping various Automation Elements.

There are also several options for the canvas: click Notes to add a note to your Automation, zoom in or out, and click re-order to re-order each Automation Element.

To the right of the canvas are the Automation Elements. These are the building blocks of your Automation flow, and will determine how your Automation will work, and how Leads will move through the Automation.

Automation Elements are divided between the Segment Element,  Activities, Action, Decisions, and Integrations.

Segment

Each Automation flow will begin with a Segment Element, which will automatically load in the canvas, and will determine which Segment is included in the Automation flow.

Click on the Segment element to configure the settings. 

Under Segment, expand the Choose Segment drop-down menu and select which Segment will be included in the Automation flow.

Click Mix Segment to use several Segments in the Automation flow. 

  1. Click + Add new Segment to add a Segment to the Element. Repeat as necessary. 
  2. Under Type, choose between All, Count, and Top up. All will take all Leads from the Segments, Count will allow to to take a certain number, or Value from each Segment, and Top up will take a certain number of good Leads from the Segment to meet the number you specific in the Top up field.  
  3. Under Segment, choose which Segment to add to the Element. 
  4. Under Value, enter the number of Leads the Segment should take if you chose Count or Top up. 
  5. Add any Report Tags that can be used to filter Automation Reports. 
  6. Click Save to save the details of your Segment Element. 

Activities

The Activities Elements will determine what communication channels you will use to communicate with the Leads that move through the Automation.

Each Activities Element has the same options for the Actions, Timing, and Verify settings, so it will only be explained for the Email Element. 

There are four different Activities elements: Email, Telemarketing, SMS, and Export List. 

Please note that the Direct Mail Element is a legacy feature and will not be included in this guide. 

Email

The Email Element will allow you to send an Email to Leads, and trigger another action based on what happens after the Email is sent. 

Please note that you must have already created an Email to use the Email Element

Under Email, expand the Choose Email drop-down menu and select the Email to be sent. 

Add any Report Tags that can be used to filter Email Reports.

Actions

Toggle to Actions in the top menu to configure what Actions should be triggered based on the outcome of the Email: choose between Sent, Bounce, Open, Spam, or Click.

Check the box of the outcome you want to add to the Element, then select an Action from the drop-down menu. The Action will then automatically be added to the Automation flow. 

Timing

Toggle to Timing to decide when to send the Email.

  • Click Send Email in realtime to send the Email as the Lead reaches the Email Element in the Automation. 

  • Click Pool Email to send the Email in bulk to Leads as they reach the Email Element. Enter the number of Leads to receive the Email in the First Run text field, and enter a time (HH:MM) in the At text field. 

    Click Recurring to automate the action, and enter the desired time frame in the Run every text field. 

Verify

Toggle to Verify to check the Leads in the Segment for the correct Permissions to receive an Email. 

Expand the Segment drop-down menu and select a Segment.

When you are finished, click Save. 

Telemarketing

The Telemarketing Element will allow you to add a Lead to a Telemarketing Campaign to be called by an Agent.

Under Telemarketing, expand the Choose Telemarketing Agency drop-down menu and select which Agency the Lead will be sent to.

Next, expand the Choose Telemarketing Campaign drop-down menu and choose the Campaign the Lead will be added to. 

Add any Report Tags that can be used to filter Telemarketing Reports.

SMS

The SMS Element will allow you to send an SMS to Leads, and trigger another action based on what happens after the SMS is sent. 

Please note that you must have already created an SMS to use the SMS Element. 

Under SMS, expand the Choose SMS drop-down menu and select the SMS to be sent. 

Add any Report Tags that can be used to filter SMS Reports.

Export List

The Export List Element will allow you to add a Lead to a scheduled export in Flows by Enreach.

Please note that you must have already created an Export List to use the Export List Element. 

Under Export List, expand the Choose Export List drop-down menu and select the Export List the Lead will be added to. 

Add any Report Tags that can be used to filter Export List Reports.



Action

The Action Elements will allow you to build your Automation based on the outcomes of other Elements. 

Each Action Element has the same options for the Actions settings, so it will only be explained for the Macro Element. 

There are six Action Elements: Macro, Wait, Permission, Lifecycle, Change TM Status, and Update Lead Data in TM.

Macro

The Macro Element will allow you to decide between several different actions when dealing with Leads. 

Expand the Choose Macro drop-down menu and choose between: 

  • Notify User to automatically send a message to the Lead. If this option is chosen, enter a message in the field and add any Mergefields. 
  • Update Field to update a Lead Field. If this option is chosen, select a Lead field to be updated, and enter the new Value in the text field.
  • Delete Lead to delete the Lead from Flows by Enreach.
  • Move to to move the Lead to a different Automation flow. If this option is chosen, select a new Automation from the drop-down menu. 
  • Add Transactions to add a Transaction record to the Lead. If this option is chosen, enter the Amount, Count, and Text in the relevant fields. 
  • Add Leads to Stoplist to add the Lead to a Stoplist in Flows by Enreach. If this option is chosen, select a Stoplist from the drop-down menu, then a Lead field that will identify the Lead. 

Actions

Toggle to Actions to configure what action should be triggered based on the Macro.

Select an Action from the drop-down menu, and check the box to automatically add it to the Automation flow. 

Wait 

The Wait Element can be linked to another Element, and force the action to wait for a preconfigured amount of time

Expand the Time Unit drop-down menu and select a time period to wait for. If you are choosing an option between Minute and Year, enter the exact unit in the text field.

Permission

The Permission Element will allow you to automatically remove or add Leads to certain Permissions, which are configured in Permissions.

Click inside the Permission text field to expand a list of available Permissions. Click to add to the Element.

Expand the Score drop-down menu and choose between Selected to add the Lead to the Permission, and Not Selected to remove the Lead from the Permission

Add any Report Tags that can be used to filter Automation Reports.

LifeCycle

The LifeCycle Element will allow you to change the LifeCycle status of a Lead within the Automation flow.

Expand the LifeCycle drop-down menu and select a LifeCycle to work with. 

Next, expand the Status drop-down menu and choose which Status the Lead should be added to. 

Add any Report Tags that can be used to filter Automation Reports.

Change TM Status

The Change TM Status Element will allow you to change the Telemarketing status of any Lead in the Automation flow. 

Enter the following information: 

  • Update all TM Campaigns: Check this box to update the Lead in all of the Telemarketing Campaigns it appears in. 
  • Agency: Expand the drop-down menu and select which Agency to update. 
  • TM Campaign: Expand the drop-down menu and select a Telemarketing Campaign to update. 
  • or Merge field: To update a Lead Field only, select it from the menu. 
  • Change status on: When dealing with duplicate Leads, choose whether to change the status on All, Oldest, or Newest Leads. . 
  • Status: Expand the drop-down menu and select a new Telemarketing Status that the Lead will be updated with.
  • Next status: Choose a next, optional LifeCycle status that the Lead will change to immediately after the 'Status'. Having greater control over how Leads move through the LifeCycle statuses allows for more detailed reporting and statistics.
  • Filter status: To only change Leads with certain statuses, select them from inside the text field. 
  • Use now dial time: Check this box to set the dial time for when the Lead reaches the Automation Element. Leave the box unchecked to set a specific date and time for the dial time. 
  • Update Lead data: Check this box to update the Lead data via JSON. 

Add any Report Tags that can be used to filter any Automation Reports.



Update Lead Data in TM

The Update Lead Data in TM Element will update all Lead Data mergefields from the Telemarketing function in Flows by Enreach. 

Click inside the TM Campaign text field to expand a list of all Telemarketing Campaigns, and click the ones you want to update.

Click inside the Filter Status text field to select which statuses you want update.

Add any Report Tags that can be used to filter any Automation Reports.

Decisions

The Decisions Elements will allow you to branch out your Automations, and control where Leads move.

There are three Decisions Elements:  Checkpoint, Split, and Goal.

Checkpoint Element

The Checkpoint Element will allow you to check for a Lead's interactions with your communications or website before allowing them to progress in the Automation flow.

Expand the Select Condition drop-down menu choose between:

  • Is email XX opened? will check if a Lead has opened a specific email. If this option is chosen, choose an Email from the drop-down menu.
  • Is email XX clicked? will check if a Lead has clicked on any URL a specific email. If this option is chosen, choose an Email from the drop-down menu. 
  • Is sms XX clicked? will check if a Lead has clicked on a specific SMS. If this option is chosen, choose an SMS from the drop-down menu. 
  • Is website XX visited? will check if a Lead has visited a specific URL. If this option is chosen, enter the URL in the text field.
  • Is website in category XX visited? will check if a Lead has visited a website in a specific category that was tagged in the Webtracking setup. If this option is chosen, enter the category in the text field. 
  • Is Lead part of Segment XX? will check if a Lead belong to a Segment in Flows by Enreach. If this option is chosen, choose a Segment from the drop-down menu. 

Actions

Toggle to Actions to configure what action should be triggered by the Lead meeting the parameters established in the Checkpoint step. 

  • Click Positive outcome and choose an Element from the drop-down menu that will be triggered by the Lead meeting the Checkpoint. The new Element will then be added to the Checkpoint Element in the canvas by a green arrow. 
  • Click Negative outcome and choose and Element from the drop-down menu that will be triggered by the Lead not meeting the Checkpoint. The new Element will then be added to the Checkpoint Element in the canvas by a red arrow. 

Timing

If you are adding an Email Action to your Checkpoint Element, then toggle to Timing to decide when to send the Email.

  • Click Send Email in realtime to send the Email as the Lead reaches the Email Element in the Automation. 

  • Click Pool Email to send the Email in bulk to Leads as they reach the Email Element. Enter the number of Leads to receive the Email in the First Run text field, and enter a time (HH:MM) in the At text field. 

    Click Recurring to make automate the action, and enter the desired time frame in the Run every text field. 

Verify

Toggle to Verify to check the Leads that reach the Checkpoint Element for the correct Permissions to receive an Email. 

Expand the Segment drop-down menu and select a Segment you wish to verify the Leads against.

When you are finished, click Save

Split Element

The Split Element will allow you to split the Leads that are moving through the Automation flow based on a number of factors. 

Expand the drop-down menu and choose between:

  • Random by percentage to randomly sort the Leads between 2 and 10 groups.
  • Fixed number to sort the Leads between 2 and 10 groups by a set number. 
  • Condition based to sort the Leads based on customisable conditions. 

Groups

Toggle to Groups to configure how the split will work, depending on whether you chose Random by percentage, Fixed number, or Condition based. 

If you chose Split by Random by percentage, expand the Choose number of groups drop-down menu and choose the number of groups that the Leads should be divided into. 

Enter the desired percentage that each group will have in the text fields. 

If you chose Split by fixed number, expand the Choose number of groups drop-down menu and choose the number of groups that the Leads should be divided into. 

Enter the number that each group will have in the text fields. 

If you chose Split by condition based, expand the drop-down menus and configure the condition that the Lead will have to meet.

There are two types of Conditions to choose from:

  1. Customer, or Lead fields
  2. and Action, which describe when a Lead was either created, edited, contacted, or is a part of certain Segments. 

When you have chosen the Condition type, complete the rule by expanding the drop-down menus and selecting the relevant options. 

Click the green plus icon to add more conditions, and repeat as necessary. 

Actions

Toggle to Actions in the top menu to configure what Actions should be triggered based on whether each group meets the conditions specified. The Action Element will then be added to the canvas. 

Goal Element 

The Goal Element will allow you to use a Goal to track a Lead's activity. Once the Goal's criteria is met, the Lead will progress in the Automation.

Expand the Goal drop-down menu and select a Goal from the list. 

Under Actions, select which Element should be triggered once the Lead reaches the Goal. Click Complete to add the Element to the canvas. 

Please note that you must have already created a Goal to use the Goal Element.

Integrations

The Integrations Elements will all you to integrate your Automation flow to other systems.

There are three Integrations Elements: Integration, Facebook, and Make HTTP Request.

Integration Element

The Integration Element will allow you to connect your Automation Flow to your Microsoft Dynamics CRM account, and update Lead information between Flows by Enreach and Microsoft Dynamics. 

Enter the following information: 

  • Choose System: Expand the drop-down menu and select Microsoft Dynamics CRM. We currently only support one external system integration. 
  • Method: Expand the drop-down menu and choose between Add/update Lead, Add Transaction, and Add Activity. 
  • Field: Expand the drop-down and insert the Field into the User Defined text box by clicking Insert. Repeat as many times as necessary.
  • Report Tag: Add any Report Tags that can be used to filter Automation Reports. 

Actions

Toggle to Actions to configure what action should be triggered by the Lead meeting the parameters established in the Integration step. 

  • Click Success and choose an Element from the drop-down menu that will be triggered by the Lead meeting the Integration rules. The new Element will then be added to the Checkpoint Element in the canvas by a green arrow. 
  • Click Fail and choose an Element from the drop-down menu that will be triggered by the Lead not meeting the Integration rules. The new Element will then be added to the Checkpoint Element in the canvas by a red arrow. 

Facebook Element

The Facebook Element will allow you to add or remove Leads in the Automation flow from a Facebook Audience List.

Expand the Audience List drop-down menu and select an existing Facebook Audience List.

Expand the Action drop-down menu and choose between Add Leads and Remove Leads.

Add any Report Tags that can be used to filter Automation Reports. 

Please note that you must have already created a Facebook Audience List to use the Facebook Element.

Make HTTP Request

The Make HTTP Request Element will allow you to set up an API call between Flows by Enreach and another system. 

Enter the following information: 

  • Import: To import an existing HTTP Request from another Automation, select it from the drop-down menu. 
  • URL: Expand the drop-down menu and choose between a POST and a GET request. Enter any Lead Mergefields into the URL using the <#> to the right. 
  • Builder: If you are using Builder, click Add new header row or Add new body row to begin building your request. Enter the Key and Value in the correct fields, and repeat as necessary.
  • JSON: If you are using JSON, enter your text in the Headers and Body text fields. 

Actions

Toggle to Actions to configure what action should be triggered by the Lead meeting the parameters established in the Run web service step. 

  • Click Success and choose an Element from the drop-down menu that will be triggered by the Lead meeting the HTTP Request rules. The new Element will then be added to the Checkpoint Element in the canvas by a green arrow. 
  • Click Fail and choose an Element from the drop-down menu that will be triggered by the Lead not meeting the HTTP Request rules. The new Element will then be added to the Checkpoint Element in the canvas by a red arrow. 

Adding Elements to the Canvas

To add Elements to the canvas and begin building your Automation flow, simply drag and drop them into the canvas.

Elements can be connected by linking the chain icon from one to another. 

If the connection is missing any information, a pop-up window will be displayed and you can complete the connection. 

When an Automation flow is built it will look something like the image below. 

The Automation is configured so that when an Email has been sent to Leads in a Segment, the Automation will wait 2 days.

After 2 days, the Checkpoint Element will check if the Lead has opened the Email.

If it the Lead opened the Email, they will reach the Goal, signified by the green arrow. If they didn't open the Email, they will receive an SMS, signified by the red arrow.

To delete an Element from the canvas, right-click the Element and click delete. 

Click Save to expand the menu then Save Automation to save your progress.

Save the Automation

Once you have completed the Automation, click Save then select Save as Automation.

In the pop-up window, enter the following information: 

  • Name: This is the name of your Automation, and is visible from the navigation page. 
  • Start date: Enter a start date and time for the Automation. Please note the accepted format (YYYY-MM-DD and HH:MM).
  • End date: Enter an end date and time for the Automation. 
  • Tag: If you need to categorise or easily search for your Automation once it's saved, enter a Tag in the text field. 
  • Status: Expand the drop-down menu to select a status. This will most likely be Activated, but you can select Deleted, Inactive, and Paused. These statuses can also be changed directly from the Automation navigation page. 
  • Type: Expand the drop-down menu and choose whether the Automation should be Single, or Recurring. If you choose a recurring Automation, the following options will be displayed: 
    • Repeated: Configure how often the Automation will be repeated. Enter a numerical value in the text field, then choose a unit of time from the drop-down menu.
    • Do not update Segment: This option will not update the Segment if new Leads are added after the Automation is created. 
    • Update Segment with each run: This option will include new Leads in the Automation as they are added to the Segment each time the Automation is run. 
    • Only include new members in recurring runs: Only new Leads that are added to the Segment will be included when the Automation is run, and will therefore only be included in the Automation once.
    • Only include new members in recurring runs with time limit X days: This option is the same as the above, but with a lock limit of your chosen time. For example if you enter 3 days, then after 3 days new members will not be included in the Automation.
  • Send export list mail, even though list is empty: Check this box to send an export list email to the chosen email address, even if the Automation is run without any Leads. 
  • Exclude duplicate recipients: Check this box to ensure that any Leads that are included more than once in the Segment will only be included once in the Automation. 

When you are done, click Save to save the Automation, Run Now to activate the Automation, or Close to exit the Automation Settings without saving. 

Create a Playbook 

Creating a Playbook will allow you to save an Automation flow as a template that can be reused and modified when needed. 

Once you have created your Automation, click Save then select Save as Playbook. 

In the pop-up window, enter a Name and Description of your Playbook, create a Category Tag to filter your Playbook, and add an image file.

click Save to save the Playbook. 

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