Automations don’t have to write to the customer. They can label them, set a status, email you, mark a VIP, or give the conversation to the right person.
- Open Automation and press New automation.
- Pick the moment under When? — usually A message contains… with a word such as “cancel”, or A new customer writes.
- Under What does it do? remove the suggested action if you don’t need it, then add what you want:
- + Tag puts a label on the customer, for example “cancellation”.
- + Status sets Open, Pending or Closed.
- + Email me sends an alert to the address you type (yours to start with).
- + VIP marks the customer as VIP on their card.
- To give the conversation to someone, choose Several steps, add + Hand to the team, and pick a person or The whole team. It is always the last step.
- Under Where should it run? choose the channels and press Save automation.
Example for Northside Gym: when a message contains “cancel”, tag “cancellation”, email the manager, and hand it to the person who looks after memberships.
Good to know
- Tags stay on the customer. In Customers › Campaigns you can later write to everyone With tag “cancellation”, or leave them out with Exclude tag.
- Once a person owns the conversation, nothing automated replies underneath them.
- Several steps can also wait before acting, or check Only if… first.