Trigger from outbound communication
under review
R
Ryan Hartigan
There is no way to trigger on outbound SMS/email and no way to wait for an outbound SMS/email. 90% of our clients now ask for a round robin to happen again after a certain period of time of no contact made from the salesrep. But we are not able to have anything trigger or stop an automation based on an action taken by the salesrep. Unfortunately, this means sometimes a salesrep’s leads is assigned to the next salesrep even though they did everything right in terms of getting to the lead as fast as they could
Log In
M
M Mart
YES PLEASE, can we have Snippets as triggers?
T
Ty Averett
This would be crazy helpful. I've tried a few things on my own and here a few things that would be amazing.
--Example Use Case 1--
Automating follow-ups in the pipeline. We use a mix of automated and manual outbound texts to follow up on quotes. What's frustrating is that the system cannot see if a user has replied and sends the automated text, which is confusing to the prospect because they get 2 texts, one of which might have already resolved their question.
--Example Use Case 2--
Making sure texts don't get ignored. We want to make sure when our customers text us they don't fall through the cracks. The ideal would be to create a workflow triggered by an inbound message, that waits then checks if an outbound message has been sent. If no message has been sent, then an internal notification is sent to the team to let them know to respond.
--Trigger Solution--
Workflows being triggered by outbound communication would be fantastic so that these use cases can be made possible.
--If/else and workflow actions--
‼️Important: While having this a trigger is important, we can't stop there. This also has to be integrated into workflow actions and if statements. For example, in my first use case it is important to have as an if statement to keep checking if that outbound message was sent or not. In the 2nd use case, it would be helpful to have this info available so that we can include it in the internal notification (e.g. "Last outbound message was sent {{outbound.lastMessageDateTime}} via {{outbound.lastMessageType}}")
--Parameters--
Parameters to be included in trigger filters, if statements, placeholders, etc:
-Date/time last outbound sent
-Date/time last outbound sent by user, by workflow
-Date/time last outbound sent via SMS, webchat, whatsapp, etc
-Last outbound message type (SMS, webchat, whatsapp, etc)
-Last outbound message body
-Last message sent by (name of user)
-Last message direction (inbound/outbound)
-2nd-, 3rd-, etc-to-last of all of the above (i.e. be able to look at previous outbound and inbound messages)
T
Ty Averett
For reference, here's a custom code workflow action I created to somewhat solve for automated follow-ups doubling up with manual follow-ups. It uses a private integration token with the appropriate permissions to see conversations
B
Brian Pappalardo
This should also include an outbound email via gmail/outlook 2 way sync, as I don't believe those trigger workflows. The use case is if you have a list of prospects and want to assign the contact to the first sales rep who reached out.
D
Divyam Bhadoria
Merged in a post:
Include the WhatsApp trigger → Message Sent
S
Salez Technology
Something that is basic but very important is to know when a message was sent to the customer through the WhatsApp channel and preferably that we can read the content of the message to be able to map and execute subsequent actions.
D
Divyam Bhadoria
Merged in a post:
Add trigger for "Message Sent"
P
Pablo Paredes
I would love to have this trigger. It would help a lot with follow up systems.
D
Divyam Bhadoria
marked this post as
under review
K
Keith Besherse
Divyam Bhadoria, thank you for merging in all the related suggestions.
D
Divyam Bhadoria
Merged in a post:
New Workflow Trigger for Outbound SMS
J
James Quirante
Currently there is no workflow trigger for when an outbound sms is sent to a customer. This would allow us to take action such as leave notes for an audit trail whenever a customer is reached out to via sms. We currently do this for outbound calls.
B
Bryce Claudin
We want this so we can track contact activity.
Specifically to update a custom field "Last_SMS_Outbound"
E
Eric Von Kretschmann
Without a doubt, it would be a very useful and important functionality to intervene in automations and stop them without having to carry out many manual actions.
S
Steve Nielsen
this would be great!
Load More
→