The following are common automation workflows that customers use. For more detailed information or further explanation, please contact your Technical Account Manager.
Rep assignment after a lead becomes actionable:
- Assign a lead to a rep when the lead becomes actionable. If you would like to wait to assign a lead to a rep until after a lead has replied and shown interest, you can do so by creating a queue (only works with leads) or creating a placeholder user to assign your leads and contacts to before they are assigned to a real rep. Then, set up automation workflows to trigger your rep assignment on the “Conversica Hot Lead” field and the “Conversica Action Required” field. For this type of setup, it is also suggested that you enable rep reassignment alerts for all of your reps so they are notified when a lead is reassigned to them. You will also want to change the messaging name on the queue or placeholder user to “a representative” so the assistant’s messaging reflects a representative reaching out to the lead instead of an exact name.
Skip to Follow-up after rep Contact:
- Skip to follow-up after a rep has contacted a lead. If you would like the assistant to stop its current series of messaging because a rep has already reached out, and instead skip to the follow-up series to confirm the lead was contacted, you can do this by creating a status that your reps would use to signify they’ve contacted a lead. Then, you would set up automation to trigger on this status to change the “Conversica Options” field to “Skip to follow-up.”
- If you would like to skip to the follow-up series without automation, you can direct your users to manually set the “Conversica Options” field to “Skip to follow-up” in Salesforce.
Skip to follow-up after meeting scheduled:
- Skip to follow-up after a lead has scheduled a meeting with a rep (only available for Drive Action and Drive Action Standalone conversations). If you would like the assistant to stop its current series of messaging because a lead has scheduled a meeting with a rep, and instead skip to the follow-up series to confirm the lead was contacted, you would need to create a field in Salesforce that is populated once the lead has scheduled a meeting. You would then set up automation to trigger once the field is populated that would change the “Conversica Options” field to “Skip to follow-up.”