You can set up various types of actions within your workflows: emails, calls, SMS, tasks, and letters. It also applies when you Send Invoices From Upflow.
For emails, SMS, and letters, you can send them automatically and save some time.
How does it work?
When are automatic communications sent?
- All the automatic actions are sent daily depending on your organization's scheduling time.
- It is by default 8:30 AM (24h format).
- At that time, the system will look at all the communications that should be sent and do it.
- The communications only happen on business days (Monday to Friday).
How do you set up automatic communications?
Hit the checkbox to Send automatically when available (email, letter, sms).
Select which sender should be used to send the communication. You can use specific users, groups (all or assigned), or the assigned users. If there are several assigned users, we will use the one assigned first to the customer.
If you wish for automatic emails to be sent from a generic or group email address, you can:
- Create a new profile with this address, with or without sending an invitation (recommended).
- Use an existing profile with the needed address.
Don't forget to save the action, and you are done.
How to identify automatic communications?
You can see the differences across the app: in the customer's timeline, the actions list views, the workflows.
From your customers' timelines, the automated communications are identified with a lightning icon.
To see what sender is used, you can expand the message content in the timeline and look at the "From" field.
From the Actions list view > All section, you can filter on the Trigger: Automated.
There, you will see the automatic actions that will be sent and the ones that have already been sent.
You can also visually identify then thanks to the little A on the envelop icon.
Finally, in the Analytics, you can see the automatic actions in the Team activity dashboard.
Note that the billing emails are not yet included in this analytics widget.
Troubleshooting: Why is my automatic email displayed in my Actions to do list?
It can happen for an email reminder, initially planned as automatic, to be displayed in a user's to do list. This is related to the customer's contacts: either missing or invalid.
Here's what to check
- Check the pending action's name and the related workflow.
- Go to the workflow and check the action's recipients fields: is it meant for the contact contact? All? A specific position?
- Then check the customer's contacts, specific position if needed.
→ Does the customers have no contacts?
→ Is the necessary contact marked as invalid?
- Correct the customer's contact(s) for the email's automation to be regenerated. The email will then be sent the following business day.
Do you still have a question? Submit a Support request!