To discover and understand our smart rules logic and behaviour, we invite to read Smart rules first.
Customer smart rules apply to any customers in Upflow unless they have been excluded.
Smart rules have three steps, out of which the first and third are mandatory, while the second is optional based on your needs: Trigger > Filter > Action.
Triggers
Here are the triggers available for customer smart rules:
| Trigger | Description |
|---|---|
| Customer is created | Triggered when a customer is created |
| Customer is created or updated | Triggered when a customer is created or updated. Updates relate to customer properties, including the outstanding balance, custom fields or workflow assignments. |
| Customer outstanding amount threshold | Triggered when a customer's outstanding amount exceeds or falls below a certain value. You will need to specify exceeds vs. falls below, as well as the appropriate value. |
| Customer rating threshold | Triggered when a customer rating exceeds or falls below a certain value. You will need to specify exceeds vs. falls below, as well as the appropriate value. |
| Customer average payment delay threshold | Triggered when a customer's average payment delay exceeds or falls below a certain value. You will need to specify exceeds vs. falls below, as well as the appropriate value. |
Filters
You can then add the specific filters/conditions this rule should follow to be applied. You can add as many conditions as you want, and those conditions will be additive (Condition 1 AND Condition 2).
- If you add multiple conditions, they will be additional:
Within the same field, multiple values will not be complementary*, but independent from each other:
- If Plan is Basic Or Premium, then...
Filters apply to customer properties, including custom fields. However, only the standard fields and types "Select" and "Boolean" will allow you to specify "Is Not" conditions.
*Text type fields
For Text type fields, you will see the options "Contains" and "Does not contain". The value you enter in this condition must have the exact same wording both in the rule and at the customer level.
If in the rule you use "B2B" as value, the value in the customer custom field must be "B2B". If it's "b2b", it will not apply. If your rule is set on "Contains = B2B, B2C", it will not apply either, as the rule will look for customers with the exact value "B2B, B2C".
If you wish to use the same behaviour for multiple values, please duplicate the rule. One rule per value.
Actions
Finally, you can select which action this rule should perform. Each rule only supports one action:
| Action | Description | Example scenario |
|---|---|---|
| Assign users | Assign users to the corresponding customer. You can specify one user or use a custom field with the email address of the corresponding users. | Assign all the Sales and CSMs to their customers depending on a custom field value |
| Assign a workflow | Assign a workflow to the corresponding customer. | Assign workflows automatically depending on countries, payment behavior, etc. |
| Assign payment methods | Assign payment methods to the corresponding customer. | Assign the card payment method to all your SMB customers |
| Exclude from Upflow | Exclude the customer from Upflow. Be careful; you will not be able to import it back afterward. | Exclude from Upflow your internal customers |
| Send a notification* | Send a notification to the person of your choice via the channel of your choice and with personalized content. | Send a notification to the customer's CSM when their outstanding amount is over their credit limit. |
When you are done, hit the Save & Close button at the top right. Don't forget to give your rule a name so you remember what's in it. And activate it!
Delete or Deactivate a rule
Apply the rule to existing customers
The rule you created will only apply to customers matching the rule’s trigger as detailed above.
For existing customers, you must manually bulk update them. From there, the rule will take over if needed in the future.
Head to your Customers list view, and filter your customers based on the rule’s conditions.
Select them all, click Actions, and apply the action’s rule (assign a workflow > select the workflow, assign users > select them, etc).
Click here for more detailed examples: Smart Rules - Assignment Best Practice.