The newly available Automation module is a set of rules that you can apply to each of your calls and messages to perform a certain action. You can use Smart Automation to tag calls if they are above a certain talk time, to alert your reps on calls that have been on hold for too long, or filter messages based on predefined keywords and build text to join programs. Automation Rules can be used to enroll contacts in workflows based on certain actions or “triggers”, for example on missed calls or opt-in SMS requests.
Example 1. Tag all short-duration calls
Suppose that a sales floor lead wants to ensure the quality of telemarketing efforts. This is usually determined by the time spent on the phone with the lead. One can go to a campaign’s Smart Automation tab and set a new rule, to take all “Outbound Calls” that is “Completed”, only if their “Talk Time” is “Lesser Than” 90 seconds, and apply a “Tag”: review required.
Example 2. Create a text to join campaign
A shop owner posts his Aloware number on social media and asks people to text in “free pizza” to that number to receive a promotion. We already know how to create the promotional sequence (aka SMS drip campaign) using Aloware Workflows. Now with Smart Automation, we can create a rule so that each “Inbound SMS” is filtered with “Keywords” free pizza, and enroll the contact into the appropriate “Workflow”.
Example 3. Send a follow-up survey to all calls
Customer satisfaction is the most important factor in any business’s success. Imagine you want to ask each caller about their experience after they call in. Nowadays, no one waits for that “on the phone survey”. However, people respond to texts within 3 minutes or less. To achieve this, you can create a Smart Automation rule that takes all “Inbound” calls that are “Completed”, regardless of duration (no only-ifs) and then enrolls them into a survey “Workflow”:
Example 4. Report on abandoned calls due to long hold times
Aloware’s Actionable Reports take into account tags attached to calls and messages, and we are able to filter data based on these tags. To report on hold times, create a new Smart Automation rule to monitor all “Inbound Calls” that are “Abandoned”, only if their “Wait Time” is “Greater Than” 2 minutes, and apply a tag “long hold time”.
Example 4b. Text back on abandoned calls
Take the above rule into account again – we just figured that we are missing some calls from potential customers. A really helpful addition would be sending a text message, asking for a callback. Go ahead and “duplicate” the rule we made above. Now, change the action to enroll in a workflow and text the leads back.
If you need more help in setting up automation rules, please contact our support. We are happy to help.