Workflow Actions

Certificates play a crucial role in the value of your courses, and automating their delivery can streamline the process significantly. One efficient way to handle this is by incorporating certificate issuance into one of your workflows, such as when you mark a task as completed or when a user finishes a product. To set this up, begin by adding a new action in your workflow and selecting the option to issue a certificate. After selecting this option, you'll need to choose a certificate template from your available options. Remember, if the template requires specific fields that are not present in the contact's data who triggered the workflow, those fields will appear as blank spaces. Once you've chosen your template, save the action, and the system will take care of the rest. This allows you to distribute certificates automatically and effortlessly.

This function enables you to send a direct message via Instagram to a contact. To begin, simply click the + icon and choose the Instagram DM option. This action allows you to promptly engage with potential leads, ensuring they remain interested in your offerings and don’t slip away unnoticed. To utilize this feature for sending messages through Instagram, ensure that the contact has interacted with your connected Instagram page within the last 24 hours before reaching the designated event in your workflow.  Predefined Templates If you have pre-made templates available, you can select one by clicking on the Templates field. This allows you to choose from the existing templates stored in your CRM, streamlining the messaging process.  Crafting a Message Prefer to compose your message on the spot? You can type it directly into the Message field. For personalized touches, use the Custom Values feature to insert specific details, like the recipient’s name.  Attaching Files To include an attachment, click the Add Attachment button (green) and select the desired file from your device.   Uploading Files via URL You also have the option to upload files directly from a URL. Simply input the link into the designated field and hit the +Add button to incorporate it. 

Triggering Conditional Actions The If/Else workflow function activates upon meeting a predefined condition, directing contacts to subsequent workflow steps. This tool is ideal for segmenting workflows based on criteria like tags or custom values. Crafting Conditional Logic To integrate If/Else logic into your workflow, begin by defining a condition that aligns with your goal. Once named, you can continue to the implementation steps. Branching Strategies Incorporating branches into a workflow allows for the creation of complex conditional paths, with each branch capable of handling up to 10 unique outcomes. This feature lets you add tailored automation sequences at the end of each branch. Naming Branches: Assign a clear, purpose-driven name to each branch for easy identification. Setting Branch Details: Choose the appropriate conditional trigger. Selecting Operators: From the dropdown, pick an operator that matches your condition. Add the necessary parameters and values. Adding Conditions: Insert one or more conditions within a branch to refine the logic. Creating Segments: Click the + Add Segment icon to introduce additional segments, each with its own conditions and filters. Expanding with Additional Branches: Include more branches as required for your tasks. Segmenting Workflows Segments are crucial when diversifying workflow paths. This section allows you to select conditions and operators tailored to your workflow. Enhancing Logic with 'And' & 'Or' 'And' Logic: Use this when multiple conditions must be met simultaneously. 'Or' Logic: Apply this when you want the workflow to proceed if any one of the set conditions is satisfied. Duplicating and Reordering Branches Duplicating Branches: Easily copy a branch within a conditional action by selecting “Duplicate Branch” from the branch menu. The duplicate will appear with "(copy)" appended to the name, ready for renaming. Reordering Branches: Rearrange multiple branches within a conditional action to better suit changing requirements. This is done by dragging and dropping after selecting the “Reorder Branches” button. Renaming the None Branch: The “None Branch” is the default branch that handles unmet conditions. This branch can be renamed to better reflect the actions it performs. Applying Conditional Logic: A Practical Example Consider a scenario where a client named John provides home repair services. After an appointment, the system sends John a message with three scenarios to choose from. Based on his selection, the system executes a specific workflow: Showed and Purchased: Triggers actions like adding a "Won" tag and sending a thank you message. No-Show: Initiates actions such as tagging the contact as "No Show" and enrolling them in a follow-up email sequence. Each branch results in a distinct set of workflow actions tailored to the selected scenario. When all configurations are complete, save and publish the workflow to put your logic into action.

Efficient contact management is vital for businesses using CRM platforms to maintain smooth operations and ensure data accuracy. The "Duplicate Contact" feature is an essential tool that allows for the easy replication of contacts across different accounts within the system. This feature is particularly beneficial for businesses that need to manage contacts effectively, whether for data migration to new accounts or maintaining consistency across several accounts. This guide outlines the steps to activate this feature and how to use it to optimize your contact management strategies. Activating Premium Actions & Triggers Before using the "Duplicate Contact" feature, it’s important to ensure that Premium Actions & Triggers are turned on. Once activated, both existing and new sub-accounts are granted 100 free executions. For existing sub-accounts, manual rebilling should be enabled to avoid any additional execution costs. Steps to Duplicate Contacts Once Premium Actions & Triggers are activated, you can proceed by adding an action within your workflow and selecting the "Duplicate Contact" option. Selecting a Target Account Choose the account where you want the contact to be duplicated. The available accounts will be listed based on the user’s access permissions. Adding Tags to the Sub-Account Select tags from the current sub-account or create new ones to be added to the duplicated contact in the chosen sub-account. If the tag is not already present in the sub-account, it will be automatically created and linked to the contact. Transferring Tags Enable this feature if you wish to transfer the tags associated with the contact to the target account. Transferring Custom Fields Activate this feature to duplicate custom field values of the contact to the target account. These values will only be transferred if the corresponding custom fields exist in the target account. Updating Existing Contacts If this option is enabled, and the contact already exists in the selected sub-account, the contact information will be updated. If the contact does not exist, a new contact will be created. This feature only works if the "Allow Duplicate Contact" setting is disabled in the target account's Business Profile. If "Allow Duplicate Contact" is enabled, a new contact will be created for each copied contact. ? Important: If a contact lacks an Email or Name, the contact will not be duplicated and will be skipped. By utilizing the "Duplicate Contact" feature, businesses can easily move critical information, thereby streamlining contact management. Whether you’re migrating contacts to a new account or ensuring uniformity across various accounts, this tool significantly improves CRM efficiency.

The Goal Trigger feature is designed to automatically advance contacts to the subsequent stage in a workflow as soon as they fulfill the criteria set by the user. This advancement can take place irrespective of the contact’s current position within the workflow. This functionality is particularly useful for stopping further workflow actions once a customer has achieved a specific goal, like completing a transaction. Action Naming Users have the flexibility to name the Goal Trigger in alignment with their objectives, or they can retain the default name. Choosing a Goal Type Users can select a Goal Trigger to set up a specific target within a workflow. Upon a contact’s entry into the workflow, the system immediately begins to monitor for the occurrence of the designated Goal Trigger, regardless of where the contact is in the workflow. Email Trigger - This option allows the system to draw prospects into the workflow whenever predefined conditions related to an email event are met, regardless of their current position in the workflow. Users can specify the exact email event, such as an email being opened or a recipient unsubscribing. Trigger Link Click - As soon as a prospect clicks a designated trigger link, they are moved into the workflow, no matter what step they were on. Currently, only one Goal Trigger can be set up per workflow. Select the email step to monitor Users can specify which step in the email process the system should wait for by choosing the appropriate option under “Select email step to monitor.” Choosing the Email Trigger Event Based on your goal, select the relevant email trigger from the options provided. You can choose one or multiple events by checking the corresponding boxes. Opened - Use this option to activate the trigger after an email is opened. Clicked - Choose this when the goal should be triggered by a link click. Unsubscribed - Select this if you need actions triggered after a prospect unsubscribes. Complained - This option allows actions to be triggered when an email is marked as spam by a recipient. Bounced - If an email bounces, you can configure the system to remove that email from the list. Options if the contact reaches the goal without meeting conditions If the contact arrives at the goal step in your automation without meeting the trigger conditions, you can choose from three options: End Workflow - Ends the workflow even if the goal conditions aren’t met. Continue Anyway - Proceeds with the remaining actions even if the goal hasn’t been achieved. Wait until Goal is met - Pauses the workflow until the contact meets the goal conditions. Save Changes This tab allows you to save any adjustments made to your Goal Trigger.

The "Go-To" feature in Workflows enables seamless transitions for contacts between different events. This tool is particularly useful in intricate workflows with multiple branches, allowing you to move contacts forward in the process without the need to replicate actions across the workflow.  Creating Connections To establish a path between events, choose the steps highlighted in light green. By clicking on one of these steps, you'll set up a direct connection between events.  Path Creation Process Paths can be created in two ways: you can manually drag a light green dot to connect with a dark green dot, or simply click on the dark green dot to automate the connection. Once the dots are linked, any contact that reaches the Go-To step will automatically proceed to the connected event. For example, once at the Go-To step, contacts might be directed to the "Remove Contact Tag" action without further intervention.  Removing a Path To disconnect a path, click on the unlink icon and choose "Remove Path." 

The GMB Messaging feature within your workflow allows you to communicate with your contacts directly through Google My Business. For the message to be successfully delivered, the contact must have interacted with a GMB page linked to your CRM within the last 24 hours prior to the event.  Sending a Message To initiate messaging, click the "+" icon and select "GMB Message." If you have any pre-designed templates, you can choose one by selecting the Templates field and picking the relevant option from those available in your CRM. Alternatively, you may compose your message directly in the Message field. You can also personalize your message by using specific custom values, such as the contact's name, by clicking on the Custom Values option. 

Workflow Setup and Publishing To make a workflow live, it's crucial to define both a trigger and an action. If either is missing, you'll only be able to save the workflow but not publish it. Adding an Access Token For integrating Facebook's Conversion API with your workflow, start by accessing the Facebook Business Manager within your account settings. Navigate to the Conversion API section, generate an access token, and copy it. This token must be placed in the 'Access Token' field within your workflow configuration. If the associated business page is recently created, additional steps may be required, such as setting up Social Issue, Electoral, or Political Ads settings, which might include identity verification.  Configuring Pixel ID To configure the Pixel ID in your workflow, go to your Facebook Business Manager settings, locate the Pixel ID under the details section, and copy it. Then, enter this ID into the designated Pixel ID field in your workflow setup. Selecting the Facebook Event Name In the workflow configuration, you will need to choose an event name in the Facebook Event Name section. Options include actions like adding contact, generating leads, or adding payment information.  Setting Event Value Input the desired event value in the Value field of your workflow, which will help in determining the worth of the lead or action based on the event chosen. Defining Currency Type Specify the currency for the event value in the Currency field. By default, this is set to USD, but it can be adjusted to match your preferred currency. Testing the Workflow To verify the workflow setup, return to the Facebook Business Manager, locate the Pixel under Data Sources, and copy the test code from the test event. Paste this code into the Test Code field of your workflow. Once testing is complete, remove the test code and save the workflow. 

The "Exclude from Custom Audience" workflow action on Facebook allows users to remove specific contacts from a designated custom audience. This functionality is crucial for refining audience segmentation on the platform, enabling users to eliminate certain contacts based on predefined criteria or actions. By doing so, it enhances the accuracy of Facebook ad targeting, boosts customer engagement, and fosters a more personalized experience tailored to individual users. Steps to Execute To perform this action, begin by selecting the "+" icon to add the "Exclude from Custom Audience - Facebook" as a workflow action. Next, choose the relevant Facebook Account ID from the provided dropdown menu. After selecting the Facebook Account ID, proceed to pick the specific Custom Audience ID from which you want to exclude contacts.

The "Integrate with Custom Audience" feature allows you to automatically include a contact in a specific custom audience on Facebook. This functionality is particularly useful for retargeting potential customers who haven’t yet converted into leads or for re-engaging those who have already made a purchase. Setting Up the Action Begin by selecting the "+" icon to insert a new workflow action. Then, choose "Facebook - Integrate with Custom Audience" from the options. After that, select the relevant Facebook Account ID from the dropdown list. Once you’ve chosen the account, you’ll be able to select the specific Facebook Custom Audience ID where you want the contacts to be added.

The "Terminate IVR Call" feature offers an efficient way to conclude IVR interactions within a workflow, providing options to end the call with a text message, a personalized voice message, or immediately. This tool is designed to streamline the user experience by eliminating unnecessary waiting times after IVR actions are completed, thus improving overall interaction quality. Configuring the Terminate IVR Call Feature To implement the "Terminate IVR Call" function in your workflow, follow these steps: Access the Workflow: Open the workflow that contains the IVR action you wish to conclude. Insert the Terminate Action: After any IVR-related actions (e.g., Gather, Say/Play a Message, Record), click the "+" button. Locate the Action: Search for "End Call" in the action options. Select a Termination Option: Immediate Termination (Default): Ends the call right away when the "Add Voice Instructions" toggle is off. Text Message: To play a custom text message before ending the call, toggle the “Add Voice Instructions” switch and choose the “Say a Message” option. Customize the message with settings for loops, voice, and language. Custom Voice Message: Upload a personalized voice recording or branded audio to be played before the call ends by selecting the “Play a Message” option. Customize the number of loops as needed. Save Your Configuration: Click "Save Action" to finalize the settings. Note: IVR actions following the "Terminate IVR Call" step will not be executed, but other workflow actions outside of the IVR sequence will proceed as configured. Common Questions Q: How does this affect the workflow? The "Terminate IVR Call" feature enhances the user experience by promptly ending IVR interactions, thereby reducing unnecessary call durations and preventing users from being subjected to prolonged hold music. Q: What customization options are available? Users can choose from three methods to end the call: Immediate Termination: The call ends instantly without any prior message. Text Message: A custom text message is played before the call ends, with customizable loop settings. Custom Voice Message: A personalized audio message or branded music is played before the call is terminated, also with adjustable loop settings. Q: What happens to IVR actions following the Terminate IVR Call action? All subsequent IVR actions are bypassed. However, non-IVR actions within the workflow will continue to run as planned. Troubleshooting Issue: The call does not terminate as expected. Solution: Ensure the "Terminate IVR Call" action is correctly positioned in the workflow after the desired IVR steps. Issue: Custom messages fail to play. Solution: Double-check the configuration of your custom text or voice message and confirm that the loop settings are accurate. Issue: Non-IVR actions are not executing. Solution: Verify that the "Terminate IVR Call" action is only ending IVR actions and that the workflow is designed to include subsequent non-IVR steps.

Publishing Workflows To successfully publish workflows, it's necessary to have both a workflow trigger and a workflow action in place. Without these components, you can only save the workflow but won't be able to publish it. Marking Conversations: Read/Unread or Archive/Unarchive To mark a conversation as either read or unread, or to archive or unarchive it, users should utilize the "Edit Conversation" option. This feature automates the process of changing the status of conversations, eliminating the need for manual updates once the workflow event is triggered. Handling Read and Unread Chats You have the option to mark a conversation with a contact as either "Read" or "Unread." Mark as Read This option allows you to mark a conversation as read without needing to open the chat, making it easy to bypass certain conversations if needed. Mark as Unread If you’ve already opened a chat but want to be reminded to follow up, you can mark it as unread to bring back the notification alert for that conversation. Archiving and Unarchiving Chats You also have the ability to either archive or unarchive a conversation with a contact. Archive Clicking this option will hide the chat, effectively archiving it. Unarchive - Move to Recent Tab Selecting the unarchive option will restore the contact's chat and move it back to the recent tab.

When crafting workflows, you’ll encounter a variety of CRM-specific actions. These actions are designed to perform particular tasks within your CRM, such as managing tags, updating opportunities, automating user assignments, and much more. Below is an overview of some key actions you can incorporate into your workflows. Tag Management Apply Contact Tag This action automatically tags a contact when a workflow is triggered. Use this feature to organize contacts by adding relevant tags as they engage with forms, surveys, or other defined events.  Remove Contact Tag Conversely, this action removes specific tags from a contact's record within the CRM. It’s particularly useful for decluttering contact profiles by removing outdated or irrelevant tags based on specific triggers.  Opportunity Management Add or Update Opportunity This action enables the creation of new opportunities or the updating of existing ones within your sales pipeline. Automatically adjust opportunity statuses or details based on specific workflow triggers, minimizing the need for manual updates. Remove Opportunity This action removes an existing opportunity from the workflow, effectively managing your pipeline by eliminating irrelevant or outdated opportunities.  Contact and User Management Assign Contact to User Use this action to assign a contact to a specific user or distribute contacts among team members using a round-robin method, ensuring a balanced workload and efficient monitoring. Remove Assigned User This action removes a user’s assignment from a contact after completing a task, such as a follow-up call or message, streamlining user management.  Set Contact Do-Not-Disturb (DND) Enable the DND status for a contact, preventing them from receiving certain communications. This action is vital for respecting contact preferences and legal compliance.  Workflow Management Add to Workflow Automatically enroll a contact into another workflow from the current one. This action facilitates seamless transitions between workflows, ensuring contacts receive the appropriate follow-up actions. Remove from Workflow This action provides options to remove a contact from a particular workflow. You can either remove them from the current workflow or select another workflow within your CRM. Remove from All Workflows Eliminate a contact from all active workflows, ensuring that they are no longer part of any automated sequences.  Notification and Status Management Send Internal Notification This action sends an alert or notification to internal users involved in a workflow, ensuring everyone is informed of important updates. Update Appointment Status Automatically adjust the status of an appointment when certain workflow conditions are met, keeping your scheduling system up-to-date without manual intervention.  Set Event Start Date This action allows users to define when an event should start, setting precise dates and times for workflow-triggered events.  Send Review Request Trigger an automatic request for a review from your contacts at the appropriate stage of your workflow, helping to gather valuable feedback.  Task and Field Management Add Task Automatically create and assign tasks to yourself or your team members, ensuring that important actions, like follow-up calls, are not forgotten. Update Contact Field Modify specific fields within a contact’s record, allowing for the continuous and automated updating of contact information.  Edit Conversation Automatically update the status of conversations as read/unread or archived/unarchived based on workflow triggers, reducing manual steps.  Integration Actions Stripe One Time Charge Initiate a one-time charge via Stripe for a specified amount when certain workflow conditions are met, streamlining your payment processing. Google Analytics Event Trigger a specific event within Google Analytics from your CRM workflow, allowing you to track actions such as form submissions or support requests.  Google AdWords Conversion Initiate a conversion event in Google Ads based on CRM activity, ensuring that key actions like form completions are tracked as conversions.  Facebook Custom Audience Add contacts to a specific Facebook custom audience for targeted ads, or remove them based on specific workflow triggers.  Facebook Conversions API Directly send web events to Facebook’s servers through the Facebook Conversions API, bypassing restrictions from third-party blocks, ensuring accurate data tracking.  This overview provides a snapshot of the extensive capabilities you can unlock within your CRM workflows, ensuring that every aspect of your customer and opportunity management is streamlined, automated, and efficient.

The "Conversation AI" feature introduces a new level of interaction, allowing you to ask questions, manage responses based on conditions, and tailor the bot's personality and instructions. This advanced capability enables the creation of highly personalized and dynamic conversations with your contacts. Below, we'll explore the main features and provide a step-by-step guide on how to effectively implement this tool. Core Features Interactive Questioning: Use this feature to pose targeted questions to contacts, seamlessly integrating them with incoming messages. Conditional Response Paths: Create different paths based on the contact's response, allowing for customized follow-up actions. Personalization: Customize the bot’s character and instructions to reflect your brand’s voice and communication style. Leveraging Bot Training: Utilize pre-existing bot training to ensure the AI delivers consistent and accurate responses. Setting Up the "Conversation AI" Feature To begin, initiate the workflow by selecting the appropriate trigger. Configure any actions that should precede the "Conversation AI" action, then select "Conversation AI" from the available workflow actions. Customizing Personality and Instructions By enabling the "Advanced Bot Configuration," you can access settings to personalize the bot's "Personality" and add any "Additional Instructions." The bot's prompt will then combine the following elements: Defined "Personality" Any "Additional Instructions" The main question intended for the contact Context from previous bot training sessions Past conversations with the contact Crafting the Contact's Question Here, you'll set up the main question that the bot will ask. This is triggered either by the primary workflow or as a response to an inbound message from the contact. Response Time Frame Define the time limit for the bot to wait for a contact's response. If no reply is received within this period, the workflow will automatically follow the "Time Out" branch, allowing for alternate actions or reminders to keep the conversation flowing. Selecting the Communication Channel Choose the communication channel (SMS, Facebook, or Instagram) through which the bot will send the message to the contact. Skipping Redundant Questions If the required answer is already present in the conversation history, you can configure the bot to skip the question. The bot will then proceed based on the previously recorded response, ensuring the conversation remains relevant and efficient. Managing Branches and Conditions Two default branches are created for each action, with the option to add more as needed: Time Out: Triggered if the contact does not respond within the allotted time. No Condition Met: Activated when the contact responds, but none of the predefined conditions are satisfied. Creating New Branches Each branch must be uniquely named and tied to a specific condition that will direct the contact down the appropriate path. After setting up, make sure to save your action and the workflow to keep your changes. How the "Conversation AI" Feature Works Once configured, here’s how the process unfolds: Message Generation and Sending: The bot generates a prompt and sends the message to the contact. It may use context from previous training to enhance its response. Waiting for a Reply: The bot waits for the specified time for a reply. Time-Out Handling: If no response is received within the set time, the workflow follows the "Time Out" branch. Condition Checking: If a response is received, the bot checks which condition is met. If none, the "No Condition Met" branch is followed. Conditional Branching: If a condition is met, the bot directs the contact down the corresponding branch, ensuring a personalized and contextually relevant interaction. This concludes the comprehensive guide on the "Conversation AI" feature, offering you a powerful tool to create dynamic and personalized conversations within your workflows.

Welcome to the next level of business automation with OpenAI's GPT-powered solution, designed to revolutionize your operational efficiency. This advanced AI tool is engineered to handle complex tasks with speed and precision, eliminating the need for manual, time-consuming processes. Step into a new era of productivity with OpenAI's GPT. What is OpenAI's GPT-powered Action? OpenAI’s GPT-powered Action is a revolutionary tool that seamlessly integrates with your existing workflow, leveraging AI to enhance business automation strategies. It intelligently interacts with your CRM system, responding to various triggers and actions to streamline your operations. By utilizing cutting-edge AI technology, like GPT-4, this action generates relevant and dynamic responses, improving communication across multiple platforms, including social media, e-commerce, and learning management systems. Additionally, it manages intricate data formatting and calculations, further enhancing the accuracy and efficiency of your business processes. As a workflow action, it prepares your business to be more innovative, agile, and responsive. Application Scenarios with Workflow Triggers and Actions Social Media Auto-Responder: Deploy inbound webhooks from social media platforms to trigger GPT responses. These responses can be tailored, such as a thank-you note for every new follower or a personalized direct message. Automated Birthday Greetings: Activate GPT through the "Birthday Reminder" trigger to send standard birthday wishes via email or SMS to your contacts. E-Commerce Abandoned Cart Recovery: Utilize the "Abandoned Checkout" trigger to send automated GPT-generated reminders to customers about their abandoned carts via email or SMS. Opportunity Management: Leverage the "Opportunity Status Changed" trigger to update Google Sheets with new data automatically and send status updates to potential clients using GPT-generated emails. Course Completion Certificates: Upon triggering the "Product Completion" action, GPT generates and sends congratulatory messages and certificates via email or SMS. Automated Booking Confirmation: Use the "Customer Booked Appointment" trigger to send a GPT-generated confirmation message with all the booking details. Post-Purchase Survey: Trigger a thank-you message and post-purchase survey link using GPT upon receiving a payment confirmation. Form Submission Follow-Up: Automatically generate and send an acknowledgment message through GPT when a form is submitted on your website. Setting Up Your ChatGPT Workflow Create a Workflow: Begin by creating a new workflow or selecting an existing one. After adding the relevant Workflow Trigger, proceed to the Actions section and incorporate the GPT-powered by OpenAI Action. Select the ChatGPT Model: By default, GPT-3.5 Turbo is selected, but you can switch to GPT-4 Turbo by choosing your preferred option from the drop-down menu. Customize or Use Pre-made Actions: You can either create custom actions by filling out the Prompt for ChatGPT or select from pre-made action types available in the drop-down menu. Fine-Tuning: Temperature Settings Adjusting the sampling temperature influences the randomness of the AI-generated text, with settings ranging from 0 to 1. A higher temperature, like 0.8, results in more diverse and unpredictable content, while a lower setting, like 0.2, produces more consistent and predictable outputs. This flexibility allows you to tailor the AI’s creativity to meet your specific needs. Output Integration Once configured, the outputs generated by ChatGPT can be integrated into subsequent steps within your workflow. Reference these results using the format {{chatgpt.1.response}}. Pre-made Action Types Text Sentiment Analysis: Automatically assess whether a received message has a positive or negative tone and respond accordingly. Text Summarization: Condense any text to your preferred length with GPT. Content Translation: Translate content between languages with ease by selecting the source and target languages. Frequently Asked Questions Can I tailor the GPT-powered by OpenAI Action to fit my needs? Yes, you can adjust the behavior of GPT by setting the temperature, which influences the creativity of the responses. Higher temperatures result in more varied outputs, while lower temperatures yield more focused results. Are there any limitations to using the GPT-powered by OpenAI Action? While powerful, the GPT-powered by OpenAI Action relies on the ChatGPT model, which may not always produce perfect results. It’s advisable to review and validate the AI’s output before sharing it with customers. Regular testing and monitoring are essential to maintain quality and accuracy. Can GPT-powered by OpenAI integrate with other Workflow actions and triggers? Certainly! GPT can work in tandem with other Workflow actions and triggers to enhance your automation processes. Here are some examples: Custom Lead Qualification: Trigger: Inbound Webhook with lead data. Action: Engage leads with ChatGPT and, based on the conversation, use additional actions to qualify the lead, update statuses, or assign sales representatives. Intelligent Customer Support: Trigger: Customer Replied or Inbound Webhook with support ticket data. Action: Use ChatGPT to understand customer inquiries and generate personalized responses, with additional actions to update ticket statuses or notify support agents. Dynamic Content Generation: Trigger: Inbound Webhook with a content request. Action: Create dynamic content with ChatGPT, modify or validate it as needed, and deliver it through your chosen channel. Contextual Sales Recommendations: Trigger: Contact Changed or Inbound Webhook with contact data. Action: Analyze the contact’s profile and interactions with GPT, generating personalized sales recommendations to be sent via email, SMS, or displayed in a CRM. Automated Event Registrations: Trigger: Inbound Webhook with event registration data. Action: Confirm registrations and provide details using ChatGPT, alongside additional actions to manage registration data and send personalized event notifications. Combining GPT-powered by OpenAI with other Workflow actions and triggers empowers you to craft intelligent, dynamic workflows that enhance automation, personalization, and operational efficiency.

The Call workflow action initiates a call to a designated user if a contact is assigned to them. When this occurs, the user receives a whisper message before connecting. If no user is assigned, the call is routed to the phone number specified in the Settings > Company tab > Company Phone field, and the whisper message is played there. During the call, if the receiver presses any number key, the system will automatically connect them with the contact. To set up this workflow, click the "+" button to add a new action, then select the "Call" option. You can rename this action by entering a new name in the Action Name field. Assigning a User If the call needs to be assigned to a specific user, you can use the Assign to User workflow action, placing it before the Call action. Click the "+" icon, select "Assign to User," and then choose the user(s) you wish to assign. When assigning multiple users, you have the option to distribute the calls equally or unequally. An equal distribution will cycle through the selected users. For an unequal distribution, you can set the proportion of calls each user receives by adjusting the number fields next to their names. Additionally, you can choose to assign the call only to unassigned contacts by toggling the option at the bottom of the screen. Customizing the Call Whisper The Call Whisper feature is a message that plays when a call is initiated to inform the user about the incoming lead. The default message is "You have a new lead, (Lead's Name), press any button to connect." You can customize this message by editing the Call Whisper field. To add personalized information like the contact's name, click the tag icon on the right side of the box and select the desired custom values. Configuring Call Timeout The Call Timeout feature allows you to set the duration for which the system waits before ending the call if it’s unanswered. You can adjust this by using the arrow buttons or by typing a number directly into the field. It's recommended to set a Call Timeout of 20 seconds or less, depending on your forwarding number’s voicemail settings. For example, if the voicemail picks up after 15 seconds, setting the timeout to 10 seconds ensures the call doesn’t go to voicemail, marking it as answered. Enabling Voicemail Detection If the lead doesn’t answer, the system will notify you with a "Couldn't connect with the lead" message, and the call will end without leaving a voicemail. To enable leaving a voicemail, toggle on the Disable Voicemail Detect option under the Call event settings.

To effectively publish workflows, it's essential to configure both a workflow trigger and a corresponding action. Without these elements in place, the workflow can only be saved but not published. The "Assign to User" action allows for assigning a designated contact to one or more users through a round-robin method. To initiate this, click the + icon to add a new workflow action and select "Assign to User." This action facilitates the assignment of the entire workflow or specific steps within it to a team member or multiple team members for efficient tracking. Assigning Users When assigning a contact, you can choose from the Select User dropdown, either selecting a single user or multiple users. Single User Assignment Opting for a single user means the contact will consistently be assigned to that user whenever the trigger condition is met. Round-Robin Assignment If multiple users are selected, the system alternates assignments between them with each trigger event. For example, if Tom and Jane are chosen, the first contact goes to Tom, the next to Jane, and then back to Tom, continuing this pattern for all subsequent contacts. Traffic Distribution Once multiple users are assigned, the Split Traffic feature activates, allowing you to manage how the contact traffic is divided among the users. Equal Distribution By default, the Split Traffic option is set to distribute contacts evenly among users, similar to the round-robin method (e.g., 1:1, 2:2, etc.). Custom Distribution The Unevenly option enables customization of the traffic distribution ratio. For instance, setting a ratio of 5:2 means User A receives five contacts before User B receives two. Unassigned Contacts Option If the "Only apply to unassigned contacts" toggle is disabled, any new trigger event for an already assigned contact will override the previous assignment, reassigning the contact to a new user.

The "AI-Driven Appointment Scheduler" integrates a contact within an AI Bot flow for seamless appointment booking. The bot engages with users and attempts to schedule appointments on the chosen calendar. Here’s a comprehensive guide to configuring your AI Conversational Appointment Scheduler in a workflow: Step 1: Initiate a Workflow Trigger Begin by adding a workflow trigger, such as "Customer Response" or any other trigger that suits your needs. Step 2: Set the Workflow Action Next, choose the "AI Appointment Scheduling Bot" as the workflow action. Click on this action to customize its options. Step 3: Select a Calendar Pick the calendar that the Appointment Bot will use to schedule appointments when users respond positively. Step 4: Define Bot Processing Duration Set the total time (in hours) that the bot will attempt to converse with the user to finalize an appointment before timing out. Step 5: Initiate the First Message If you want the bot to start the conversation, check the corresponding box. If not, leave it unchecked. Step 6: Use Templates or Create a Message You can either use a pre-designed message template or create a new one for your bot. Step 7: Set Up Confirmation Messages Enable the bot to send a confirmation message once an appointment is successfully booked. After enabling this option, you can configure the specific success message, either using templates or custom messages. If no message is configured, the bot will cease further messaging after the appointment is booked. How the AI-Driven Appointment Scheduler Concludes Conversations The conversation with the AI bot can end in one of three ways: Successful Booking: The bot confirms the appointment. Timeout: The bot couldn't complete the booking due to a lack of response from the lead. Other Reasons: This includes situations like no available slots, technical difficulties, or the bot not understanding the lead's requests. Step 8: Add an If/Else Action The AI Appointment Scheduling Bot workflow action automatically generates an If/Else condition based on whether the appointment was booked. You can add additional messages or branch conditions based on the outcome. This guide provides a thorough approach to setting up your AI-Driven Appointment Scheduler, ensuring a seamless and efficient workflow.

The "Add or Modify Opportunity" workflow function enables you to either establish a new opportunity or modify an existing one within your chosen pipeline. This action automates the process of updating opportunity statuses triggered by specific workflow events, eliminating the need for manual adjustments to move contacts into new opportunities.  Edit Action in Pipeline To modify an action within your pipeline using the workflow, start by selecting the pipeline where you intend to place a contact.  Select Pipeline Stage Next, identify and choose the specific stage within the pipeline where the contact should be added. This is done by selecting the relevant stage from a dropdown menu. Opportunity Name Enter a name for your Opportunity, which can either be the contact's name or their company name, depending on your preference. Opportunity Source Indicate the source of the opportunity, which refers to the origin of the contact's entry into the workflow, such as a phone call, organic lead, Facebook, Google, etc. Lead Value Specify the lead value here, which represents the monetary amount associated with the product or service the client is interested in. Status Select the status to assign to the contact, such as Open, Won, Lost, or Abandoned. Allow Opportunity to Move Backward in Pipeline Enabling the "Allow Opportunity to Move Backward in Pipeline" option permits the contact to revert to any previous stage within the pipeline. This option adds flexibility, allowing users to make adjustments based on the specific circumstances of the opportunity. Permit Duplicate Opportunities Alternatively, enabling the "Permit Duplicate Opportunities" feature is beneficial in scenarios where a single contact needs to generate or modify multiple opportunities within the same pipeline. This function allows a new opportunity to be created for a contact already associated with an existing opportunity in the same pipeline, removing the necessity for creating a separate entry for the same contact.

Maintaining consistent communication with your contacts is crucial for the success of your business, but it can be challenging to manage. To ensure that no contact is overlooked, you can assign followers to each contact, streamlining the follow-up process through automation. By utilizing the Add/Remove Contact Followers feature, you can be confident that the appropriate team members are always notified of important updates. If someone is no longer in charge of a particular task, they will automatically stop receiving reminders. To begin, simply click the "+" button to add a new action. Searching for "Follower" in the action search bar will present you with both the "Add" and "Remove" options for Contact Followers. Setting up this action is straightforward. After selecting the desired action, choose the users you wish to add or remove as followers of the contact. You can add or remove as many users as needed. For the "Remove" action, you can even remove all users by toggling the select-all option. Once you've configured your action, save it, and it's ready for use. This feature is especially useful when different departments or team members are responsible for various stages of a customer’s journey. As the customer progresses through different stages, the appropriate personnel can be automatically assigned to follow up, eliminating the need for manual notifications.

To activate workflows, it's essential to set up both a workflow trigger and a workflow action. Without these components, you can only save the workflow instead of publishing it. The "Add to Workflow" action allows users to seamlessly transfer a contact from one workflow to another once a specific step in the current workflow is reached. Choosing the Right Workflow To implement this action, begin by adding a new workflow action, then select "Add to Workflow," and choose the workflow to which you'd like to add the contact. This feature is versatile, allowing contacts to be added to any workflow, and users can even repeat this step to include the contact in several workflows. Configuring Trigger Parameters You also have the flexibility to toggle the input trigger parameter on or off, depending on your specific needs. This approach allows for a more tailored workflow experience.

To successfully publish a workflow, it’s essential to define both a trigger and an action. If either of these elements is missing, the workflow will only be saved and cannot be published. The "Add to Notes" action allows you to attach a note directly to a contact's profile. This function is particularly useful for adding information to a contact's record that can be shared with other users associated with that contact, ensuring they have the necessary insights for effective communication. Adding Notes To add a new workflow action, choose "Add To Notes" from the options available. Then, simply input the desired note in the provided space. This note can offer valuable details that other users connected to the contact may find helpful. Leveraging Custom Values When creating notes within the workflow, you can enhance the detail by incorporating custom values, such as contact or user specifics. This feature ensures that your notes are more precise and organized, making it easier for users to access the necessary information when required.

The Add to Google Analytics action in your workflow allows you to initiate specific events within Google Analytics. This functionality is particularly useful for tracking activities beyond simple page views, such as form completions, user sign-ups, or customer support interactions. Action Configuration Action Name: Provide a custom name for the action or use the default one. Action Type: Specify the action type. Tracking ID: Depending on your version of Google Analytics, there are two types of tracking IDs: Universal Analytics (UA): To find your UA tracking code, navigate to the ‘Admin’ tab in Google Analytics, click on 'Tracking Info', then select ‘Tracking Code’. Your tracking ID, beginning with “UA,” will be displayed here. Copy this code and paste it into the corresponding field in your workflow. Google Analytics 4 (GA4): For GA4 users, go to the ‘Admin’ tab in Google Analytics, click on 'Property Settings', then select 'Property ID'. The tracking code, which is numerical, will be displayed here. Copy it and insert it into the designated field in your workflow. Event Category: Enter the category for the event, such as 'Form Submission'. You can also create a custom category. Event Action: Define the action that should trigger when a user interacts with your form or other tracked elements. For instance, 'Exit Form Opt-in'. Event Label: Assign a label for easier identification, such as 'Black Friday form submission'. Event Value: Add a dynamic value to the event using small icon tags. Traffic Source Categorization We utilize predefined rules to categorize traffic sources. These rules compare the full page URL and the referring domain against set criteria. Detailed rules and source information are provided below: Attribute Rules utm_medium utm_source Google Organic Referring domain is the Google search engine organic Google Google Paid Search utm_source is google and referring domain is google.com CPC Google Facebook Referring domain is facebook.com referral Facebook Paid Social utm_medium contains "cpc" where utm_source is facebook.com CPC Facebook Direct Traffic No referring domain or tracking URL present none Direct Referral Referring domain is example.com referral example.com Social Media Referring domain is a social media site (e.g., Facebook, Instagram) social Social Display Traffic Referring domain example.com cmp, banner, display example.com Note: If both utm_medium and utm_source are set, they will be used for categorization. If only one is available, the categorization will follow the table above. Additionally, GCLID (Google Click Identifier) is used to track individual clicks. Frequently Asked Questions How to Identify Category, Action, and Label in GA4? In Universal Analytics, events are categorized by Category, Action, and Label, each being distinct. However, in Google Analytics 4 (GA4), all interactions are considered events without these distinctions. For example, viewing a webpage triggers a page_view event. Since GA4 does not differentiate by Category, Action, or Label, it's advisable to adapt your data collection strategy to align with the GA4 event model. How to Verify Setup in GA4? To check if your GA4 setup is functioning correctly, visit the GA4 property in Google Analytics. Navigate to Reporting > Acquisition Reports. If the setup is correctly configured, your data should appear here. Applying filters for source and medium (highlighted in red) can further refine the report.

The "Add to Google Ads" will trigger a conversion event within your Google Ads. To implement this action, ensure that your Google Ads account is linked through the Integrations section found under Settings in the CRM. This feature allows you to automatically add leads to your Google Ads campaigns when they perform actions like submitting a form, completing a survey, making a call, or finalizing a purchase. Modify Action To get started, click the "+" icon to add a new workflow action, then select "Trigger Google Ads Conversion." Next, choose the relevant conversion action from the dropdown menu. If you do not see any conversion actions listed, sign in to your Google Ads account and create a new conversion action by selecting Import. If you need help with this process, consult your CRM administrator or an advertising expert.

To PUBLISH workflows within your CRM system, you need to configure both a workflow trigger and a workflow action. If either is missing, you can only save the workflow but not publish it. Task Assignment The "Add Task" action in your CRM allows you to delegate tasks to yourself or other team members. Tasks can only be assigned to active users in your account. This feature automates task creation, ensuring your team is reminded to complete critical tasks, such as scheduling follow-up sales calls. Task Management This action lets you assign tasks to yourself or other team members. Only active users in your account can be assigned tasks. Task Title Enter the title of the task in the designated field. Task Description Provide a detailed description of the task, including all necessary information to guide the user in completing it. Assign Task Select the user who will be responsible for this task. You can assign it to yourself or other team members. Due Date Set a due date to ensure the task is completed in a timely manner.

The "Apply a Contact Tag" workflow step allows you to assign specific tags to a contact whenever this step is triggered within the workflow. This feature is especially useful when tags need to be added following specific actions, such as the submission of forms or surveys. Tags Management To link tags with a contact in your workflow, simply select the relevant tags you wish to apply. You can choose more than one tag per contact if necessary. Tags that have already been selected will be indicated with a checkmark next to them. Adding a New Tag If you need to create a new tag that isn't in the existing list, type the desired tag name in the provided field, and click "Add New Tag" to include it in your list.

What Does the Update Custom Value Action Do in Workflows? The Modify Custom Value action in CRM workflows is an advanced feature designed to effortlessly alter custom values within sub-accounts. Unlike standard custom field modifications that are restricted to individual contacts, this action functions on a wider scale, enabling automated sequences that initiate further actions based on the updated data. Custom values, acting as flexible placeholders, are essential for storing and managing a variety of information at the sub-account level. Practical Applications with Illustrative Examples: Tracking Lead Sources: Adjust custom values for different lead sources (e.g., Facebook ads, Google ads, email campaigns) to pinpoint the most effective channels for acquiring new leads. Referral Program Monitoring: Update custom values for customers referred through a referral program to track its success and ensure accurate customer rewards. Sales Performance Monitoring: Monitor individual sales reps by updating custom values for each one, helping to evaluate performance and guide improvement strategies. Customer Engagement Analysis: Modify custom values for each customer interaction to track engagement levels, enabling businesses to identify areas where engagement can be improved. Subscription Management: Automate the management of subscription services by updating custom values for recurring services, handling renewals, cancellations, and upgrades based on the current subscription status. Event Registration Analysis: Track event attendance by updating custom values for each registration, providing insights that can be used to enhance future events. Customer Feedback Monitoring: Keep tabs on customer feedback by updating custom values for each feedback submission, helping businesses identify trends and areas for improvement. Marketing Campaign Evaluation: Adjust custom values for each marketing campaign to assess their effectiveness, identifying which campaigns are the most successful in generating leads or driving sales. How to Implement the Update Custom Value Action Create or Edit a Workflow: Begin by starting a new workflow or selecting an existing one within your CRM platform. Add the Update Custom Value Action: Insert the Update Custom Value action from the list of available actions in the workflow. Select the Custom Value to Update: Choose the specific custom value you wish to update from the list of available custom values. Set the New Value: Determine the new value for the custom value, whether it's a static value, a predetermined value, or a dynamically generated value. Save and Test the Workflow: Save the action, along with any other actions or conditions, and run a test with a sample contact to ensure the workflow functions correctly. Publish the Workflow: After completing the testing phase, publish the workflow to activate it, allowing it to run automatically based on the conditions you've set.

The "Contact Lookup" feature is a versatile tool within the workflow builder, enabling the search for contacts based on defined parameters. Key Aspects: Trigger Compatibility: The "Contact Lookup" function is designed to work seamlessly with triggers such as Inbound Webhooks or Marketplace Triggers that include relevant contact information. If a contact is already part of the workflow, this function automatically bypasses further execution. Field-Based Search: This feature allows for searching contacts using both standard and custom field values. You can configure multiple fields to conduct a thorough search, ensuring that all specified criteria are met. External Reference Matching: You can store an external reference, like a "Stripe Customer ID," in a custom field. The "Contact Lookup" function can then be used in conjunction with an Inbound Webhook Trigger or a Custom Marketplace Trigger to find the contact associated with that external reference. Steps to Implement "Contact Lookup" in CRM Workflow Builder: Insert the "Contact Lookup" Function Integrate the "Contact Lookup" function at the necessary points within the workflow. Configure Search Criteria Set the search parameters by defining the standard or custom field values.

In the landscape of workflow automation, managing multiple simultaneous executions can be a daunting challenge. The Drip Action emerges as a powerful solution to regulate and control the progression of tasks within a workflow. What is Drip Action? Drip Action is a sophisticated tool used to manage the flow of steps in a workflow, ensuring that actions don't overwhelm the system by occurring all at once. By setting specific batch sizes and intervals, it allows for precise control over how contacts move through the workflow. How to Configure Drip Action Selecting Drip Action: Begin by choosing the "Drip" option from your workflow action settings. Batch Size: Determine how many executions will occur per batch. This can range from as few as one to as many as ten thousand per batch. Drip Interval: Set the time interval for each batch to process. You can choose intervals ranging from one minute up to seven days, depending on the needs of your workflow. Example in Practice To demonstrate the utility of the Drip Action, imagine a scenario where 10,000 contacts are entering a workflow, or perhaps 5,000 contacts are moving from one step to another. Instead of allowing all these contacts to progress simultaneously, which could overwhelm your system, you can employ Drip Action with the following setup: Batch Size: 50 contacts per batch Drip Interval: 10 minutes With this configuration, only 50 contacts will advance to the next step every 10 minutes, effectively controlling the workflow’s pace and preventing system overload.

Custom Fields for Sales Opportunities  The ability to create and customize fields for sales opportunities allows businesses to tailor their CRM to their specific needs. This feature provides flexibility in managing and tracking potential sales, tasks, and other relevant data unique to their processes. These custom fields can include project timelines, product details, client preferences, and more. Integrate Custom Fields into Your CRM  To utilize these custom fields within your workflows, the first step is to add them to your CRM system. How to Create Custom Fields Access the 'Custom Fields' section found under the settings menu. Select 'Add Field' or 'Create Field' to begin. Define the type of field you need, such as single-line text, numerical input, dropdown options, etc. Assign a relevant name like 'Project Start Date' or 'Sales Stage' to the field. The available field types include: Text Inputs: Single Line, Multi-Line, Text Box List Values: Number, Phone, Monetary Options: Single Dropdown, Multiple Dropdown, Radio Select, Checkbox Date Picker Other Fields: File Upload, Signature Once you’ve chosen the appropriate field type, proceed by clicking 'Next' to fill in details like Field name, group, placeholder, object, and prefill options. For the Object section, select 'Opportunity' and then save your changes. Organize Custom Fields with Folders  You can further streamline your process by grouping your custom fields into folders. To do this: Go to the 'Folders' section within 'Custom Fields.' Create a new folder, name it appropriately, and assign 'Opportunity' as its object. Integrate Custom Fields into Workflow Actions Either create a new workflow or edit an existing one. Click on the Workflow Action and choose 'Create/Update Opportunity.' Add the desired custom field to your workflow by selecting it from the dropdown menu. Selecting the Custom Field  Finally, choose the specific custom field you want to include in the workflow, ensuring it aligns with your objectives. This streamlined process helps in categorizing and organizing your sales opportunities, enhancing the overall efficiency and effectiveness of your sales management.