Overview of Automation

What is Automation?

Automation is an automatic interaction that is set up to attract customers' attention as soon as visitors come to the website, collect information and automatically pursue customers through channels on Subiz.

Based on the customers data and the ways you want to take care of your customers, you can set up many different automation actions. Thereby, you can operate your business automatically but still reach high efficiency.

You can start with creating Automation to send promotional information to customers visiting the website:

Automation send message

Moreover, you can also apply Automation to send emails to your potential customers:

Send automation email

Types of Automation

You can set up 2 types of Automation concluding: Creating conversation and Workflows

  • Create conversation: This Automation will be set up for proactive actions to reach customers such as: Send automatic greeting messages or automatic emails to customers.

  • Workflows: This Automation will be set up for automatic processes. For example: capture leads, send email transcripts...

Setting Automation

To set up an Automation, you need to complete 3 compulsory steps including: Create action, set up condition and save name.

Step 1: Create Action

  1. Create conversation: ( Click here )

In this kind of Automation, you can select action to send message or send email to users

  • Automation send message

Automation send message
  • Automation send email

Automation send email

2. Create Workflows ( Click here )

Firstly, you have to select the object to apply automation to including: User, Conversation and Tickets.

Automation object

Then, you set up the action for your automation:

Set up Action

You can read more about automation object and actions here:

Object

Actions

How to use

Example

User

Send email notification

Send email notification when users visit a page or update their name, email, phones.

Send email to agent when users update their phone number

Send webhook

Send user data on Subiz to CRM system

Send user data on Subiz to CRM

Update user

Update users info when their action satisfy a condition.

Update a user as potential when he chat from Price page

Conversation

Update Conversation

Update a conversation by adding tag, adding agents or changing status when it satisfy a condition

Adding tag " Asking price " to a conversation when user chat from Price Page

Send Email transcript

Auto send email transcript to email

Send email transcript when a conversation ends on Subiz

Capture leads

Ask users information right after their first message.

Ask users information on Subiz chat channel.

Send Email notification

Send email notification to agent when a conversation is updated by adding tags, agent or changing status.

Send email notification to agent when adding Tag " Potentials " to a conversation

Send

webhook

Send conversation data to CRM

Send data of conversations on Subiz Chat to CRM

Ticket

Update Ticket

Auto update Ticket for a conversation

Update a Ticket on Open status and Priority at " High" to a conversation with tag " Complaint"

Send webhook

Send ticket to CRM

Send ticket on Subiz chat to CRM

Send Email notification

Send email notification to agent when ticket is updated.

Send email to agent when a ticket is updated " Open "

After setting Action, you click " Continue " to the next step

Step 2: Setting Condition

You have to set up condition so that your automation can run.

There are two types of conditions that you you need to notice:

  • Trigger this automation when: This is a compulsory condition that you need to set up to make sure your automation will run.

Select the condition

For example: Send automation message when visitors come to Subiz.com

Send automation message when visitors come to Subiz.com
  • On Users with these Attributes : You do not need to set up this condition. It is used to add more information about users so that you can narrow the object receive automation.

Additional condtitions

For example: Send email transcript of an ended conversation on Subiz chat

Send email transcript of an ended conversation on Subiz chat

You can read more about Condition here:

Conditions

How to use

Example

Trigger this automation

User view page

When visitor come to websites or a specific link.

Send message to users visit Subiz.com: Page URL- contains -Subiz.com

Page title

Websites often create page titles related to a certain topic. With each t you can put an automation to support and guide customers in time.

Send message to users visit page title " Camera":

Page title - contains - camera

Channel

Based on the channel of conversation: Subiz chat, Messenger, Email.

Send capture leads to conversations on Subiz chat:

Channel - is any of- Subiz Chat

Channel Source

Based on the channel source such as fanpage, email

Send email transcript of conversation on Fanpage:

Channel Source - is any of - Subiz

Ticket updated

Based on the status or priority of tickets.

Send email notification to agents when a ticked is updated at " high " priority:

Priority - is any of - high

Conversation updated

Wen a conversation is updated by:

  • Adding status:

  • Adding Agents

  • Adding Tags

  • Send email transcript of ended conversation: Status - is -

  • Send email transcript of a conversation when adding agents: Add agent - is any of - Linh Le

  • Send email transcript of a conversations when adding Tag " Price ". Add Tag - is any of - Price

User attribute updated

When users update their attributes

Send email notifications to agent when users update their phone number: Phone - not empty

On Users with these attributes

Attributes

When Users update their attributes ( full name, phone, email...)

Send email transcript of an ended conversation on Subiz chat: Status - is - ended

Channel - is any of - Subiz Chat

Trace

Based on the Users' traces ( IP, country code, City)

Note:

Send email transcript of an ended conversation of users from Hanoi:

Status - is - ended

City - is - Hanoi

After finishing this step, you can continue to the last step

Step 3: Save Automation

Save automation