Create automation rules
Build IF-THEN rules that tag leads, create tasks, assign owners, send email and more when something happens in the ERP.
Before you begin
The Automation and journeys feature must be on (Administration > Applications > Marketing > Features). The background scan must be running; it checks for new ERP events about every ten minutes. Actions that send email need an email account for the company and consent on the Email channel.
Steps
- Open Marketing > Automation > Rules and press New rule.
- Enter the Name: 'Name the rule.' is shown if it is empty.
- Choose When (the trigger): Lead created, Lead qualified, Opportunity created, Message received, New conversation, Form / lead ad submitted, Comment received, Quotation created, Order confirmed, Invoice posted, Invoice due, Invoice overdue, Payment received, Customer inactive, Consent opted out or Started by hand.
- Choose whether Conditions must be all match or any match.
- Add conditions. Each has a Field (Channel, Message text, Contact type, Lead status, Source, Campaign, Country, Language, Value / amount, Tags, Priority, Product, Platform, Days overdue, Days inactive, VIP, Customer replied since the wait, Team or Within business hours), an Operator (equals, not equals, contains, does not contain, is one of, greater than, less than, is set, is not set) and a Value. For "contains" you can give alternatives such as
price|سعر; for "is one of" separate values with commas. - Add at least one THEN action: 'Add at least one action.'
- Set the Order. Rules run lowest first; empty means 10.
- Tick Stop other rules after this one if later rules for the same event must not run.
- Press Save. The rule is saved as a draft and does not run yet.
- Press Activate on the list row.
Actions in Marketing
| Action | What it does |
|---|---|
| Create CRM task | Creates a task for the lead's owner (subject, due in days, type). Skipped if the lead has no owner. |
| Assign lead owner | Gives the lead to the chosen person, or rotates round robin over the lead's team. |
| Add tag | Adds a tag (up to 40 characters; a lead keeps at most 20). |
| Set priority | Low, Normal, High or Urgent (High if empty). |
| Notify salesperson | Sends a notification to the lead owner. |
| Send email | Sends an email after checking Email consent. |
| Add to audience | Adds the person to a chosen audience. |
When Omnichannel is installed, more actions are available, such as creating a lead from a conversation, assigning a conversation, sending a WhatsApp message or creating a support ticket. Without Omnichannel they are logged as skipped.
What happens next
A rule only reacts to events that happen after it is active. Runs and Last run update on the list. Open Marketing > Automation > Scheduled Actions, What ran, to see each action with its status (done, skipped or failed) and a detail. A rule that matches but cannot act, for example sending an email without consent, is logged as skipped with the reason ('No consent recorded').
Use Pause to stop a rule and Activate to start it again. A paused rule does nothing. Deleting a rule keeps its log rows, with the rule name blank.
Example
Rule "Instagram lead": When Lead created, condition Source contains Instagram, actions Add tag ig, Set priority High, Create CRM task "Call" due in 0 days, Notify salesperson. A lead with Source "Instagram Lead Ads" gets the tag, priority High, a task for its owner due today and a notification to the owner. A lead from "Website" is left alone.
Good to know
- The Triggers page lists each trigger with the number of rules and journeys that use it. It is read-only.
- Time-based triggers (Invoice due, Invoice overdue, Customer inactive) run once a day and fire once per invoice or per customer sale date.
- The task due date uses the server date, which can be a day behind in Dubai just after midnight.
- Switching Automation off refuses rule changes but leaves existing rules readable.
- Deleting asks for no confirmation. Check before you delete.