Automation rules and triggers in CRM help automate different work scenarios with customers. Automation rules perform routine actions: send emails and chat messages, set tasks, create documents. Triggers track customer actions and changes in CRM: viewing an email, paying an invoice, changing the value of fields in a CRM form. When the specified action occurs, the trigger moves the CRM entity to another stage.

To configure automation rules and triggers, go to the CRM section, select the desired item and open the Automation rules tab.

Automation

Automation rules and triggers are categorized into groups depending on the tasks they solve. We will tell you about the Workflow automation. You can customize the connection between CRM entities and SPA with the help of this group of automation rules.

Smart Process Automation in CRM: create automated solutions

 

Create SPA

When a CRM entity reaches a certain stage, the automation rule creates a new SPA item and fills in the required fields in it. For example, when a deal moves to the “Contract signing” stage, the automation rule creates an item in the “Contract preparation” SPA. The legal department sees the new application and start preparing documents for the client.

Create SPA

“Create SPA” automation rule settings

 

Workflow automation

 

 

 

 

 

 

Form

 

 

 

 

Amount

 

 

Edit SPA item

The automation rule changes the values of the SPA item fields: adds observers, changes the responsible person or the stage. For example, when a deal moves to a successful stage, the associated SPA item also moves to a successful stage. This scenario is useful when the deal and the SPA element must complete at the same time.

Edit item

“Edit SPA item” automation rule settings

 

Edit SPA item

 

 

Filter

 

Stage

 

 

Get SPA item information

It is a helper automation rule that receives information from the SPA item fields and passes it to other automation rule. For example, it receives data about the amount and the invoice number. Another automation rule sends an email with these data to the client.

Helper automation rules

Get information

“Get SPA item information” automation rule settings

 

 

 

 

Select field

 

 

 

 

 

Delete SPA

The automation rule deletes an SPA item that is no longer needed. The automation rule is useful when you create a lot of test items that need to be deleted later. For example, when a test deal reaches the final stage, the automation rule deletes the SPA item linked with it.

Delete SPA