How to send a message triggered by a CRM event

With SendPulse, you can create an automation for creating a deal or changing a deal stage in CRM, for example, from New to In Progress.

Process customer data using various elements, and inform your customers about changes in the deal stage through different communication channels — email, SMS, web push, Viber, Instagram, Telegram, Facebook, or WhatsApp.

In this article, we'll show you how to add and configure each element and start an automation.

Create an automation

With Automation, you can create your own scenarios or use and customize ready-made templates.

In the CRM section

Go to the CRM section.

You can create flows in your deal pipelines, the Contacts tab, and task boards. To do this, go to your pipeline, task board, or the Contacts tab, and find the button with the flow icon.

In the Automation section

Go to the Automation section and click Create flow.

Configure automation settings

Enter your automation name, specify the sender, connect Google analytics, and select the unsubscribe page and unsubscribe form's language.

Set the series start

You can choose a start condition and send a message at a specific stage of working with a client.

Read more: Automation launch triggers: CRM.

Select the pipeline in which you want to track your deal stage change, current deal stage, and source of adding the deal.

You can check if you want to stop the series by event and select an event.

As soon as the service tracks an event with the subscriber's email address, the flow will stop for this contact.

You can also count a series stop as a conversion.

Click Apply.

Configure your flow

The left sidebar in the flow builder includes all the elements you can add to customize your scenario.

All elements are optional. You need to add at least one element that sends a message to make your automation work.

Read also: How to work with the A360 builder.

Add the Action element

Use the Action element to manage student data in courses.

Add an Action, go to the CRM tab in the right panel, and select an action from the list. For example, you can create a task for your assigned team member to call a client back after receiving a message.

Read more: Action element: CRM.

If you select the Action element, you can use the following CRM data management options:

Create deal Adds a deal to your specified pipeline.
Create a contact Creates a CRM contact.
Change deal stage Changes a deal stage to the one you specified.
Create task Adds tasks to your board.
Delete task Removes a task from the board if you selected the Change deal stage trigger.

Add flow and contact management elements

You can also add elements that help manage message sending.

Pause Add a pause to set a time when your customers will not receive messages.
Condition Set a condition that will track customers’ status updates. Once the condition is met, they will move further along your flow.

For example, you can set the Opens condition and send the next email only to customers who opened the previous one.

Filter Set a student filter to branch your scenario and send relevant messages to a specific audience group.

For example, you can select the phone number condition and add the assigned team member according customer’s location.

Goal Set your goals. Once they are achieved, you will be able to send specific messages or stop your flow. For example, after receiving a product payment, you can send a thank-you message.

Add an element with sending a message

You can send messages through various communication channels.

Email Send emails with important information to customers, such as new product announcements.
SMS Inform about course events using text messages sent to customers' phone numbers, such as sale start reminders.
Viber Send Viber messages to keep in touch with your customers, for example, to keep in touch with your audience.
Push Communicate with customers using web push notifications, such as reminders about upcoming promotions.
Messenger Add a chatbot to send messages via Instagram, WhatsApp, Facebook Messenger, or Telegram.

Your flow will be sent to your primary contact one time. If you have saved more than one phone number and email address in a contact card, the system will send your flow to your selected primary contacts. By default, the email address and phone number you added first are recognized as your primary contact.

You can also use the {{email}} and {{phone}} variables within the same flow element, for example, to add an email address to your SMS message text.

Save and launch

Once you finish with the settings, click Save and run in the upper right corner.

The user will receive your message as soon as the conditions of the series start are met.

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