Playbooks Automation Rules can enhance your Lead and Contact process flow in lots of ways.
Before you begin creating your automation rules, it is helpful to have a process map of your Lead and Contact flow. Review your process and consider the Plays to be used in each step of the funnel.
How to Create an Automation Rule
- From the Playbooks Manager, go to the Settings tab then click Automation from the left side menu.
- Click "Create a New Rule to get started" or the green "+" button in the top right corner if this is not your first Automation Rule.
- Give your rule a name. Recommendation: include descriptors like funnel stage, Play name, and teams effected.
- Specify the Teams of users that will be effected by this rule either because records are being removed from their Playbooks or added.
- Specify the CRM Mapping to establish the record object which will be evaluated (either Lead or Contact), and the User lookup field describing whose Playbooks account will be impacted.
- Set the criteria of when this rule will run. You can use up to 8 rules. More information about Rule Criteria is listed below in this article.
- Take Action! Determine what action will be performed when the criteria is met. Your options are to add or remove records from a Play, remove them entirely from Playbooks, or to mark the Play successful and remove from Playbooks.
If you select to "Add to Play" you get a bonus option of reversing this action when the criteria is no longer met. More information about this feature is below in this article.
- Test & validate the rule to examine the number of records that currently qualify for the rule. Keep a close eye on the total number of records enrolled in Playbooks. We recommend less than 2k records to avoid browser and computer slowness. Automation Rules will run every 10 minutes looking for records that qualify.
- Save your rule by clicking the green button in the bottom right corner.
- Prioritize your automation rules so they fire in the correct sequence by dragging and dropping in the correct order.
When you set the criteria filters be aware of the operators available for that specific field type.
- Text: equals, or not equals
- Number: equals, not equals, greater than, greater than or equal to, less than, or less than equal to
- Date: equals, not equals, after, on or after, before, on or before
- Checkbox: on or off
It is recommended to NOT use IDs, phone numbers or description fields because those are unique values.
Reverse Action - Special Feature for "Add to Play" Action
This feature will allow a record to be unenrolled from a Play and removed from Playbooks when the criteria is no longer valid. If your process supports it, this feature gives you the ability to move records from one Play to another using one rule per Play.
The reverse action will only apply to records that were enrolled using the Automation Rule. If you have records already in a Play that were manually added or added via auto-enrollment criteria, then the reverse action will not apply.
Note: When the record enrollment is reversed, the Playbooks Play Status will be "Unenrolled". If you want to track Play Success, you will need to create a Task report looking for the "Playbooks Step Success" checkmark.
Attention Required Notification
The Attention Required Notification action can be added to any automation rule to notify agents when a person or play needs their attention. For example, when hot leads come in an Attention Required Notification can be included on the automation rule, or created for such leads, so agents can quickly respond before the lead grows cold. These notifications appear in the Playbooks extension and do not force an agent to respond. If they click the notification they will be taken to the person/record the notification is related to. To add a notification to an existing automation rule use the +Add button below the existing actions. The notification will be sent to all team members of teams included in the rule.
Frequently Asked Questions
Does the action "Add to Play" only fire if the record is already in Playbooks?
No. This action will add the qualifying record to Playbooks (if applicable) as well as enroll them in the specified Play.
How frequent will Automation Rules be evaluated?
Every 10 minutes.