Email Automation is a powerful tool that can help streamline and standardize some of your client-facing communication or even be used to create more customized internal alert reminders for your team.
Benefits to You
With Email Automation, ClientSuccess Admins and/or Managers can create templated, trigger-based emails around 3 introductory triggers (see “What Triggers Are Currently Available?”).
Because each user connects to our email integration, these trigger-based emails are sent through your actual email address and not an automated address.
Admins and/or Managers will also have the available functionality:
- View all Email automation history (including rule name, who the emails were sent to/from, when the emails were sent)
- View each rules’ individual history (including who the emails were sent to/from, when the emails were sent)
- View each rules' individual statistics (including how many times each rule has been sent, how long each rule has been running, when the last email was sent)
What Triggers Are Currently Available?
Email Automation currently includes 5** triggers, as follows:
- Days after client-as-of date
- Days since last touch
- Days to renewal
- SuccessScore goes below
- SuccessScore goes above
**Note: We’ll continue to introduce more triggers as the new feature is enhanced. Please feel free to channel feedback through your Assigned CSM.
What Time Will My Automated Emails Be Sent?
As you can imagine, between syncing, updating and automated emailing happening in CS, there are a lot of automated processes that go on 24 hours/day/365. Automated emails fall into this process, and are sent at a variety of times throughout the day. Because of this, the best rule of thumb is to expect the automated emails to be sent once every 24 hours.
To start configuring your own automated email rules, your ClientSuccess Admins and/or Managers will want to go to Global Settings > Email Automation and click "New Rule".
You will then be prompted to name the rule, choose a trigger, select a segment (optional, but note that segments must be public to be used in Email Automation), write your email, turn the rule off or on, and send a test email.
Group by Customer is a new email automation feature that can be configured to send a single group email to a customer with multiple recipients instead of sending individual emails from ClientSuccess Automation.
To configure the Group by Customer feature, go to Global Settings>Automation>Automation Rules. In the "Select action(s) to trigger" section there is a "Send an email" option that allows you to turn on the Group by Customer email action.
When sending an automation email out to customers there are two options for delivery:
- Separate Emails - This option sends individual emails to all recipients when triggered.(Default)
- Group by Customer - Sends a single email to ALL configured contacts/recipients by customer.
To enable this feature, change the toggle switch to on and a single email will be sent to each customer to ALL configured contacts/recipients when the automation rule is triggered.
Placeholder Validation for Email Actions
In addition, we have added placeholder validation to the email action for which placeholders can be used based on the triggers selected, the # of recipients, etc. If an incompatible placeholder is used, a validation error will be given and it must be fixed before the rule can be saved.
Please reach out to your CSM with any questions, or contact firstname.lastname@example.org for additional help with setup and configuration.