top_en
Log In

Bitrix24Care

Online Store: Automation rules for client communications

Automation rules and triggers in the Bitrix24 Online Store allow automating the order handling, informing your customers about their order status, creating tasks for your employees, etc.

They are divided into three groups:

  • Automation rules for employees - edit the element form, run a workflow, create a task, notify an employee, etc.
  • Client communications automation rules - send an email or SMS, or perform a robocall to a client.
  • Triggers - change the order status.

Go to the Online Store section > Orders > Automation rules.

Click the Configure automation rules button to configure the automation rules and triggers.

How does the automation rules work?
An automation rule gets activated when the order status is changed for the status where the automation rule is added. As soon as the order is moved to another status, the previous order status's automation rules stop working.

All automation rules have an option after the previous automation rule. It's a good idea to enable this option if you need to perform several sequential actions. For example, generate an order number and send it to the client immediately. If the option is disabled, then all automation rules at the current order status will work simultaneously.

Online Store automation rules are available to Start+, CRM+, Standard and Professional plan subscribers only. Read more on the Cloud pricing page.
Robocall
To use the Robocall automation rule, you need to connect telephony first.

There are several important settings to be configured before using the automation rule:

Origination number - select the telephony connection/number that the outgoing call will be performed from.

Call using - select what the client will hear: the text read by the robot or the audio file. If you've selected the Text option, then specify the pronunciation parameters: language and voice, speech speed and volume. By inserting values into the text, you can call the customer by name or provide him with the order number.

If you've selected the Audio file option, you need to specify the public link to the file in the .mp3 format.

Make sure to perform a couple of test calls after setting up the automation rule. You may want to change the speech speed or volume.
Send SMS
To use the Send SMS automation rule, you need to configure the SMS provider first. For example, Twilio.

The message text shouldn't exceed the 200 characters limit.

Different SMS providers have different prices for a message and limits on characters in one message. Check the details on the providers' website.

Client phone number type - select which number the message will be sent to. If there is no such type of number in the card, the automation rule won't work. If you select the Auto select option, the message will be sent to the first number specified in the contact card or the company to which the order is linked.

Provider - select a provider.

Send email
The automation rule will send an email from one of the mailboxes, which can be accessed by the administrator.

From - select the mailbox that the message will be sent from. If the Auto select is selected, the message will be sent from the mailbox used in the previous time.

Subject and text - specify the email subject and text. Field values from the CRM or Online Store elements can be used.

Client address type - select which address the email message will be sent to. If there is no such type of address in the element's card, the automation rule won't work. If you select the Auto select option, the message will be sent to the first address in the contact card or the company to which the order is linked.

Send via Open Channel
The message will be sent automatically to the Open Channel the client has used for contacting you for the last time.

Hidden message (whisper mode) - this option stands for enabling the whisper mode. A posted message will not be shown to your client, but your colleagues added to the same chat will be able to read it.

This helped Thanks :) This didn't help Sorry :( Send feedback
Could you please tell us why:
It's not what I'm looking for
It's too complicated