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Automation rules in CRM

Every company has at least one process that can be automated. Are you familiar with the situation where employees spend most of their day drafting documents and then sending them to clients? These processes can be automated with the help of two automation rules: Create document and Sends message to customer. The automation rule will automatically substitute the data from the item into the document and send it to the customer when needed.

Also, employees may forget to answer a customer on time, and managers do not always have time to monitor all workflows in the department. Create the Notify supervisor automation rule to monitor team work.

You can customize automation for different scenarios, as there are many variations in the use of automation rules.

Check if this option is available on your plan. Learn all the information on the pricing page.

How the automation rules work

Click the Automation rules button in the CRM section.

There are several stages in kanban. The automation rule is triggered when the CRM item moves to the stage with the automation rule.

Each automation rule performs only one type of action: changes the responsible person in charge, creates a document, and so on. You can add more than one automation rule to a stage and they will work simultaneously or in a certain sequence.

In deals, automation rules are set up separately for each pipeline. Read more information in the article: Multiple pipelines.

Types of automation rules

Automation rules can be divided into several categories:

  • Basic automation rules — any automation rule that performs an action. For example, send a text message, create a document, and so on.
  • Helper automation rules — such automation rules do not perform an action. You have to add a basic automation rule after it.
  • Read more information in the article: Helper automation rules.
  • For employees — they perform any action within the CRM or with employees: change documents, send notifications to employees, set tasks.
  • Read more information in the article: Automation rules for employees.
  • Bitrix24.Market automation rules — they are webhooks and apps from Bitrix24.Market that add third-party automation rules.
  • Triggers — change the stage of the item to the one in which the trigger is located.

Example of automation rules settings

Let's say you own a furniture store, and you have a CRM form installed on your website. All requests go to the first stage, and the deal processing time is 15-30 minutes. Let's send a text message to the client that the manager will contact him/her within 30 minutes to discuss the details.

The manager has contacted the client, and now he/she needs to prepare the documents. He/She moves the deal to the Prepare documents stage, where there are two automation rules. The first will create the document, and the second will send an email with a link to the invoice to the client.

Let's add a trigger to the prepayment stage, which will track the payment of the invoice and move the deal to this stage.

Read more information in the article: Triggers in CRM.

In the same stage, we add the Create task automation rule, which will create a task for the warehouse employee to prepare the order for delivery.

Thus, we created automation rules to optimize the manager's work in a few minutes.

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