How to Utilize Positive Intent Triggers in Your Workflows

Workflows, Automation No Comments

Understanding Positive Intent Triggers

Positive intent triggers are a powerful tool in CRM workflows, allowing for automated responses based on the positive engagement of recipients. These triggers are particularly useful in scenarios where you wish to follow up on positive replies from a mass outreach effort.

Example Use Case:

Imagine you’re launching a database reactivation campaign. You send out a mass text message to your contacts saying, “Hey, we’ve got something cool. Are you interested?” Upon receiving a positive reply, such as “Yes,” “Sure,” or “Absolutely,” the CRM automatically sends a follow-up message encouraging the contact to book a call or visit a link.

Setting Up a Positive Intent Trigger

To set up a positive intent trigger, follow these steps:

Create Your Outreach Workflow:

  • Start by setting up your initial outreach workflow. This could involve sending a text blast to a group of people, informing them about an offer, and asking if they’re interested.

Set Up the workflow:

  • Navigate to the ‘Workflows’ section within the CRM and create a workflow from scratch.
  • Select the ‘Customer Replied’ trigger type.
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  • Specify the reply channel as SMS.
  • Set the intent type to “Yes,” which will cover any positive variation recognized by the CRM’s AI (e.g., “Yes,” “Yeah,” “Sure”).
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  • Ensure that the trigger is set to activate only for replies to your specific campaign. 
  • Add any other filters specific to your campaign.
  • Add actions for the next steps, such as booking a call or visiting a website.

Testing Your Positive Intent Trigger

After setting up your trigger, it’s crucial to test it to ensure it works as expected:

Add Yourself to the Outreach Campaign:

  • Find your contact profile in the CRM and add yourself to the outreach campaign. This will trigger the initial text message to be sent to your phone.

Reply Positively:

  • Respond to the text message with a positive reply, such as “Sure.”

Verify the Follow-Up Action:

  • Check if you’re automatically added to the follow-up workflow and receive the subsequent text message prompting you to take action.

Troubleshooting Tips

  • Trigger Not Firing: Ensure that the reply channel and workflow specifics are correctly set up. Double-check the intent type to ensure it matches the expected positive responses.
  • No Follow-Up Message Received: Verify that the workflow has been saved and published. Check if there are any conditions or filters that might be preventing the trigger from executing.

Frequently Asked Questions (FAQs)

  • Can I set up triggers for negative replies?Yes, you can create separate triggers to handle negative replies, though this guide focuses on positive intent.