Interaction Settings

# Automatic Interaction Exclusion

The interaction score takes into account all scores assigned to active interactions. If certain interactions should not be included in this score calculation, you need to exclude them. By default, there is a list of email exclusions (opens new window); you can add exclusions specific to your business and context on top of that.

In General Settings > Interaction Settings, add your various rules for emails, notes, meetings, etc.

# Auto-BCC

If you want to CC your CRM on exchanges created from Skalin — whether from playbooks or from a customer's Interactions section — add your CRM's BCC address here. You can also add a team member's address or a generic address that should be blind-copied on all outgoing emails.

# Interaction Snippets

A snippet is an interaction template that can be used in various places in Skalin to create a new note, a new email, or to fill in an email created from the Interactions section or from a playbook. A template can apply to all interaction types or be specific to notes, meeting summaries, or tickets.

Snippet Visibility Each snippet can be saved:

for yourself only,
at the team level,
or at the global level, so that all other Skalin users can access it.

Tips

To organize your snippets into folders, you can use // in the snippet name to create a hierarchy. For example, the snippets:

fr//QBR
fr//CR onboarding will be displayed as follows:

To help you get started, we have created a list of snippets in the Global section that you can edit and adjust to fit your own practice. You will find:

01 Sales → CS Handoff
02 Kick-off
03 Onboarding check-in
04 Recurring check-in
05 Business review
06 Escalation plan
07 Expansion / upsell
08 Renewal
09 Churn interview

Tips

These snippets are templates based on CS best practices. Feel free to use them as a starting point before a customer meeting!

Agreement Settings

AI Settings