Action types

Changing customer properties
Changing contact properties
Assigning tasks or projects
Sending Notifications
Triggering a New Playbook
Creating an opportunity

# Action steps

# Changing customer properties

Change customer stage: to change the customer's life-cycle stage.
Change customer profile: to change the health score profile.
Change customer goal profile: to change the goal profile.
Change customer owner: to change the account owner.
Modify customer tag: assign or delete customer tags.
Change customer custom user field: to change a user linked to a custom field, if you've created one.
Change customer custom score field: to change a custom score on a given customer

# Changing contact properties

Modify contact tag: to modify or delete tags linked to a contact.

# Assigning tasks or projects

Create simple task: allows assigning a single task to one or more users, customizable field, or to a team.
Instantiate project task template: assigns a set of tasks according to a pre-existing template. The tasks contained in the template can concern several people and have different deadlines (to create a template, refer to the Projects section).

For **Task-type steps**: you can select the **Wait for task completion before continue** action: the Playbook continues only after the task or project validation.This option is located in the task you are creating.

# Sending Notifications

Skalin allows you to automate notifications through various actions:

Create draft in owner's mailbox: creates a draft email directly in the user's mailbox (Gmail or Outlook 365). The email can then be edited and sent from the mailbox concerned. Please note: this action has been replaced by "send email after manual validation", which allows everything to be controlled from Skalin. It will be removed in the future.
Send an automatic email: automatically sends an email from a Gmail or Outlook 365 account.
Send email after manual validation: generates an email from a defined template and submits it for CSM validation. The CSM can send as-is, edit, or cancel. Controlled from My Actions > Playbooks pending actions. The message is sent from the user's usual email account.
Send email (internal): sends emails or alerts to internal addresses, including non-Skalin users.
Call webhook: allows you to call a third-party application capable of receiving a webhook call, thanks to a specific URL provided by said application.
Notify Slack channel: sends a notification to a default or specific Slack channel, or directly to a Slack user in your organization.

# Set Parameters for Sending an Email

When configuring email parameters, select recipients:

All customer champions: contacts tagged as "champions" within the account
All customer sponsors: contacts tagged as "sponsors" within the account
All key users: contacts tagged as "key users" within the account
All end users: contacts tagged as "end users" within the account
All contacts: all contacts of the account
Manually selected at validation: choose recipients when validating the email (My Actions > Playbooks pending actions)

For Playbooks linked to a contact instead of a customer:

Triggered contact: targets the contact that triggered the Playbook. Additional options via "see more parameters":
Change the email sender: by default, the account owner is selected, but you can also define a specific user (static), or refer to a person designated in a custom field (dynamic).
Add people as copies or hidden copies. The hidden copy option is particularly useful for adding your CRM as a systematic copy.

Always adding your CRM in copy

If you want to add your CRM in BCC on all emails sent via playbooks, you can add this email in the "General > Interaction settings > Auto BCC" section.

To read more about sending bulk emails, the risks and advantages of using Skalin for large volume sends, directly go here.

# Sending Strategy

Individualized: each eligible contact (from the same account) receives a separate email from the email sender
Grouped: all eligible contacts of a customer receive the same email

# Writing the Email

Define :

Subject and Message body (green areas below)
Personalize with variables via the Perso button (red area) Personalization can access numerous variables and values linked to custom fields.

# Triggering a New Playbook

Run new Playbook: triggers another Playbook of same type (client or contact) as your initial playbook, whatever its original trigger and filters, e.g., triggers the Adoption Playbook after the Onboarding Playbook.

**Warning:** When triggering Playbook #2 from Playbook #1, ensure it does not duplicate Playbook #2's normal trigger.

Playbook Types If your playbook has a **customer**-level trigger, it can launch another playbook with a **customer**-type trigger (under the customer section). Conversely, if your playbook has a **contact**-level trigger, it can only launch other playbooks with a **contact**-type trigger. This is the main difference between manual customer activations and manual contact activations.

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