Action types
Action types
# 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 Please note: this action has been replaced by "send email after manual validation", which allows everything to be controlled from Skalin.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.
# 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 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.
# Creating an opportunity
- Create opportunity: creates an opportunity in the pipeline you select.