The Custom Scenarios feature is in Beta.
If you are interested in participating in the Beta Program, contact your Customer Success Manager.
Custom Scenarios enable you to create and customize reply scenarios to meet your campaign-specific requirements, extending beyond standard out-of-the-box options. This feature is designed to reduce manual review and empower more intelligent, automated conversation management.
Benefits
Expanded AI capabilities – Capture new scenarios unique to your business and automate responses
Campaign-level customization – Edit qualification criteria to match each campaign's requirements
Reduced manual workload – Minimize replies requiring human review.
Pre-requisite
Before you begin, ensure the AI replies toggle is enabled for your campaign.
Open a campaign.
Select Customize AI conversation flow in the Design AI conversation flow section.
Use the toggle key to enable AI replies.
Select Enable to confirm your selection.
Add a Custom Scenario
Open a campaign.
Select Customize AI conversation flow in Design AI conversation flow.
Enable the AI replies toggle
Select an existing reply scenario or create a new scenario. For example, select Contact is qualified.
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Enable Add-on trigger to use default phrases or questions in a contact’s email that trigger this scenario.
Add the specific conditions that define how you would qualify the lead. For example, The lead must also indicate they want more than 50 licenses or have an employee size of more than 100.
Note: This means if a lead indicates they are interested or want a meeting but doesn't meet your additional criteria, they will not be marked as qualified and will go into human review instead.
Choose how the email agent responds:
Reply autonomously: AI writes contextual replies.
Reply as per instructions: Add instructions for the AI to follow.
For example, if you select Reply as per instructions, you can add instructions such as “Thank the contact for their time and let them know we are reviewing their information and a product specialist will be in contact shortly.”
Test your setup until you are satisfied with the results.
If needed, you can add new custom scenarios.
For new custom scenarios, you can use a prebuilt scenario template such as Billing question, Already a customer, and Product inquiry.
To use a prebuilt scenario template, select Load from library and choose a template to apply its predefined trigger and instructions.
Use Cases and Guidance
1. Setting Up Strict Qualification Criteria
Use Case:
You want to set stricter qualification criteria than the default where a lead simply needs to express positive interest or agree to schedule a demo.
Steps:
Select Contact is qualified.
Click Add-on Trigger.
Add specific qualifying conditions. For example, The lead must also indicate they want more than 50 licenses or have an employee size of more than 100.
Leads not meeting criteria are sent for human review.
Test and refine your setup.
Create new custom scenarios for leads not meeting criteria.
2. Expanding Qualification Criteria
Use Case:
You want to broaden what counts as qualified beyond the default criteria by adding new qualifying scenarios.
Steps:
Click Create new custom scenario.
Define scenario trigger and response strategy.
Set action to Close the conversation with status Qualified.
Save and test your scenario.
Example: If a lead asks a billing question and you consider that qualified, set up a scenario that triggers on billing or pricing questions, closes the conversation as Qualified, and CCs the sales representative. You can set up a custom scenario that:
Triggers when billing or pricing questions are detected
Closes the conversation as Qualified
CCs the assigned sales representative
3. Creating Custom Scenarios to Continue Conversations
Use Case:
You want to handle specific types of inquiries by continuing the conversation automatically, keeping leads engaged without human intervention.
Steps:
Click Create new custom scenario.
Optionally, load a template from the library.
Define trigger criteria and response strategy.
Set action to Continue the conversation.
Save and test your scenario.
Example:
If a lead asks a support question, you can create a scenario to:
Detect support-related inquiries
Respond with helpful information
Direct them to a support email or link for further assistance
Continue the conversation to see if they have additional questions
FAQ
Can I change the Qualified Criteria to trigger based on clicking a link or taking an action outside of the email?
No. Custom Reply Scenarios are triggered by language in the contact’s reply, not by external activities such as webinar sign-ups, link clicks, and so on.
How do I make the Qualified Criteria stricter?
By default, the trigger for qualified is when a lead shows positive interest or intent to book a call or demo. If you want to prequalify certain conditions based on the lead's reply, you can add additional instructions. For example, lead must also indicate they are interested in having more than 50 licenses.
What happens if a lead’s reply triggers multiple detected scenarios?
If all triggered scenarios share the same action, the AI combines them into one response and proceeds with that action. For example, if both Billing Question and Product Inquiry scenarios are configured to continue the conversation without CC’ing a sales rep, and the lead asks about pricing and product details in the same email, the AI sends a single reply that addresses both topics. If the scenarios have different actions, the conversation is sent for human review.