AI Email (AIE) automation rules (formerly called “workflows”) automate manual tasks that perform various actions triggered by a selected event for objects such as conversations, leads, accounts, or campaigns. This page describes how to set up an automation rule.
AIE provides a Pause account conversations rule that ensures conversations are appropriately managed and aligned with the latest information in the CRM (Salesforce or HubSpot); for example, when you want to pause ongoing AIE conversations when a specific field in the CRM changes. By default it is off. Refer to Pause Account Conversations Automation Rule.
Prerequisites
Before you set up an automation rule:
If needed, create custom fields. Refer to Add Contact and Account Custom Fields in AIE.
MAP fields to your CRM. Refer to:
Create an automation rule
This example shows how to create a cancel conversation rule and uses the Salesforce CRM. However, the basic steps apply to creating any automation rule.
To create a cancel conversation automation rule:
In AIE, go to Automation rules.
Select New automation rule. A popup opens that lists the available templates.
Select Cancel a conversation when a field changes. The rule settings page opens. Because it is a template, its when (sometimes called the “trigger”) and then settings are already in place.
(Optional) Select Edit (the pencil icon) to change the name of the rule to be something more specific to your organization.
In the when panel, select Campaign is All campaigns. A menu opens. By default this rule applies to all AIE campaigns.
(Optional) Check one or more particular AIE campaigns and select Done.
(Optional) In the if panel, add any conditions (filters) to narrow down the set of contacts affected by this rule.
Conditions include the CRM fields mapped to AIE and any custom fields. The specifications for the fields in this list are:
Supported field types for standard fields: string, boolean, text area, picklist, address, phone, email, url, date, date time, and reference.
The only supported field type for custom fields is string.
Multi-picklist and formula fields are not currently supported for either type of field.
Select a field. The field match logic menu opens.
Enter the field’s value and match logic. By default the logic for text fields is contains. For boolean fields it is true or false.
Select Done.
If needed, add additional conditions.
Select Save. AIE saves the rule and adds it to the All automation rules list.
Important: Saving the rule does not cause it to start running. See the next section for how to activate the rule.
In this example, the rule cancels conversations with a contact in all campaigns whose “Has conversation” field changes to true.
Activate an automation rule
When you save a new automation rule, AIE adds it to the All automation rules tab.
To activate an AIE automation rule:
Go to AIE > Automation rules > All automation rules.
Locate the rule in the list.
Change its toggle to On.
Edit an automation rule
To edit an AIE automation rule:
Go to AIE > Automation rules > All automation rules.
Locate the rule in the list and select the row. An edit button appears.
Select Edit.
Sequence automation rules
To reorder the sequence of how automation rules run:
Go to AIE > Automation rules > All automation rules.
Locate the rule in the list.
At its left side, select the dots and drag the rule to a new location in the list.
Delete an automation rule
To delete an AIE automation rule:
Go to AIE > Automation rules > All automation rules.
Locate the rule in the list and select the row. If your account has permissions to delete a rule, a delete button appears.
Select Delete.