SmileBack contains a powerful automation feature that allows you to build custom rules based on the reactions you receive. Each rule performs one action every time a specific event, or trigger, takes place within SmileBack.
Create an Automation rule
Follow these steps to create an Automation rule:
- Go to Automation in the Configuration screen.
- Click on Add New Rule
- Add a name for the rule.
- In the When dropdown, select a trigger from one of the following. This is the action that will cause the automation rule to "fire" and can be one of the following:
- A new reaction is received
- A tag is added to a reaction
- The status of a reaction is changed
- Use the filters to to further define which reactions should follow your automation rule (such as reactions with a comment, or comments that have been approved for publication).
- Define in the Action column what should happen when the trigger set is steps 4-5 is matched. Choose from the following:
- Change the ticket's board/status
- Send an email notification
- Submit a survey response to ConnectWise Manage
- Create a new service ticket in ConnectWise Manage
- Attach a note to the ticket (this action has an optional checkbox to mark in ConnectWise Manage that the ticket has been updated by the customer).
- After selecting the action, you can further define its settings.
- Click on Save.
Warning! In order to use the "Submit survey response, create new service ticket and record that the ticket has been updated by the user" actions, you will first need to create an API Key in ConnectWise Manage.
Enabling/Disabling an automation rule
Use the on/off switch to enable or disable a rule.
A few examples
Here are a few examples of automation rules you can create:
- Write an internal analysis note to the ticket in ConnectWise Manage when a new CSAT reaction is received
- Change the status of a service ticket within ConnectWise Manage when a new CSAT reaction is received
- Notify your service manager by email when a neutral or negative reaction is received
Please note: you'll need to purchase a subscription to create automation rules in SmileBack. Without a subscription you'll be able to create automation rules, but not enable them.