Automation rules in Service Connect help reduce manual follow-ups by automatically sending texts or emails based on specific conditions. This guide walks you through how to create a rule, using the system interface shown below.
Step 1: Navigate to Automation Rules
Go to Settings > Follow Up > Automation Rules in the left-hand menu. Click Add Rule in the top-right corner.
Step 2: Name the Rule and Choose a Task Type
Enter a Rule Name
Choose a Task Type (for example, Appointment – No Show)
Step 3: Set the Conditions
You can define one or more conditions that trigger the automation. Common conditions include:
Appointment – Does Not Exist
Order – Does Not Exist
These conditions tell the system when a follow-up should happen.
Step 4: Choose the Action
Decide what should happen when the condition is met.
Select Email, Text, or both under the Send option
Use the Search Template field to select an existing message template
Note: Templates must be created first under Settings > Follow Up > Email or Text Templates
Select the user the message should appear to be sent from
Step 5: Configure the Delay
Messages must be delayed by a set number of days. Choose a delay based on either:
Insert Date – the date the follow-up task was added
(e.g., the day an RO is closed and the Declined Services task is inserted)Due Date – typically set to 14 days after the insert date (configurable by myKaarma Support)
Set the delivery time window (e.g., messages only send between 8 AM and 4 PM).
Step 6: Set Optional Limits
You can set:
A Daily Email Limit
A Daily Text Limit
This helps control communication volume.
Step 7: Save and Activate the Rule
Once everything is configured, click Submit. You can toggle the Activate Rule switch if you want the rule to start immediately.
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