Adding actions to rules in NextOS

Actions defines the task the business wants to automate. For example, a company may want to automate the task of sending a survey to the customer after a case is resolved to collect feedback on their satisfaction with the service. Companies may also want to automate internal tasks such as changing the priority of a case that has been left open for a specific number of days.

For instructions on how to create rules, click here.

  1. Under Workflow Builder, click the Plus (+) icon and select Action.
  2. Configure one of the following actions:
  3. Click the AND button to include another Action, and then repeat step 2.
  4. Click Save & Close.

Send survey

Understand the customer journey by collecting customer feedback. NextOS can automatically send surveys after a particular action has been performed or after a specified time-frame. For example, when a case is marked as resolved, NextOS can instantly send a survey to the customer via email or after a specified time-frame.

  1. Enter a name in the Action Name field and select Send Survey from the Action drop-down menu. 
  2. Select Link to survey in email to send an email containing a link to the survey or Survey questions in email to send an email containing the survey questions in the body of the email from the Type drop-down menu. 
  3. Select the field to include in the To field and enter the From address. Otherwise, the from address will display as no-reply.
  4. Select a verified domain from the drop-down list
    -OR-
    Click Verify a new domain to set up a custom email domain. For information on setting up a custom email domain, click here.
  5. Enter a Subject for the email and a message in the body of the email. You can format the text, add links, and attach files.
  6. For the Link to survey in email option, select the survey from the drop-down menu and design the survey button that will appear in the body of the email message.
  7. For the Survey questions in email option, design the survey question and answers by completing the required forms. 

Send email notification

Automate outgoing emails so employees won’t need to keep track of when and to whom they need to be sent. For example, a company can send email reminders to customers each month automatically. 

  1. Enter a name in the Action Name field and select Send Email Notification from the drop-down menu.
  2. Select the field to include in the To field and enter the From address. Otherwise, the from address will display as no-reply.
  3. Select a verified domain from the drop-down list
    -OR-
    Click Verify a new domain to set up a custom email domain. For information on setting up a custom email domain, click here.
  4. Enter a Subject for the email and a message in the body of the email. You can format the text, add links, and attach files.

Send text notifications

Send automatic text messages to customers who prefer to receive notifications directly on their phone. For example, companies can send text reminders to customers whose contract is about to expire. 

  1. Enter a name in the Action Name field and select Send SMS Notification from the drop-down menu.
  2. In the Message text box, compose the SMS message. Format the text, add links, and attach files.
  1. From the TO drop-down list, select the field(s) containing the desired phone number.

TIP: Send a test before saving by entering a cell phone number in the send a test to field and click Send test.

Update NextOS record

Automatically update NextOS records when specific criteria is met so employees won’t need to make the changes manually. For example, to make sure Cases are timely addressed, companies can implement an automation rule that increases the priority level of Cases that remain open for a specified amount of time.

  1. Enter a name in the Action Name field and select Update Entity from the drop-down menu.
  2. Select the Entity and the Field/Relationship to update.
  3. Define Value:
    1. Manual: Manually define the value by entering a value.
    2. Pick from Trigger: Define the new value by clicking Select and navigating to the desired variable.

NOTE: NextOS will only display fields/relationships with compatible data types.

  1. To update more than one field, click the Plus (+) icon and repeat steps 4-5.

Create NextOS records

Automatically create NextOS records when specific criteria is met so employees won’t need to do it manually. For example, businesses can automate the task of creating a new Case to notify a user every time a unique opportunity is added to NextOS.  

  1. Enter a name in the Action Name field and select Create Entity from the drop-down menu.
  2. Select the Entity and the Field/Relationship to create.
  3. Define Value:
    1. Manual: Manually define the value by entering a value.
    2. Pick from Trigger: Define the new value by clicking Select and navigating to the desired variable.

NOTE: NextOS will only display fields/relationships with compatible data types.

  1. To create a new record using multiple fields/relationships, click the Plus (+) icon and repeat steps 4-5.

Create activity

  1. Enter a name in the Action Name field and select Create Activity from the drop-down menu.
  2. From the Entity drop-down list, select one of the following activities:

New Call Interaction

  1. Associate the call with one or more records.
    1. From the Field/Relationship drop-down list, select the record to update.
    2. Enter a new value.
      • Manual: Manually define the value by entering a value.
      • Pick from Trigger: Define the new value by clicking Select and navigating to the desired variable.
    3. Click the Plus (+) icon and repeat steps a and b to associate the call with more records.
  1. Select Inbound or Outbound for the call type.
  2. In the Body edit box, describe the call. Format the text, add links, and attach files.

New Email Interaction

NOTE: Emails sent via New Email Interaction will be recorded in the Interactions feed, whereas emails sent via Send an Email Notification will not be recorded in the Interactions feed.

  1. Associate the email interaction with one or more records.
    1. From the Field/Relationship drop-down list, select the entity to update.
    2. Enter a new value.
      • Manual: Manually define the value by entering a value.
      • Pick from Trigger: Define the new value by clicking Select and navigating to the desired variable.
    3.  Click the Plus (+) icon and repeat steps a and b to associate more entities with the email interaction.
  1. Select the field to include in the To field and enter the From address. Otherwise, the from address will display as no-reply.
  2. Select a verified domain from the drop-down list
    -OR-
    Click Verify a new domain to set up a custom email domain. For information on setting up a custom email domain, click here.
  3. Enter a subject for the email in the Subject text box.
  4. In the Body edit box, compose the email message. Format the text, add links, and attach files.

New Note

  1. Associate the note with one or more entities.
  2. From the Field/Relationship drop-down list, select the entity to update.
    1. Enter a new value.
      • Manual: Manually define the value by entering a value.
      • Pick from Trigger: Define the new value by clicking Select and navigating to the desired variable.
    2. Click the Plus (+) icon and repeat steps a and b to associate more entities with the note.
  3. In the Body edit box, compose the note. Format the text, add links, and attach files.

Need additional help? Click here.

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