Maximizing Workflow Efficiency with Positive Intent Triggers

Exploring Positive Intent Triggers 

Positive intent triggers are a crucial feature in CRM systems that automate actions based on positive responses from contacts. They are especially useful for following up on affirmative replies during large-scale outreach campaigns.

Practical Application:

Consider a scenario where you're running a database reactivation initiative. You send a bulk message to your contacts, like, "Hey, we've got something interesting! Want to know more?" When a contact replies affirmatively with responses such as "Yes," "Sure," or "Definitely," the CRM automatically follows up by sending a message encouraging them to schedule a call or click a link.

How to Configure a Positive Intent Trigger

Step 1: Design Your Outreach Workflow

• Begin by creating the initial outreach workflow, which might include sending a mass text to a group to inform them about an offer and gauge their interest.

Step 2: Configure the Workflow

• Access the 'Workflows' section in your CRM and initiate a new workflow.

• Choose the 'Customer Replied' as your trigger type. 

• Set the communication channel to SMS.

• Define the intent type as "Yes," allowing the CRM's AI to recognize various affirmative responses (e.g., "Yes," "Sure," "Absolutely"). 

• Ensure that the trigger is restricted to replies from your specific campaign.

• Include any additional filters relevant to your campaign's needs.

• Add subsequent actions, like prompting the contact to book a call or visit a website.

Testing Your Positive Intent Trigger

Once your trigger is configured, it's essential to test it to ensure it operates correctly:

Step 1: Add Yourself to the Campaign

Locate your contact information in the CRM and include yourself in the outreach campaign. This will trigger the initial message to be sent to your device.

Step 2: Respond Positively

Reply to the message with a positive affirmation, such as "Sure."

Step 3: Confirm Follow-Up Action

Check whether you’re automatically added to the follow-up workflow and if you receive the subsequent prompt encouraging further action.

Troubleshooting Guide

• Trigger Not Activating: Verify that the reply channel and workflow settings are correctly configured. Ensure the intent type is set to match the expected positive responses.

• No Follow-Up Message: Confirm that the workflow has been properly saved and published. Also, check if any filters or conditions are preventing the trigger from functioning.

Frequently Asked Questions (FAQs)

Can I set up triggers for negative replies?

Yes, you can create triggers for negative responses as well, although this guide focuses on handling positive intent.