Articles on: Automations

How to set up automations

Automations - Streamline Your Workflow

Automations can be a game changer in the way you do call tracking. They can save you plenty of time, simplify your procedures and free you from mundane and repetitive tasks. With call automations you achieve:

Improved Efficiency and Saved Time: Automating repetitive tasks frees up your team's time to focus on higher-value activities. For instance, you can set up automated routing for calls based on caller ID, location, or other criteria. This ensures calls reach the most appropriate agent, reducing wait times and improving overall efficiency.

⚡️**Enhanced Lead Qualification and Prioritization:** Automations can analyze calls to identify qualifiers like keywords mentioned or urgency level. This allows you to prioritize leads based on their likelihood to convert, ensuring your sales team focuses on the hottest prospects.

⚡️**Better Data Analysis and Reporting:** Automated reports can be generated to track key call metrics like duration, call source, and conversion rates. This data can be invaluable for understanding your marketing performance and identifying areas for improvement.

How to Set up Automations in Nimbata

Step 1. Click on “Automations” on the left side menu and then on the +Add button on the upper right corner. If you already have some automations established and you want to edit them, then simply click on their name.

Step 2. Now you are in the Automation editing screen. Firstly, choose when you want the automation to trigger. At the beginning of the call, the end of it or when the user performs an action.

**Optional Step**

If you choose “Call Starts” then you will be asked to enable the start event on at least one call flow to use this automation. Click on the “Go to Call Flows” button.

You will then be redirected to the Call Flows builder. Once there, tick the “Include call starter events” option and confirm.

Step 3. Now, you have to choose filtering criteria. Click on the “+Add new filter rule” button and choose a criterion from the right side menu.

You have plenty of options. For example, we chose the “Time” one and set our automation rule to trigger after 13.50. You can add multiple filters.

Step 4. For the final step, you have to choose what action you want your automation to perform. Click on the “+Add new task” button and then choose a task from the right side menu.

Just like with filtering criteria, you have many options here as well. We chose the “Tags” option and set the call to be tagged as “Phone back”, because we decided that we don’t respond to calls after 13.50. You can add as many actions as you wish.

Step 5. When you are done, click on the “Publish” button and you’r automation will be up and running. If you wish, you can also rename it on the top left corner.

Pretty simple, right? From now on, all calls will be handled according to the automation criteria you set, freeing you from manual work.

Workflow Example

Here, we have set up an automated workflow as an example.

With these criteria set up, whenever we get a first time caller from the USA, the call will be automatically tagged as “USA Team” and our specialized agents will be able to handle it from now on.

Updated on: 08/07/2024

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