Automation Settings and Logic

Levitate Admin users can create automations for a multitude of different scenarios— renewals, birthdays, new donations— and there are settings that can be configured for each automation to make them work best for you!

Settings

Settings that affect the whole automation

Cancel the automation if the recipient replies to emails or texts— any pending automation steps will be cancelled if the recipient replies to an email** or text message sent through this automation

Send to Households for this automation— If one or both members of a Household are eligible for the automation, it will send to them as a grouped household, not as an individual contact or contacts

Cancel if contact no longer meets criteria— any pending automation steps will be cancelled if the recipient no longer meets the criteria for the automation itself— like, if a contact is receiving a New Client Automation, but no longer has the tag that added them to the automation in the first place

Settings that affect a specific step

• Add a tag if the recipient clicks any link in the email— a tag of your choice can be added to the contact if they click any link within the email from the specific step where this setting is checked

• Always send this step from— explicitly choose who to send the specific step from
  • Contact Owner of the recipient
  • Selected User (any Levitate user can be chosen here)
  • If integrated with a source system that provides connection types— connection type can be chosen here

If you are sending from a dashboard card, we will *default* to send the contact owner. Whomever is starting the automation will have the choice to choose who to send from.  When an automation is set to run automatically (a.k.a YOLO), we will start from the contact owner.

• Skip if contact doesn't meet criteria— if the recipient of the automation does not meet the criteria determined here, they will not receive this step of the automation, and the automation will not be cancelled for them— they will just receive the next step as long as they meet its criteria. 

Segments

Within each automation, there is the ability to create segments– each segment can target all of the automation recipients but send different messages per segment for more dialed in information based on a tag selection. All automation types can have segments. 

To better illustrate, here’s an example of segments in a Policy Renewal Automation for an Insurance account: 

Instead of adding an email as the first step, you can choose Add Segment Instead– this segment will go to a specific group within the eligible recipients of the automation

From there, you can create Segment 1– in the example above, we have the segment set to send only to contacts who have the Homeowner policy renewal approaching. You can also choose Add Other Filters and add more exclusions based on tags– in this instance I chose Auto–  that way only contacts with an upcoming Homeowner policy renewal and no auto policy will get this email.

In Renewal Automations, like this one, where there are many policy lines to include and exclude, many segments can be added. There can also be segments added with the action of ‘Do Nothing’ to make sure certain tags do not receive a renewal email from this automation. Below is a look at adding a second Segment that can be dialed in like the first, or cover everyone else.

How else can I use Segments?

Segments can also be helpful in other automation types. You might want to send one birthday email to clients and another to prospects. You might want to send a specific welcome series to new clients based on different types of products, and use this opportunity to slowly introduce other types of products. The more tags you have to work with, the more customized you can make your automations.

Cancelling an automation

Tag based and contact filter based cancellation 

If, at any time, during the course of an automation, a contact in that automation gains or loses a tag that's specified or was used to kick off the automation, they will not receive any subsequent automation steps.

Reply based cancellation 

If a contact in that automation replies to an email or text message, they will not receive any subsequent automation steps. 

We evaluate before sending each automation step, to ensure that clients have not had relevant tag changes, or replied to a text or an email. This check will also work with step skipping criteria set up per step.