Call and Text Cadence in The CRM

⁠

Starting with Campaign Workflows

To begin, access the CRM and navigate to the Automations tab. Here, you'll find the Campaign Workflows folder. Click on this to view and engage with your campaigns. When adding contacts in bulk, you'll assign specific tags that trigger the automation process, directing contacts into appropriate flows for both SMS and calls.

Automating AI Calls

Upon tagging, opportunities are created and immediately entered into the AI call workflow. It's crucial to note that the AI call workflow is distinct from the SMS workflow, particularly in its initiation phase.

Compliance and Timing

The system checks to ensure calls are made outside restricted telemarketer hours, adhering to default settings which can be customized. Remember to save any changes to ensure compliance with calling times.

Appointment Verification

Before each call, the system verifies if an appointment has been set to avoid redundant calls. Once an appointment is confirmed, it's best practice for agents to promptly follow up, further establishing the client relationship.

Analytics and Re-calls

The system tags each contact after a call is made for analytical tracking. Do not alter these tags to ensure accurate analytics. A 24-hour wait period is observed before re-calling a lead, checking for any appointments set or text responses in the interim.

Managing Automated SMS

Transitioning to SMS, the workflow includes a strategic wait time before initiating the first text post-call, recommended to be no less than one hour to optimize response rates.

Customization and Costs

Text messages within the workflow can be customized. Be mindful of character limits (160 characters per SMS) to manage costs effectively.

Synchronization with Call Workflows

If changes are made to the call workflow's timing, corresponding adjustments need to be reflected in the SMS workflow to maintain a coherent strategy across communications.

Finalizing Edits and Publishing

After making any necessary edits within workflows, ensure to save actions at both the individual step level and the workflow level. Workflows must be set to Publish from Draft to activate the automations.

Campaign Consistency

If you're adjusting timing for calls or texts, it's essential to apply these changes across all relevant campaigns to ensure consistency in your communication strategy.

Important Considerations

Workflows are set to Draft by default. Activation requires A2P approval and a purchased phone number within the CRM.

Monitor your A2P status and publish workflows as needed.

Evaluate if SMS campaigns align with your overall strategy, especially if similar automations are managed through another system.

Conclusion

Effectively managing your AI calls and SMS campaign workflows can significantly enhance your engagement strategies. By understanding and implementing the steps outlined in this guide, you can customize your workflows to suit your business needs while ensuring compliance and efficiency. Remember, each modification should be thoughtfully considered and saved correctly to optimize your campaign's success.

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