Automation for ConnectWise Manage

SmileBack's powerful automation feature allows you to build custom rules based on the CSAT or NPS reviews you receive. Each automation performs an action every time a specific event, or trigger, takes place within SmileBack.

Automations using the "when a new review is received" trigger run a short time after a review is received, in order to allow time for the user to change the rating if needed.

Create an automation

Follow these steps to create an Automation rule:

1. Go to Automation in the dropdown Tools menu.
2. Choose Add CSAT Rule or Add NPS Rule depending on which survey type you want to set up an automation for.
3. Add a name for the rule.
4. In the When dropdown, select a trigger (for CSAT, for NPS there is only one trigger). This is the event that will cause the automation to run.
5. Use the optional condition filters to to further define which reviews should trigger your automation.
6. Define in the Then column what should happen when the trigger is matched (see the Actions section below).
7. After selecting the action, you can further define its settings.
8. Click on Save.

Enabling/Disabling an automation

Use the on/off switch to enable or disable a rule. 

Actions

CSAT

Send an email

Send an email to specified address or addresses, for example alert the management team when negative reviews are received.

Send an email to the named agent(s)

Let agents know when they get reviews for the tickets they worked on.

Attach a note to the ticket in ConnectWise Manage

You can choose to add the notes to either the "Discussion", "Internal" or "Resolution" tab.

Change the board and status of a service ticket within ConnectWise Manage

If you want to change only the status, you can set up an automation for each board as follows.

WHEN a new review is received, and the segment is [Board A]

THEN change the ticket's board/status to the service board [Board A] with ticket status [Follow-up]

Submit a survey response to ConnectWise Manage

The rating and comment (if there is one) will be submitted as answers to the existing "Survey" tab of the original service ticket.

Create a new ticket 

For example to prompt a follow-up when a negative or neutral review is received. This follow up ticket will be created on the board set as the default for the API member you created for SmileBack.

NPS

Create a new ticket 

As above, but for NPS. This only works for campaigns that are working with contacts imported directly from ConnectWise Manage, not those uploaded by CSV file.

Send an email

As above, but for NPS.