Automation for ConnectWise Manage

Only on SmileBack Professional

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

Automation rules 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 rule

Follow these steps to create an Automation rule:

1. Go to Automation in the dropdown User Menu.
2. Click on Add New Rule
3. Add a name for the rule.
4. In the When dropdown, select a trigger from one of the following. This is the event that will cause the automation rule to "fire" and can be one of the following:
   • A new review is received
   • A tag is added to a review
   • The status of a review is changed
5. Use the filters to to further define which reviews should follow your automation rule (such as reviews with a comment, or comments that have been approved for publication).
6. Define in the Then column what should happen when the trigger is matched.
7. After selecting the action, you can further define its settings.
8. Click on Save.

Enabling/Disabling an automation rule

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

Actions

Here are the different actions which SmileBack automations can carry out:

• Write an internal analysis note to the ticket in ConnectWise Manage when a new review is received
  
• Submit review as a response to CWM's in-built survey tool
  
• Change the status of a service ticket within ConnectWise Manage when a new review is received
• Notify your service manager by email when a neutral or negative review is received
• Create a new ticket 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