Automation for ConnectWise Manage

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

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 (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

Attach a note to the ticket in ConnectWise Manage

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

Submit a survey response to ConnectWise Manage

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]

Send an email notification

For example to notify a manager when a negative or neutral review is received.

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.