Automations

Owned by Spyroulla Ioakim
Last updated: Aug 09, 2023
4 min read

Managing Automations

An automation is a predefined sequence of actions allowing a business to automate repeatable tasks necessary to carry out its operations. An automation starts with an event trigger (an action within CRM.COM, e.g. a contact registration or a new order) and is completed with a series of actions (e.g. send contacts an outbound email communication, fire a webhook) executed in the sequential order defined.

To view or create an Automation, navigate to Platform > Automations from the main menu on the left-hand side of the screen.

Upon selecting the Create Automation button, you will notice that there are a number of predefined ready-to-use templates that can be utilised by the business and customised to your needs. Select the required Automation template, and it will appear on the screen, check the contents, Enable it and Save it.

 

Create your own Automation

If the existing templates don’t satisfy your requirements, then you can simply create your own by selecting the one below.

  • Provide a name for the event

  • Select the event that will trigger the automation

  • Add one or more actions in the order that they should be executed

  • Enable the automation

  • Save

Automations support the execution of both internal (to CRM.COM) and external adaptors. An event may trigger multiple actions fulfilled by different adaptors.

Actions

The action options available depend upon the selected event and are categorised as follows:

Activity Scheduling

Activities are small tasks to be completed as part of a more significant action. Schedule an activity to be created when an automation is triggered and assign it to a department or user responsible for completing it.

Approvals

A request for approval prevents a specific task from progressing until it has been approved by one or more authorised users. Configure an automation to request approval prior to committing important business actions.

 

Communications

Send an outbound communication to your:

  • Contacts via Email, SMS or In-App Notification

  • Users via Email or SMS

Task Assignment & Provisioning

Task provisioning is the ability to distribute the responsibility and workload of carrying out a specific task among different organisations (e.g. internal teams, merchants/service providers and venues/service points) or users.

Provisioning is achieved either by a CRM.COM adaptor or by enabling external adaptors, such as MICROS Simphony. Such an automation can be configured for customer eventS, orderS and external receipt printer provisioning.

Supported actions of the customer event provisioning adaptor are:

  • New Achievement Customer Event - Create a new monetary achievement customer event based on a top-up financial transaction

  • New Purchase Customer Event - Create a new purchase customer event based on an invoice financial transaction

  • Cancel Purchase Customer Event - Cancel an existing purchase customer event based on a credit note financial transaction

Supported actions of the order provisioning adaptor are:

  • Fulfilled by nearest location - Set the order to be fulfilled by the nearest location, based on geo-location (lat/long coordinates)

  • Fulfilled based on postal code coverage - Set the order to be fulfilled by an organisation based on postal code coverage

Supported actions of the External receipt printer provisioning adaptor are:

  • Print Order Receipt - Print an order receipt to an external printer

Webhooks

A webhook is an automated call to a server providing real-time information for a CRM.COM entity without requiring additional integration. These calls are triggered when a specific event happens.

You can monitor webhook requests via Settings > Security > Webhooks.

Settings

None.

Use Cases

Validate Organisation Registration Data

On registration of new organisations, you can extend the registration flow with additional data validations using automations.

A dedicated automation event, Validate Organisation Registration, specified at the Service Owner level, provides the ability to trigger external webhook integrations and in combination with custom fields, can enhance the registration flow to support additional business validations.

Example

When registering a new business under a service owner operating in Cyprus, it is required by the service owner that a valid CY business tax number is provided. By creating an automation to validate organisation registration data through an external webhook integration, and a custom field to support CY Tax Number on the registration form, the service owner can (in real time) allow only those businesses with a valid CY tax number to register.

Reference Material

You may also find it helpful to refer to the following manuals for further reading about Automations.

Extensibility

Custom Extensibility

Integrations

Integrations

 

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