Automations

Automations can be used to simplify the manual steps typically done in Heymarket and provide a higher degree of customization. Some examples of automations include:

• Sending an auto reply message based on a keyword in a message
• Adding a contact to a list based on a keyword in a message

Each automation includes a trigger and one or more actions. They can be configured by team owners and team administrators.

The trigger will monitor an inbox for a certain condition. When the condition is met, Heymarket will automatically initiate the corresponding action(s).

Triggers

 

Heymarket supports the following triggers:

 

• First incoming message - monitor an inbox for the first incoming message from a contact.
• Keyword(s) in the incoming messages - monitor all incoming messages in an inbox for a specific keyword.
  • (Exact match) - The message must only contain that specific keyword.
  • (Contains) - The message must contain the keyword but can also include words.
• Time of Incoming Message - monitor an inbox for the time of the message from a contact.
• Incoming Call - monitor an inbox for an incoming call.
• Message Channel - monitor an inbox for incoming messages in different channels (ex. SMS, Facebook, Instagram, etc.)
• Close Chat - monitor an inbox for closed chats

 

Actions

 

Heymarket supports the following actions. Multiple actions can be associated with a single trigger.

 

• Send a Message - send a message that is based on a template.
• Send a Survey - send a survey to rate the service you provided.
• Add to List - add the contact to a new or existing list.
• Remove from List - remove the contact from a list.
• Assign to - assigns chat to a specific team member. 
• Close chat - close the chat depending on triggers

Example: Auto Reply Based on Incoming Messages

 

For customer support or operations, you may want to let contacts know that their message has been received and that someone will get back to them shortly. You may also use automation for new/potential customers who want to know more about your services. If you want to exclude existing customers that you have responded to before you can click the box ‘Exclude Existing Chats’ so they won’t receive the automation you have set for new/potential clients. Here is the Heymarket Automation for the scenario:

 

 

Example: Keyword(s) Opt in to List

 

For marketing or sales, it's important to allow contacts to opt in and subscribe to updates from your business. You can allow them to text a specific word, such as SUBSCRIBE, to a phone number. The contact will then be added to a list, where you can follow up with a single message or a drip campaign. Here is the Heymarket Automation for that scenario:

 

 

Example: Auto Reply Based on Time of Incoming Message (Day and Time)

 

For outside business hours, it's important to let contacts know that you're currently out of the office. Here we have created a template titled "Support Weekday Outside Business Hours Message" with the following message:

"Hey {{first_name}}, you've reached us after business hours. We'll get back to you as soon as possible (usually within 24 hours)!" (See our article on Templates and Customizing Messages with Merge Tokens)

If your out-of-office hours are from 8PM to 8AM from Monday to Friday, here is a Heymarket Automation for that scenario:

 

 

Example: Auto Reply Based on Time of Incoming Message (Date and Time)

 

For upcoming holidays or known busy seasons, you can also set up auto-replies based on specific dates and times. Here is a Heymarket Automation for Christmas Day:

Merry Christmas! Template: "Hey {{first_name}}, Merry Christmas! Thanks for being a Heymarket customer."

 

 

Example: Auto-Reply for incoming call

 

You can automatically send messages to contacts once a call on your number has been made. You can either send them a message that you’ll call them later once you’re free. Here is the Heymarket Automation for that scenario:

 

Example: Message Channel Opt-in to List

 

You may want to organize your contacts by putting them on a list based on which messaging channel they came from. (Note: Heymarket integrations will be based on your subscription). Here’s an example of how to do that: 

 

Example: Sending a survey after closing the chat

 

For customer support, you may want to know if your customer is satisfied with the service provided. You can automatically send a survey after closing the chat. They can rate you from 1-5 (5 being the highest and 1 being the lowest). Here is the Heymarket Automation for that scenario:

 

Once done setting up your automation, hit save. It’ll ask you to turn on the automation so it can start working or you can put it in action for later.

And That’s it!

Automation Priorities

You can prioritize the automation you wish to trigger first by simply reordering them. The automation at the top of the order will trigger first followed the ones listed after. You can also override automations by simply checking the override setting when creating an automation. This is particularly helpful when you want certain automations to take precedence over others. For e.g. Lead capture over business hours.