Automating replies and actions on Salesforce

If you use Cleverly for Salesforce, here are all the actions you can set up for your Automations.

Add Internal Note

When you set up an automation, you can define an automatically added internal note, so that you have information inside the cases that mentions it was automatically replied to by Cleverly. This is a recommended best practice, especially if an automatic reply is sent, so in case agents have to follow up they know that the previous reply was triggered by Cleverly.

Assign to a Team

Some emails end up in your agents' queue that are not to be handled by them or weren't sent by customers. You can automate the task of forwarding those cases to the specific team that can help. For example, sending job applications to your HR team or certain questions to the billing team.

Auto Reply

As mentioned in the article on which cases you should automate to best help your team, we mention that Cleverly can send automated replies to specific types of customer requests. Those can be requests that always require the same answer or simple requests that demand a straightforward solution. 

Change Status

Automations can also automatically update the ticket status of your customers’ requests, especially if you configure an action like an automatic reply that should be associated with a case status change.

You can also choose to change status as a single action in an automation, for example closing all spam cases. 

But don’t worry: any cases solved by an automated solution will be reopened and reassigned to an agent if a customer replies to it.