Automations
Automation Actions Reference Guide
This guide provides a complete reference of the available Automation Actions in Swivel.
Actions determine what happens when an automation runs; multiple actions can be added to a single automation.
Communication Actions
Section titled “Communication Actions”| Action | Description |
|---|---|
| Send Email | Sends an email message to a contact, internal user(s), or custom email address(es) |
| Send Text | Sends a text message to the contact |
Send Email
Section titled “Send Email”The Send Email action supports three recipient types:
| Recipient Type | Description |
|---|---|
| Contact (Default) | Sends the email to the contact who triggered the automation |
| User(s) | Sends the email to one or more internal users *Only active users are available when selecting internal recipients. |
| Custom Email(s) | Sends the email to up to 10 custom email addresses |
Common Use Cases
Section titled “Common Use Cases”- Client follow-up emails
- Internal notifications
- Compliance notifications
Send Text
Section titled “Send Text”Sends a text message to the contact who triggered the automation.
Common Use Cases
Section titled “Common Use Cases”- Appointment reminders
- Birthday messages
- Follow-up communications
- Event reminders
Contact Management Actions
Section titled “Contact Management Actions”| Action | Description |
|---|---|
| Add Tag | Automatically applies one or more tags to the contact |
| Remove Tag | Automatically removes one or more tags from the contact |
| Assign Agent | Assigns the contact to a selected agent |
| Assign Status | Updates the contact’s status *Use the Assign Status will also update the contact category. |
| Add Note | Creates a note on the contact record |
Add Tag
Section titled “Add Tag”Common uses include segmenting contacts for future marketing campaigns.
Remove Tag
Section titled “Remove Tag”Common uses include removing temporary tags, and cleaning up outdated marketing segments.
Assign Agent
Section titled “Assign Agent”Common uses include routing new leads to an advisor, distributing leads among team members, reassigning contacts after a milestone, or assigning ownership following an appointment or event.
Assign Status
Section titled “Assign Status”Common uses include moving leads to clients, updating contacts after an appointment, and tracking client lifecycle progression.
Add Note
Section titled “Add Note”Common uses include documenting workflow activity, creating an audit trail of automation activity, adding internal reminders, and recording milestone completions.
Productivity Actions
Section titled “Productivity Actions”| Action | Description |
|---|---|
| Add Task | Creates and assigns a task to an individual user or group |
Add Task
Section titled “Add Task”When ading a Task, you can configure:
- Workspace
- Task
- Assignee
- Category
- Deadline amount & time interval
Common Use Cases
Section titled “Common Use Cases”- Follow-up reminders
- New lead assignments
- Service requests
Opportunity Actions
Section titled “Opportunity Actions”| Action | Description |
|---|---|
| Create Opportunity | Creates a new opportunity and allows you to define the opportunity name, sales stage, assigned user, and description |
| Update Opportunity Sales Stage | Updates the sales stage of an existing opportunity |
Create Opportunity
Section titled “Create Opportunity”When creating an opportunity, you can configure:
- Sales Stage
- Opportunity Name
- Description
- Agent
- Amount/Premium
- Staged on
- Est. Close Date
- Lead Source
- Next Step
- Tags
- Opportunity Note
Common Use Cases
Section titled “Common Use Cases”- Create an Opportunity for a lead crated via webhook
- Opportunity creation after appointment
Update Opportunity Sales Stage
Section titled “Update Opportunity Sales Stage”When updating an Opportunity Sales Stage, you can configure:
- Target Sales Stage
Common Use Case
Section titled “Common Use Case”- Sales process management
Choose Opportunities to Update
Section titled “Choose Opportunities to Update”The Update Opportunity Sales Stage action lets you choose which opportunities are moved to a new sales stage when an automation runs.
The Affects which opportunities setting determines which opportunities the action updates.
| Option | Description |
|---|---|
| Only the opportunity that triggered the automation | Updates only the opportunity that started the automation. This option is available only for opportunity-based triggers. |
| Opportunities matching the automation’s conditions | Updates all opportunities that match the automation conditions. |
| Opportunities matching this action’s filters | Updates only opportunities that match the filters added to this action. |
When Opportunities matching this action’s filters is selected, you can filter opportunities by:
- Sales Stage
- Pipeline
- Status
- Assigned Agent
- Lead Source
- Name
- Tags
- Amount
- Probability
- Created Date
- Updated Date
- Opened Date
- Closed Date
- Staged Date
- Estimated Close Date
Example: If a contact has opportunities in multiple pipelines, add a Pipeline filter to update only opportunities in the selected pipeline.
To add filters:
- Select an Update Opportunity Sales Stage action.
- Select a Target Sales Stage.
- Under Affects which opportunities, select Opportunities matching this action’s filters.
- Select + Add Filter and choose a filter.
- Set the filter criteria and add additional filters as needed.
Delay Execution - Action Delays
Section titled “Delay Execution - Action Delays”An optional delay can be configured for each action within an automation. This allows actions to occur immediately or at a specified time after the automation is triggered.
Relative Delays
Section titled “Relative Delays”Relative delays occur a set amount of time after the automation is triggered.
| Relative Delay | Description |
|---|---|
| None (Immediate) | Runs immediately after the automation is triggered |
| Minutes after trigger | Runs after the specified number of minutes |
| Hours after trigger | Runs after the specified number of hours |
| Days after trigger | Runs after the specified number of days |
Example: Send a reminder email 3 days after an appointment is created.
Scheduled Time
Section titled “Scheduled Time”Scheduled Time Delays allow actions to run at a specific time.
| Scheduled Time Delay | Description |
|---|---|
| Same day at specific time | Runs later the same day at a specified time |
| Future day at specific time | Runs on a future day at a specified time |
Example: Send a birthday text message at 9:00 AM on the contact’s birthday. number of hours
Using Multiple Delays
Section titled “Using Multiple Delays”Each action within an automation can have its own delay.
Example:
Trigger: Appointment Confirmed
Action 1: Send Confirmation Email Immediately
Action 2: Send Reminder Text 1 Day Before the Appointment
Action 3: Create Follow-Up Task 2 Days After the Appointment
This allows a single automation to perform multiple actions over time.
Reviewing Automation Activity
Section titled “Reviewing Automation Activity”Automation activity can be reviewed from the Automation Log.
Some successful automation runs display a Via [Record Name] link beneath the related contact.
Selecting the linked record opens the record responsible for triggering the automation.
Examples include:
Section titled “Examples include:”- Contacts
- Products
- Appointments
- Marketing Events
- Opportunities
Frequently Asked Questions
Section titled “Frequently Asked Questions”Can I use multiple actions in a single automation?
Section titled “Can I use multiple actions in a single automation?”Yes. An automation can include multiple actions, as long as the actions work together.
For example, you can add an Update Opportunity Sales Stage action with a selected Target Sales Stage and include other actions, such as Send Email. However, you can’t add multiple Update Opportunity Sales Stage actions with different Target Sales Stages. An automation can only update an opportunity to one sales stage, so conflicting stage updates cannot be used together.
Can different actions have different delays?
Section titled “Can different actions have different delays?”Yes. Each action can have its own delay configuration.
Why don’t I see a user in the Send Email action?
Section titled “Why don’t I see a user in the Send Email action?”Only active users are available for selection.
Can I assign tasks to a group?
Section titled “Can I assign tasks to a group?”Yes. Tasks can be assigned to User Groups.
Can I send emails to someone other than the contact?
Section titled “Can I send emails to someone other than the contact?”Yes. The Send Email action supports Contacts, Users, and Custom Email recipients.