How to Set Up Auto-Nudging
When you select 'Create New Rule,' a simple four-step workflow will guide you through the setup.
Here is how to enable your automation:
1. Define the Rule & Message
Create Your Trigger: Set up your rule category, title, and criteria as usual.
Save a Custom Message: You can now save a Custom Message within the rule. This message will be used for every auto-nudge and will also be saved for any manual nudges you perform, saving you from repetitive typing.
2. Enable & Filter Auto-Nudge
Toggle On: Auto-nudge is disabled by default. Toggle it to On to see the settings.
Apply Filters: You don't have to nudge everyone. You can filter the automation to only apply to specific Sources, Lead Types, Groups, or individual Agents.
3. Choose Your Schedule
You have two options for how frequently the system checks for breached leads:
Option | How it Works |
Days of the Week | Select specific days (e.g., Mon, Wed, Fri) and a specific time (e.g., 9:00 AM) for nudges to go out. |
Since Past Due | Sets a frequency based on when the rule was breached (e.g., every 1 day, 2 days, etc.) at a set time. |
Note on Timing: If a lead breaches a rule at 12:30 PM, but your auto-nudge is set for 9:00 AM daily, that lead will not receive its first nudge until 9:00 AM the following day.
4. Maximum Nudges
You can set a limit on how many times a lead is nudged (example: "Stop nudging after 5 attempts").
Best Practice: Leave this empty to keep follow-ups active indefinitely for the currently assigned agent. If you want to automatically pass the lead to a new agent or pond once nudges run out, set a maximum limit and configure Automated Reassignment.
5. Review & Publish
The final step recaps your rule and auto-nudge schedule. Once you hit Publish, the rule will appear under your chosen category.
Managing Existing Rules
You can easily add automation to rules you’ve already created. To update an existing rule:
Navigate to the Rule you would like to add an Auto Nudge to.
Edit: Click "Edit" on any existing rule and navigate to the Auto-Nudge tab.
You will then follow the same steps used for new rules (Enable/Filter, Set Schedule, and Max Nudges) to customize your automation.
Review & Save: Complete the final step by clicking Publish Rule to save your changes.
Adding Automated Reassignment to Rules
How to Set Up Auto-Reassignment
Navigate to the Rule you would like to add an Auto Reassignment to.
Edit: Click "Edit" on any existing rule
1. Enable & Filter
Toggle On: Navigate to the Auto-Reassignment tab. Auto-Reassignment is disabled by default. Toggle it to On to see the settings.
Apply Filters: Auto-Reassign filters are completely separate from your Auto-Nudge filters. For example, you might want to auto-nudge all agents and sources, but filter Auto-Reassign to exclude your "Sphere" leads so those relationships are never taken away from the original agent.
2. Choose Your Reassignment Settings
Choose when the system should pull and reassign the lead:
Option | How it Works |
On Max Nudge | Reassigns the lead after it reaches the exact maximum number of nudges you set in the Auto-Nudge tab (example: reassigns after the 5th unanswered nudge). |
Days Since Past Due | Reassigns the lead when it is between 1 and 14 days past due. |
Note: To trigger reassignment based on nudges, you must first set a 'Maximum Nudges' limit in the Auto-Nudge tab. Otherwise, this option will remain disabled.
3. Choose Where to Reassign
Select an Agent or Pond: Route the lead to a specific Agent or a Pond.
Review & Save: Complete the final step by clicking Publish Rule to save your changes.