In this article, we cover:
The Skip to On Response campaign action in ProLine is a powerful tool for managing customer interactions within your campaigns. This feature moves customers to the next appropriate step when a customer responds to a campaign message (text or call), without receiving redundant follow-ups.
How to Add a New Step to Your Campaign
Access the Campaign Editor: Navigate to:
Hamburger menu > Campaigns > Choose a campaign folder and click on Open Folder > Choose a campaign and click on Edit Campaign.
A campaign's stage triggers (gear icon) > View Campaign. Note: this might not be possible if the stage has no triggers or if the stage triggers have no campaigns.
Locate the Plus Button:
For a pre-built campaign, scroll to the bottom to find the + button.
For a new campaign, the + button will be at the top.
Click the Plus Button: Clicking the + button will add a new step. The new step will default to the "disabled" action.
The default action will be Disabled. Click on that dropdown menu and select Skip to On Response.
Understanding the Functions of "Skip to On Response"
The "Skip to On Response" action serves two primary functions:
Response Management: When a customer responds to a call or text within the campaign, they are moved to this step, preventing further follow-ups with the same messages.
Flow Control: This action acts as an anchor within your campaign, ensuring that customers who have already responded are not sent repetitive messages, improving customer experience and reducing annoyance.
Example:
If a customer responds to a message early in the campaign, they will be directed to this step, stopping any further follow-ups related to that initial message.
Placement of the "Skip to On Response" Step
The "Skip to On Response" action is typically placed towards the bottom of a campaign or between major sections. Here’s how to position it:
Add the "Skip to On Response" step near the end of your campaign.
Any steps after this action will proceed as normal, allowing the campaign to continue without sending redundant messages to responsive contacts.
Controlling Campaign Automation Flow for Customer Email Replies
Currently, the "Skip to On Response" campaign action is not able to detect when a customer replies to an email. ProLine will not be able to pause communications after a customer replies to an email.
To avoid sending unnecessary emails to customers in a campaign:
Depending on the campaign, set appropriate delays between messages to avoid overwhelming a customer with excessive emails.
Manually pause the campaign for specific contacts.
Move the project to a different stage.
Contact Support
If you encounter difficulties or have further questions, contact our support team at support@proline.app or through the chat in the lower corner of your screen. We're here to help you with any issues or concerns.