This article is specific for some advanced workflow use cases. If you are looking to set up a workflow for the first time, please visit our workflow set up article.
Intelligent workflow based on response
In this use case we are triggering of a workflow when a shopping cart purchase is confirmed. We are using our shopping cart product to trigger off the API call to create a contact can place that contact into a workflow. Once the contact hits the start node the will receive an immediate sms message related to the confirmation of their purchase. There is a variable in the message so that it contains their tracking information. After that message we want to look at any replies for the next two hours and respond intelligently based off of those possible inbound message. The use case includes asking for a coupon, having a question or wanting to cancel their purchase.
To build out this workflow we are going to create an advance workflow with a start node that is set to the fixed timezone of 8:00am to 5:00pm EST to match the customer service hours.
After the start node we have a sms node to trigger the first message. The variables for the tracking ID and first name are being sent over on contact creation as confirmation, so a template is created to use the following message:
Hi %FIRSTNAME%! Thank you for your purchase with ABC Bookstore. %CONFIRMATION% is your confirmation ID for your latest purchase with us.
After the sms node we place an event node to look at the response. The variable will be the node#.reply. The number representing the node number of of sms node. The value would be set to the reply we are looking for. In this example the first on would be cancel. From there we would add the other responses as condition as well. Each condition can be directed to a different sms node with separate templates to response to what the customer is asking for.
Keyword opt-in and consent logging
Confirming a customers consent is crucial to a health carrier relationship and successfully delivery. There are many ways to use workflow to confirm or reconfirming a customers consent to message them.
- Keyword Single opt-in
- Keyword Double opt-in
This use case requires a little help for the Ytel team. We are here and available through intercom or sms on our support line to help you set this up. Keywords can be created on short codes, toll-free, long code numbers and on number sets. For example if you want to enable the keyword support on all of your support lines to trigger an opt-in process it could look like the following
- Set up a workflow with a start node, sms node and stop node.
- Talk with Ytel team about setting up your keyword
- The Ytel team will ask you for your Number set ID, Workflow ID and SID
- Once that connection is create you will want to go back into the workflow and build the single optin.
- The immediate message on your first sms node needs to inform the customer what your communication will look like and a way for them to opt out.
For example: Thank you for opting in to receive support text messages. We will send you messages in response to questions, tickets and with support team updates. To opt-out reply with OPTOUT.
- After the SMS node you will add an event node that looks for the reply of OPTOUT
- If the OPTOUT response comes in you will want to log that on the contact record
On the Edit Contact Node you will want to name the field you want to use to track optin or optout and use now() as the value.