Creating an Automation Cadence Creating an Automation Cadence

Creating an Automation Cadence

Chris Marshall Chris Marshall

What are Automation Cadences

 

Cadences are a great way to harness the power of Kixie Automations from triggered events. With Cadences, you can create a sequence of actions, such as calls and sms messages, that can automatically execute after a trigger event. This reduces the need to manually remember to complete every step of your sales cadence and let Kixie do it for you automatically.

 

How to setup an Automation Cadence

Add Cadence

Step 1: 

  • Login into your Kixie Dashboard
  • In the left-hand menu, select the “Manage” then “Cadences”

 

Here you will be presented with a list of all of your created Cadences. Since this may your first time creating a Cadence, the table may be empty

 

Step 2:

  • To create a new cadence, within the Cadence menu click the blue “Add” button
  • This will open a new window that will guide you through creating a cadence

 

Cadence Rules

The first section that you brought to, is the Cadence Rules section. This allows to set what actions the cadence will execute based on the defined rules

Step 3:

 

  1. Assign a Cadence Name
  2. Select the call queue that you would like to be attached to this Cadence
  3. Choose if you would like to activate Re-Enrollment
    1. Re-Enrollment allows you to choose if you would like the same contact to be enrolled in the this Cadence again if they have been or are currently enrolled in the cadence
  4. Choose if you would like to activate Check DNC
    1. This allows us to check the contacts phone number against the saved DNC numbers and remove them from the cadence if a phone number matches a saved DNC phone number

 

Now let’s define how we would like Contact Ownership to function in your Cadence.

Step 4:

 

  1. Choose if you would like to activate “Use Contact Owner”
    1. If you are using cadences in conjunction with a CRM, we can automatically assign the contact to correct as agent as assigned in your CRM
  2. If you do not have a contact owner or if no contact owner is present, we can automatically assign contact. You have two choices in which you can choose from
    1. First, is to Auto-Assign from Queue. This means Kixie will randomly select an agent from the attached queue that will be assigned as the contact owner.
    2. Second, is to Auto-Assign from Queue on Answer. This means that the first agent to accept the call from all available agents in the queue, will be the contact owner.
  3. Next you will want to create your Cadence Actions. These are the actions that are going to take place in your cadence from when your cadence is triggered until it ends. There are currently two actions to choose from. Making a call to the contact or sending an SMS to the contact.
    1. Call: To place a call to the contact select “Call” as the Type. Then input how long you would like to wait before the action executes from when the cadence is triggered or when the previous action has executed
    2. SMS: To send an SMS to the contact select “SMS” as the Type. Then input how long you would like to wait before the action executes from when the cadence is triggered or when the previous action has executed

 

Next, you will define your Cadence and Target hours settings. This allows you to set the hours that you will want the cadence executing the actions you have set up. Really quick, let’s take the time to understand the difference between Cadence Hours and Target Hours

 

Cadence hours refers to the hours the cadence will be actively executing actions. This will typically be your business hours or hours that your agents are available to accept calls and respond to SMS messages.

 

Target hours refers to the hours that the contact is able to receive calls. It prevents the cadence from placing a call to a contact that is within your cadence hours but outside of standard hours for the contact.

 

Here is an example: You have your Cadence hours set to your standard business hours, we will say 9:00am - 6:00pm M-F on the east coast of the US. Now, let’s say a new lead came in overnight from the west coast and the cadence is waiting to place a call to the lead. If the cadence were to send the call at 9:00am EST, that would be 6:00am PST...which might be too early for the lead to answer the phone.

 

However, if you set the Target hours to also be 9:00am - 6:00pm M-F then the cadence will wait until it is 9:00am PST before placing the call to the new lead. This ensures that you are not placing calls to contacts that are outside of standard working hours, increasing your chances of connecting with the contact or not disturbing that contact at a bad time.

 

Now that we have an understanding of Cadence and Target hours, let’s get them setup!

 

Settings:

Step 5:

 

  1. Select “Settings” within the cadence setup window
  2. You will notice both Cadence and Target will have default hours of 9:00AM - 6:00PM M-F. If these hours work for you then great, you are already set up!
  3. If you need to adjust the default hours for Cadence hours
    1. Select “Edit Cadence Hours”
    2. Within the the Business Hours selector, click “Reset” to clear out the default hours
    3. Then simply click and drag the days and hours you would like and click “Save”. You may also click each cell individually if you would like to have different hours for different days.
    4. Once saved, you will see your new hours reflected in settings
  4. The same process as above applies to Target hours.

 

Last but not least, let’s get your dispositions setup that move contacts in and out of your cadence based on the conversation your agents had with the contact.

 

Dispositions:

Step 6:

 

  1. Select “Dispositions” in the cadence setup window
  2. Within the Disposition menu, select the desired disposition you would like use from the “Disposition” dropdown
  3. Next, select the action you would like to execute after the disposition is selected in the “Actions” dropdown.
    1. “Send to” action allows you to send the contact to another cadence when a call is logged with the desired disposition.
    2. “Remove” action allows you to remove the contact from the cadence when a call is logged with the desired disposition.
  4. If you would like to add more then one disposition, simply select the “+” icon to add as many dispositions as you would like.
  5. Once, you have chosen all the dispositions you would like to use for your cadence, click “Save”.
  6. Congratulations! You’ve built your first Automation Cadence!

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