Automated Actions in Groove Flows

 

Automated Actions in Groove allow you to create triggers for certain actions, which automates your Flows. You can define triggers that have multiple Salesforce Conditions that will cause multiple actions. 

 

Note: Only Groove Admin can manage Automated Actions. If you are unable to edit Automated Actions on a Flow you have edit access to, please reach out to your Groove Admin.

 

Available Triggers

On Import: Execute an action on everyone who is imported into a Flow

 

On Reply: Execute an action whenever someone replies to an email in your Flow

 

On Bounce: Execute an action whenever an email bounces from your Flow

 

On Complete: Execute an action whenever someone completes your entire Flow

 

On Opened [x] times: Execute an action when a person in your Flow opens the emails in your Flow [x] times

 

On Clicked [x] times: Execute an action when a person in your Flow clicks a link in the emails in your Flow [x] times

 

On Attachment Opened [x] times: Execute an action when a person in your Flow opens an attachment in the emails in your Flow [x] times

 

On Meeting Booked: Execute an action when a meeting is detected in Salesforce for this lead/contact

 

On Conversation Outcome: Execute an action on the outcome of a conversation, these outcomes can be customized in Manage My Org (These are customized by your Groove Admin)

 

On Conversation Result: Execute an action on the result of a conversation, these results are standardized. (Conversation, No Answer, Line Busy, Bad Number, Left Voicemail)

 

On Signal: Each Conversation Outcome is tied to a signal (Positive, Negative, Neutral), execute an action on the signal of a conversation

 

On Salesforce Update: Execute an action when any custom or standard fields in Salesforce change. The fields in the Automated Action must be on standard objects. Note: This can take up to 2 hours.

• Supported field types: address, boolean, currency, email, number, picklist, percent, phone, reference, string, textarea

• Not supported field types: Date fields, formula fields, encrypted text

 

On Days Overdue (Beta): Execute an action when a due date in a flow is missed by a specific number of overdue days. Overdue days are calculated based on working days of a person set in thier own settings in conjunction with the due date set by the flow intervals. (Note: this is the only automated action that will still trigger from deactivated users).

 

Note: Automated Actions will only occur while a person is Active in a Flow. Once a person completes a flow or is removed, the triggers won’t affect them..

How To Set Up Automated Actions

To access and set up Automated Actions settings: 

 

1. Go to Flows

2. At the top right, click New > Flow

3. Once you open or create your new Flow, click the Settings Tab at the top

4. Scroll to the Automated Actions section 

5. Click '+ Add an Action'

6. Choose a trigger based on when you want your action to take place, specify your action, and include any related details.

 

 

Available Actions

• Update a Salesforce field

• Add a Salesforce Task

• Remove from Flow

• Remove from current Flow and Add Them to a New Flow

• Remove Everyone in the Account From the Flow

• Add Them to a Flow

• Reassign to Salesforce Owner (only applies to Master Flows)

How Multiple Actions Work

For each trigger or trigger set, you can now have all the associated actions you would like with that trigger. Note: the limit for actions under a single trigger is 10.
 

How Multiple Trigger Conditions Work

1. Add additional Salesforce Field triggers to any existing trigger. These additional triggers will act as field checks.

2. You can bring in any standard or custom field that exists in your Salesforce.

3. The limit for multiple conditions is 5, meaning you can have 1 trigger + 5 field conditions.

 

The multiple triggers will all exist with AND conditions, so in the example below you can see my trigger is:

 

On Reply AND Salesforce Field: Lead Source AND Salesforce Field: Groove Notes

 

You might want to have leads/contacts re-assigned based on ownership changes in Salesforce— you can do that with the above Automated Action. 

 

When the owner changes in Salesforce, Groove detects the change, reassigns the contact or lead to the new owner's Flow, and preserves their place in the Flow so that the new rep can pick up right where the communication left off. For example: They would stay in Day 3 of the new owner's Flow if they were in Day 3 of the original owner's Flow, 

 

Note: For this action to work, both users need to have this master Flow shared with them.

 

Updating Opportunity Fields Via Automated Actions

To use Automated Actions to update fields on your Opportunities, you must import the contacts via an Advanced Search on Opportunities + Contacts, or a Salesforce report on Opportunities. 

 

Otherwise, Groove won't know which specific opportunities you're looking to update, since contacts can be related to multiple opportunities. Also, because these actions cause automatic updates to opportunities, Groove won’t assume which opportunity you're trying to update.

 

Precedence for Automated Actions in Groove Flows

 

Global Automated Actions (Highest Precedence)

 

• These are actions configured by Groove Admin at the organizational level.
• They apply to all Flows across the entire organization.
• If a Global Automated Action shares the same trigger as a Collection or Individual Flow Automated Action, the Global Automated Action will always override.

 

 

Flow Collection Automated Actions (Medium Precedence)

 

• These are actions defined within a Flow Collection.
• They apply to all Flows contained within that specific Collection.
• If a Collection automated action has the same trigger as an individual flow automated action the collection action will take precedence.
• These actions provide a standardized set of automations for groups of related flows.

 

Individual Flow Automated Actions (Lowest Precedence)

• These are actions set up within a specific, individual Flow.
• They only apply to that particular Flow.
• These actions will only be executed if there are no Global or Collection actions with the same trigger.

 

To summarize:

• Global: Company-wide rules.
• Collection: Department rules.
• Individual: Your own personal rules.

 

Global Company-wide rules always overrule department/team rules, and Collection department/team rules overrule your own Individual personal rules.