The Notifications Automation is a feature designed to send SMS or email notifications to specific staff members for declined recurring payments and also the addition or cancellation of subscriptions.
Benefits:
Enhanced Customer Management: By receiving a notification of a failed recurring payment, a new subscription, or a cancelled subscription, select staff members can ensure processes are promptly followed.
Quicker resolution of Past Due payments: Notifying selected staff that a recurring payment has failed will ensure immediate attention is brought to the failed payment. This ensures that the past due payment can be resolved quickly so that additional past dues don't accumulate for the clients.
Activation Process:
The Notification Automation is activated daily according to the following criteria:
Frequency: Daily. This will be triggered every day if the automation is active for failed recurring payments, adding subscriptions, or cancelling subscriptions.
Trigger Conditions:
When a recurring payment fails it will trigger the action for an email and/or SMS message to be sent to the selected staff or groups.
When a new recurring or single payment subscription is added it will trigger the action for an email and/or SMS message to be sent to the selected staff or groups.
When a recurring or single payment subscription is cancelled it will trigger the action for an email and/or SMS message to be sent to the selected staff or groups.
Step-by-step Guide on setting up the Notifications Automation:
Please make sure you have permissions turned on to create and configure the automations.
To enable the Automations permission go to Staff on the left side menu. Select view next to the staff member you wish to give permission to.
Click the Access tab and scroll down to turn on the toggle for automation.
Click on Automation and then select Automation Management on the left side menu.
The Notification Automation feature is only available on the Payments and Memberships automation and includes a new action item called Staff Notification.
Select New Automation. You must assign a name to your automation before you are able to save it.
Pro tip: Automations can have a single name but have multiple actions for the automation. For example, if we are setting up Automations for Recurring Payments, you could name the automation Recurring Payments and have one action that sends a campaign when the payment fails, another action that assigns the contact to a staff member, and another action that sends a notification to a staff member.
Once you select New Automation, you will select one of the following triggers:
Payments if Declined for a Recurring Membership
Membership if Cancellation of Primary Membership
Membership if Cancellation of Non-Primary Membership
Membership if Addition of Primary Subscription
Membership if Addition of Non-Primary Subscription
When selecting the Staff Notification option you will have the ability to choose whether to send an email and/or SMS notification by turning the email and SMS toggle on. The notifications will have pre-filled text with the important details on the membership or payment. You may view the message verbiage by hovering over the Email or SMS toggle.
You will next select the Recipient, meaning who you want to receive the notification. The options available are the Assigned Staff and any groups you have created in your staff settings. You may select multiple options for notification. You aren't just limited to one.
If you select multiple groups that contain the same staff member, the staff member will only receive one notification.
Once you have configured what types of notification you would like to go out and the staff you would like to receive the notification you will click the blue save button to save the action.
When you have all of the actions for the automation set and saved, click the Save Automation button to save the entire automation.
Once you have created notification automation you will be able to view these not only on the automation page but also through the Notification Center by clicking the Automation Notifications button.
Please keep in mind this only shows notification automation and not ALL automations. To view all automations you will need to access the Automation tab on the left side menu.
You may edit the Notification Automation from the Notification Center by clicking the edit button. All changes made through the Notification Automation window will also be reflected on the Automation tab.
