Cascade dispatch

Cascading sends a single message through multiple channels. If the message is not delivered, not read, or the client does not respond within a given time, ChatRex Lite moves to the next step of the script.

The cascade can be launched:

• automatically via Digital Pipeline
• as the action Salesbot;
• manually by phone number from the transaction card or contact amoCRM.

What to prepare

Before launch:

1. Connect to ChatRex Lite at least two channels you want to use sequentially.
2. Create and include a cascade script.
3. Create and enable a message template or prepare your own text for manual submission.

Disabled scripts and templates cannot be selected in amoCRM.

Creating a cascade scenario

Open the ChatRex Lite settings and go to Temples> Scenarios Cascades. The list displays the name, sequence of channels, status and actions available.

To create a script:

1. Press Add script.
2. Enter a clear title, such as “Remembering”.
3. Enable the status Active.
4. Add two or more steps.
5. Place the steps in the right order by dragging.
6. Save the script.

For each step shall be specified:

• Channel is one of the connected channels of the account.
• Transition condition - when to proceed to the next step;
• Wait time - from one minute, in minutes or hours.

Available transition conditions:

• if the message is not delivered;
• if the message is not read;
• If the message is not delivered or read;
• if the customer didn't respond.

The message is sent in steps from top to bottom. If the channel is disabled, it cannot be added to the new scenario.

Creating a message template

Open Temples>Message Templates and press Add template.

Fill in:

• Name of the template;
• Text of the message;
• a way to bypass anti-spam filters;
• status Active.

AmoCRM fields can be used in the text. Enter @ and select the desired field - when sending ChatRex Lite will substitute the value from the transaction or contact.

Launching with Digital Pipeline or Salesbot

1. Open the automation setting in amoCRM.
2. Add the ChatRex Lite action.
3. Enable Cascading send.
4. Select the active cascade scenario.
5. Select Message Template.
6. Save action and automation.

When the cascade is turned on, the channels, their order, transition conditions and waiting time are taken from the script. Text and anti-spam processing are taken from the template, so you do not need to choose a channel in the form of Salesbot or Digital Pipeline separately.

If you created or modified a script, click the update icon next to the list. The list is updated without reloading the page. If a previously selected script or template has been disabled or removed, select another.

When the cascading sending is turned off, the action works in normal mode: select one channel and a template or Your text option.

Manual launch from amoCRM card

1. Open the transaction or contact card.
2. Click on the customer's phone number.
3. Select Cascading send.
4. Check the phone number.
5. Choose an active cascade scenario.
6. Select a message template or Your text.
7. Press Send.

If you select Your text, fill in the message manually. To substitute the amoCRM field, type @ and select it from the list.

After successful launch, a notification Cascading is launched will appear.

When the cascade ends

ChatRex Lite will stop sending if:

• the condition of successful delivery of the current step is fulfilled;
• The customer responded in any channel;
• All the steps of the script have ended.
• Launch cancelled by the system;
• There was a critical error.

After completion, the cascade result is added to the amoCRM as a note. You can check the result of the shipment.

If the cascade doesn't start

Check it out.

• script and template active;
• There are steps in the script.
• Selected channels are connected and available.
• in automation, both a script and a template are selected;
• the card has the correct phone number and a transaction or contact is determined;
• Your own text is not left empty.

To configure normal automatic messages without a cascade, use the instruction Automate messages.