Automation Studio

Automation Studio is a centralized platform within the CRM system that enables the creation and delivery of automated, targeted campaigns for both end customers and employees. These campaigns are triggered based on specific rules or conditions, depending on business needs.

This module not only allows users to launch communication campaigns but also to monitor their performance and effectiveness in real time. In addition to triggering campaigns, automation can also initiate actions in external systems. For example, it can send a request to the Core system based on a form submitted by a customer.

Automation Studio includes the following key functionalities:

• Creating automation flows (journeys) based on triggers—events or actions such as filling out a form on a website, downloading an e-book, or purchasing a product or service. These triggers can automatically launch a predefined series of actions, such as sending an email or SMS, or adding the user to a specific marketing campaign.
• Lead nurturing through the sales funnel with personalized communication and relevant offers. Marketing automation allows users to build workflows that deliver tailored content and messages based on customer interests, behaviors, and interactions with the company’s website and marketing materials.
• Sending personalized campaigns tailored to each customer segment increasing the effectiveness of marketing efforts. By automating these campaigns, users save time and ensure that each segment receives the right message at the right time.

Serving as a central workspace, the Automation tab allows you to manage all automated campaigns—whether they’re not approved, active, or disabled—within Automation Studio. This section provides users with full transparency and control over the entire communication process with end users.

The table of automations can be filtered by the channels used in the campaign, as well as by the automation’s status.

Supported digital channels include:

• SMS
• Viber
• Email
• Forms
• API
• Push notifications

These channels enable fast, large-scale, and—when needed—personalized communication, with real-time performance tracking.

To create an automated campaign (referred to as automation), you’ll need to define the following components: name, goal, action, and the journey (flow) that will be used.

To create new automation, navigate to Marketing hub > Automation > Create new Flow 

Once you are on the Create new flow page, the goal represents the business objective you aim to achieve through a given automation. Once a goal is selected, the interface will suggest a subset of actions that are most suitable for reaching that specific objective.

Available goals include:

- Boost revenue (includes Cart Abandonment and Post-Purchase journeys)

- Lead generation

- Improve customer experience (includes Cart Abandonment and Post-Purchase journeys)

- Lead nutrition 

- Custom goal (All journeys created using the Journey Builder will be available and visible in this section)

Actions refer to predefined scenarios that can be applied within an automation. These scenarios are also known as journeys—but unlike custom-built ones, they come pre-configured and serve as examples of how automation can support specific goals. In this context, actions can be seen as targeted marketing activities designed to help nurture both existing and potential customers.

Flows represent the customer journey you design—putting you in control of how and when each customer is targeted. With precise timing, personalized communication, and tailored offers, you can enhance the customer experience and boost your performance metrics. Take ownership of the process and increase conversion rates through thoughtful automation.

You can start by selecting a predefined flow template or create your own custom flow using a set of available building blocks in the Journey Builder. Templates are a great way to jump-start your strategy, but Journey Builder gives you full flexibility to craft flows that match your business needs.

Each flow consists of specific blocks, which you can combine to define how the journey unfolds:

• Entry Block – Used in query-based scenarios to define when communication should start. This can be triggered on a specific day, or a set period before an event (e.g., one day, one week, or one month prior).
• Source Segment Block – Allows you to select the segment of profiles you want to target as the basis for your flow.
• Wait Block – Lets you pause the flow for a selected time period before continuing with the next step, helping you control the timing of communications.
• Condition Block – Enables flow branching based on specific criteria. Currently, you can tailor the journey depending on message status (e.g., Delivered, Opened, Clicked, Bounced, Unsubscribed), ensuring each customer experiences a relevant and responsive path.

Whether you choose to start from a template or build from scratch, flow templates empower users to express creativity and build dynamic, personalized experiences. By defining how contacts enter a campaign and adjusting their journey based on behavior or needs, you can deliver smarter, more impactful communication.

Good to know

• You can only approve automations if your user role has the required permissions.
• Once activated, the automation runs automatically—no further action is needed. However, first it has to be approved and then activated.
• If you don’t have approval rights, your automation will wait for a supervisor to approve it.

FAQ

What happens if I don’t approve the automation? 
The automation won’t run until it’s approved by a user with the right permissions.

Can I edit the automation after approval? 
Yes, you can.

Can I add multiple communication channels, such as Viber?

Yes, you can. When using a different communication channel, it’s recommended to include an Engagement Split and a Wait By block. This allows your customers some time to respond to the first message before the next step in the flow.

For a detailed explanation of control flows, check out the article on Journey Builder.