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Creating Smart Plans

Updated

Introduction

Smart Plans are the automated engine of LoftyWorks, designed to streamline your agency's workflows by handling repetitive tasks and communications. By using a combination of Triggers, Conditions, and Actions, you can ensure every contact is nurtured consistently and professionally without manual intervention. 

 

Summary

 

Accessing Creating a New Smart Plan

Starting a new automation is designed to be a seamless, visual experience from the outset. When you initiate a new Smart Plan, you have the flexibility to either build your workflow from scratch for complete customisation or start from a template in the library to save time.

(1) From Scratch

The first step in the creation process is selecting your Plan Scope—deciding whether the plan will be a Personal Plan for your own use or a Company Plan for the entire agency. 

Once the scope is set, you are immediately directed to the flow-view canvas. This interactive workspace allows you to map out your automation visually, providing a streamlined setup with few interruptions.

(2) From Template

The only step you need to take is to select a Smart Plan template, which will then take you directly into the canvas.

 

Smart Plan Settings Panel

The Smart Plan Settings Panel provides a centralised space to manage the foundational logic of your automation without cluttering your workspace. Designed as an expandable and collapsible side panel, it allows you to toggle between fine-tuning your settings and viewing your overall workflow on the canvas. Within this panel, you have the flexibility to:

  1. Rename Your Plan

    Whilst the system automatically generates a default name, you can customise it to suit your agency’s naming conventions.

  2. Change Plan Scope

    All LoftyWorks users will have the option to create My Smart Plans. My Smart Plans can only be viewed, edited, and applied by the Agent who created them.

    Company Smart Plans can be applied to the entire account. They are visible to all users. Users with the "Manage Template —— Entire Company" permission (see link) can manage any Company Smart Plans.

  3. Modify Target Contact Type

    This setting will determine what type of contacts the Smart Plan will apply to. Shown below are the different filters you can use for your Target Contact Type.
    EQUALS TO

    INCLUDE ALL


    INCLUDE ONE OF

    EXCLUDE ALL

    EXCLUDE ONE OF

  4. Adjust Auto Apply

    If Auto-Apply is enabled, you also have the option to enable "Auto Re-apply". The auto-reapply setting will allow this Smart Plan to automatically be re-applied to a contact that the Smart Plan has already run for if that contact meets the trigger conditions again.

  5. Adjust Auto Pause

    This section will automatically pause the Smart Plan under certain conditions. 

  • The contact responds/reaches out

    • Trigger behaviors include:

      1. The contact sending an email to a team member

      2. The contact calling a LoftyWorks Number

      3. The contact sending a text message to a LoftyWorks Number

  • The contact is added to a segment
    • Please note that the Smart Plan step action to "Change Segment" (if used) will also result in the pausing of this Smart Plan in addition to manually changing a contact's segment.
  • An outbound call is logged as "talked"
    • A call was made to the contact, and the call was marked as "talked" after the call in the dialler window. 
  • The tags that triggered the Smart Plan are deleted
  • The contact's Source changes

 

Triggers

The Triggers list indicates how/when the Smart Plan will be applied and to what contacts. 

There are fifteen (15) triggers available:

Contact Change

  • Contact Created: The Smart Plan will run automatically when the contact is newly created in the CRM
  • Contact Assignment Changed: The Smart Plan will run automatically when any contact role is manually assigned or reassigned
  • Tag Changed: The Smart Plan will run automatically when tags are added or removed from the contact
  • Segment Changed: The Smart Plan will run automatically when the contact is added or removed from a Segment
  • Contact Permission Changed: The Smart Plan will run automatically when the contact permission is changed
  • Contact Meets Specified Conditions: The Smart Plan will run automatically when the contact details change

Contact Engagement

  • Last Touch Type: The Smart Plan will run automatically, dependent on the last touch with the contact
  • Communication Events: The Smart Plan will run automatically, dependent on the contact's call, text, and email behaviour

Specified Date Occurs

  • New Year
  • Christmas 
  • Valentine’s Day 
  • Contact Date
  • Sales Progression Date
  • Lettings Application Date
  • Other: 

    • Including a specific fixed date!

 

Conditions

Since all actions run immediately, you need to define waiting logic in conditions.

  • Wait a Period of Time

  • Wait Until a Specific Date

    you can choose from:

    • Specific Date
      • Contact Date
      • Sales Progression Date
      • Lettings Application Date
      • Holiday
    • Fixed Date
    • Days of Week
    • Days of Month
    • Specific Time

  • Wait Until an Event

    Supported Event Types:

    • Email Event
      • Target: auto email earlier in the plan
      • Options: Opened, Replied, Bounced
    • Text Event
      • Target: auto text earlier in the plan
      • Options: Replied
    • Call Event
      • Targets: Any outbound, inbound, or any call
      • Options vary by target
    • Contact Meets a Condition
      • User-defined criteria
      • Supports AND logic
      • Optional skip after X days (default: 5 days)

    Timeout: 

  • Branch (Multi-Path Logic)

    Multi-path branching allows your Smart Plan to act as a decision-maker, directing contacts down different communication journeys based on specific information in their record. This ensures that your automation is highly relevant to each individual contact's situation.

    • How Branching Works

      The system manages complex logic through a structured sequence to ensure every contact is accounted for:

      • Sequential Checking: The system evaluates branch conditions in a specific order (e.g., Branch 1, then Branch 2). A contact will enter the first branch where they meet the defined criteria.

      • Flexible Logic Rules: Each individual branch supports both AND and OR logic. This means you can create highly specific segments, such as "Contacts who have an email address AND are interested in Lettings."

      • Complex Filtering: You can split behaviours based on a wide variety of field data, including contact details, transaction status, or previous engagement history.

      • Fallback "Not Met" Branch: To ensure no contact is left without communication, every branch node includes a default "Not met" path. If a contact does not satisfy the criteria for any of your custom branches, they are automatically directed here.

    • Available Fields in Criteria

      • Contact Basic Info
        • Email Address
        • Phone Number
        • Call Permission
        • Email Permission
        • Text Permission
        • Mailing Address
        • Property Address
        • Birthday
        • Source
        • Tags
      • Contact Assignment
        • Segment
        • Assigned Agent
      • Contact Engagement
        • Upcoming Appointment
        • Property Alert
        • Last Touched Date
      • Transaction
        • Closed Sales Progressions
        • Closed Lettings Applications

Actions

There are several different types of Smart Plan steps. All steps will create a task.

The Smart Plan actions are defined below:

  1. Communication
    1. Auto Email: Automatically sends an email to the contact.
    2. Auto Text: Automatically sends a text to the contact and allows you to add a business card. Learn more: Virtual Business Cards
    3. Notification: Sends an email to a specified email address or LoftyWorks user
    4. Buyer Property Alert: To set up a property alert, you will need to set the search criteria while creating the Smart Plan.
  2. Manage Tasks and Plans
    1. Email: Create a task to email the contact.
    2. Text:  Creates a task to text the contact.
    3. Call: Create a task to call the contact.
    4. Custom Task (Other): Creates a general task. You can choose what the task is for.
    5. Checklist: Creates a list of tasks to be completed. You can assign tasks to any role that is under the contact.
  3. Update Contact
    1. Change Segment:  Automatically add/remove the contact from a segment.
    2. Change Tag: Automatically add/remove a tag from a contact. 
    3. Reassignment Group: This is a great option for any LoftyWorks users who want to mass reassign their contacts. The Reassignment Groups Help Centre article is here: Reassignment-Groups
      1. Note:
        1. When the Reassignment Group Action is applied to multiple contacts, the New Contact notification for each contact is queued and sent to the Reassignment Group Assignee in turn. That is, if a LoftyWorks user is re-routing hundreds of contacts to an agent, that agent will get hundreds of "New Contact" notifications. 
        2. If multiple Smart Plans have Reassignment Group actions, they will be executed in chronological order.
        3. There will be Smart Plan Logs for the following:
          1. The Reassignment Group action starts
          2. The Reassignment Group action ends
          3. When the contact gets to the Reassignment Group action, but the Reassignment Group has been deleted
    4. Add Note
  4. Start Smart Plan
    1. Automatically start a new Smart Plan. You can have multiple Smart Plans running so if there are additional steps after the "start Smart Plan" step, the current Smart Plan will continue. 

  • Assigning a Step

    When creating steps, you will have an option to "assign to" a role. 

The task will be assigned to whichever role the step is assigned to. If the step/task is an auto email or auto text, it will be sent from the agent assigned to that role.

 

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.

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