One of the most popular Automation actions in Textline is to send a message to a contact. This is a very powerful action as it can perform a variety of purposes:
Send an out of hours response
Welcome new contacts to your texting service
Give customers directions to your upcoming event when they're lost
Send a thank you gif when you resolve a conversation
When using this action, there are a few other options tied to the message that you can enable and we will cover those below.
Prevent lower priority Automations from sending messages
This checkbox will affect other Automations in your Department. If you have this checkbox ticked and the triggers for this Automation are set, other automations with actions to send messages will not have their messages sent for the same triggering event. However, other actions in the lower automations WILL still be performed. A good use case for this checkbox is to have an Automation setup for holiday or out of office responses.
Suppress agent Notifications and wait time warnings
This checkbox helps with Notifications. If you have it ticked, it will prevent Notifications to Agents associated with the Conversation (you can read more on Notification settings here) when this action is fired. This checkbox is helpful for when you have messages stating your office hours and you do not want your Agents bothered off hours.
This message counts towards metrics calculations
This checkbox is regarding our Metrics feature. There are several metrics that Automations can trigger. By default, Automations do not affect most Metrics, but when ticking this box, you can now have automations in Metrics tabulations. Check the Metrics Definitions article for a full accounting of what metrics will be affected by this checkbox. A great use case is for having out of hours messages responding to customers and lowering your time to respond metric instead of having the clock running the whole time your office is closed.
We hope this article helps! If you have any questions or comments, please reach out to Textline support at +1 (415) 849-4349 or [email protected].