Objective
This guide explains how to access and configure AI Sales Assistant (ASA) follow-up and escalation rules so leads are contacted automatically based on priority, source, temperature, and schedule. It also covers rule behavior, validation, deletion, and best-practice setup for reliable follow-up automation.
Key Steps
1. Access the CRM Assistant Follow-Up Settings 0:00
- Log in to the back-end settings area.
- Click AI Settings.
- Open CRM Assistant.
- Locate the Follow-up and Escalation section to begin managing ASA follow-up rules.
2. Understand the Default Rule and Rule Priority 0:23
- Review the built-in default rule, which acts as a safety net for every account.
- Understand that if no custom rule applies, ASA will still follow up using the default behavior.
- Add custom rules on top of the default rule to handle specific lead scenarios differently.
- Remember the priority order:
- Rules matching source + temperature are applied first.
- Then source-only rules.
- Then temperature-only rules.
- The default rule applies last as a fallback.
3. Create a New Follow-Up Rule 1:09
- Click Add Follow Up Rule.
- Select Edit to configure the rule.
- Choose the rule criteria you want to use:
- Status
- Temperature
- Source groups
- Specific sources
- Build the rule around the most relevant lead segment for your process.
4. Name the Rule Clearly 1:59
- Enter a descriptive rule name so it is easy to identify later.
- Use names that reflect the rule’s purpose, such as:
- Hot Leads
- A specific source name
- A source-and-temperature combination
- Keep naming consistent across all rules for easier management.
5. Set the Follow-Up Schedule 2:19
- Define the days ASA is allowed to send follow-up messages.
- Click the day buttons to activate the schedule.
- Confirm active days are highlighted in green.
- Add one or more send times for each active day.
- If needed, space follow-ups every other day or use multiple times in a single day.
- Verify the schedule includes the intended hours, including overnight windows if required.
6. Configure Follow-Up Behavior Limits 2:45
- Set Delay Before First Follow-Up to control how many hours ASA waits before sending the first follow-up message.
- Set the Follow-Up Window to define the maximum number of days ASA should continue following up.
- Set Engagement Cool-Down to pause follow-ups after a customer replies or a rep reaches out.
- Use this to prevent ASA from messaging someone already in an active conversation.
- To pause for multiple days, multiply the number of days by 24.
- Set Max Attempts to limit the total number of follow-up messages ASA can send.
- Remember that ASA stops when either the max attempts are reached or the follow-up window expires, whichever happens first.
7. Save and Validate the Rule 3:58
- Save changes as you configure the rule; updates are saved automatically.
- Watch for validation errors such as:
- Missing rule name
- No active days selected
- Empty source selection
- Correct any highlighted inline errors before the rule can be saved successfully.
8. Delete Unneeded Rules and Protect the Default Rule 4:13
- Click Delete to remove a custom rule you no longer need.
- Note that the default rule cannot be deleted.
- Review rules periodically to keep the automation clean and relevant.
9. Improve Temperature-Based Automation 4:43
- Add more customization to escalation words as a best practice.
- Use lead and disposition tagging to improve how leads move through temperature stages automatically.
- If using temperature-based follow-up, add keywords in the relevant fields so ASA can correctly classify and trigger follow-ups.
- Confirm your tagging and keyword setup supports the intended lead flow.
Cautionary Notes
- Do not delete or attempt to remove the default rule; it is required as a fallback safety net.
- A rule will not save if required fields are missing or invalid.
- Be careful when setting overnight or multi-day schedules to avoid unintended message timing.
- Ensure engagement cool-down settings are long enough to prevent ASA from contacting active conversations.
- More specific rules take priority, so review overlapping rules carefully to avoid conflicts.
Tips for Efficiency
- Use clear, standardized rule names so team members can quickly identify purpose and priority.
- Start with a simple rule structure, then add more specific rules only where needed.
- Group similar sources or temperatures to reduce the number of rules you need to manage.
- Use source + temperature rules for the most important lead segments since they are matched first.
- Regularly review escalation words, lead tags, and disposition tags to keep temperature automation accurate.
- Test new rules with a small set of leads before rolling them out broadly.