Akita Playbooks are processes that can be automatically or manually triggered and can include task(s) and/or Email Message(s).
In the Playbook context:
Tasks are assigned to you or other members or roles within your company/team and will be visible in the Planner tab or in the related Account record's Activities tab.
Messages are automated emails sent to customers (Contacts) that have been Tagged with a specific persona (Power User, Decision Maker etc).
To Begin, navigate to the Playbook you wish to add steps to and click the Steps option [Below].
To schedule an automated email, click on the Add a Message link at the top of the page. A box will appear with a number of fields and dropdowns to complete... [Below]
Name or Label...
Send as... You have the option to send this message either as a specific member of your team or a Role you have created i.e. If you have created the Role 'CSM' and choose the option 'CSM' here, the message will be send from whomever is assigned as the CSM for the relevant Account.
Use Template... This dropdown will list all of your previously created Message Templates.
Send to contacts tagged... You will want the message to be sent to a specific person/persona at your customer Account. Here you can select the specific tagged person to send this message to.
Instructions for CSM...
Assign this task - Here you can decide when you want this message to be sent. You have the option of sending it a specific number of days after one of the other steps in the Playbook.
To schedule an automated task for you or one of your team, click on the Add task link at the top of the page. A box will appear with a number of fields and dropdowns to complete... [Below]
Name or Label...
Assign task to... You have the option of assigning this task to a specific member of your team or a Role you have created i.e. If you have created the Role 'CSM' and choose the option 'CSM' here, the task will be sent from whomever is assigned as the CSM for the relevant Account.
Priority... this will be visible within the task record, in the list views in planner and can be used to filter tasks in the Grid View.
Overdue if not completed in... This will ensure any overdue tasks are moved to the Overdue tab in the Planner after the requisite number of days. You will also be able to run reports listing overdue tasks in the Playbooks Tab and in the Planner's Grid View.
Instructions for CSM... In order to build best practice into your repeatable processes, you can detail in this space the requirements for this particular task.
Assign this task - Here you can decide when you want this task to be assigned. You have the option of assigning it a specific number of days after one of the other steps in the Playbook.
Once you are satisfied with the playbook steps, you will need to Activate the Playbook [Below].
