A scenario sends emails to clients by itself on an event or on a schedule: for example, "when a deal is created, send an email, wait 3 days, and if the manager is X, send a reminder". Besides emails it can create to-dos for the manager, change statuses, set tags and notify employees. Set it up once and it keeps working.
Where to find it
Sidebar → Marketing → Mailings, the left column Scenarios (active ones first). The blue New scenario button is there too. A one-off mailing to a list of clients is a separate orange New mailing button: see Client mailings. Scenarios are available to managers and above.
How to create a scenario
- Click New scenario, enter a Name and choose the trigger type: On event, Entering an audience or On schedule.
- On the scenario page set up the Trigger: - On event. Choose the event: Deal created, Deal moved to status, Lead created, Client created, Lead moved to status, Client moved to status, Deal went stale (no actions for N days), No client activity for N days. You can narrow it by status, manager or client type. For the last two events set Days without actions: they are checked every 10 minutes. "Deal went stale" applies to open deals (new, in progress, negotiation); "No client activity" applies to clients with the status Active. - Entering an audience. Tick one or several saved audiences. The scenario starts for a client or lead who entered the audience after the scenario was started (for example, got the VIP tag). Those who were in the audience at start will not start it. Checked every 10 minutes. If a person left the audience and entered again, they go through the scenario again only with Start on every new entry on. If the scenario has emails, a person without an email enters the scenario once they get an address. - On schedule. Set the day of week, time and, if you like, the day of month and month. The scenario starts at that time for the clients in the Audience block.
- For a schedule, set the Audience: search, client status, product, tag. Check audience shows how many clients match and how many have an email.
- Build the Steps (see below) and click Save.
- Click Start. Until it is started, a scenario sends nothing.
Steps
- Send email. Choose what to send with (your own mailbox or Infobip, if connected), who to send to (the event counterparty, a specific client or a client from the audience), the Email subject and Email text. Placeholders like
{client_name}are replaced with the client's data. - Wait. A pause in hours or days before the next step.
- To-do for the manager. Creates a to-do in the To-dos of the object manager (the scenario author if there is no manager or they are deactivated) or of a specific employee. Fill in the To-do title and Due, days (0 means today). For a client, the to-do is linked to it.
- Change status. Changes the status of a deal, lead or client to the chosen one and records it in the history. Available when the scenario works with one kind of object: if the audience has both leads and clients, status changes are not offered.
- Tag. Adds or removes a tag from the CRM cloud.
- Notify an employee. Sends a message to the object manager or a specific employee: bell, email and Telegram according to their notification settings.
- Condition. "If manager / status / client type / deal amount / has tag / has product / has email...". A condition has two branches, Yes and No, each with its own steps. An empty branch simply ends the scenario for that client.
Placeholders work in the title and text of action steps: {name} (client or lead), {deal} (deal name), {status}, {amount}, {manager} and {link} (link to the object).
Action steps run as the scenario author: in the object history the change is recorded under them. Changes made by the scenario itself do not start other scenarios, so they cannot loop. HubNext warns you before starting that the scenario will change data.
Normally a client or a deal goes through a scenario only once: repeated events do not start it again. For a scenario on a schedule you can turn on Repeat on every run: every time the schedule fires, all clients of the audience go through it again (for example, "a reminder every Monday"). The events "Deal went stale" and "No client activity" have a similar checkbox Repeat if it goes stale again: if the object comes back to life and then goes stale again, the scenario starts again. When you turn it on, HubNext asks you to confirm that emails will be sent repeatedly. While a client is still going through the scenario (for example, waiting), they are not started a second time.
Quiet hours
In the block with the name the scenario has the fields Do not send from ... to .... Set, for example, 22:00 to 08:00: emails and employee notifications that are due in this window go out right after it ends. To-dos, tags and status changes are not delayed. Time is Almaty time, like the schedule. To send at any time, click Turn off.
Statuses and log
- Draft — being set up, sends nothing.
- Active — working. It cannot be edited: click Pause first.
- Paused — new runs do not start, started ones wait. After Resume the schedule is not caught up.
- Finished — final status, it cannot be put back to work.
The Statistics block on the scenario page shows how many runs there were and how many emails were sent and delivered. Below, the Runs block shows who went through the scenario, which step they are on, what happened last (mailing created, recipient has no email, condition met, etc.) and what happened to the email (sent, delivered, not delivered).
Good to know
- Scenario emails go through the regular mailing queue, within the mailbox hourly limit.
- Clients without an email are skipped, the scenario goes on for them. If a scheduled scenario has no emails, only actions (tags, to-dos, statuses), clients without an email go through it too.
- There can be a delay of up to a minute between steps.
- Attachments from the client folder work only when sending from your own mailbox, Infobip does not support them.
Languages
In the Send email step the template is chosen from cards with a preview (the first card: your own text, no template). If the step uses a template with several language versions, the email goes out in the client's preferred language (the default version is the fallback). The step shows a Subjects by language block: a subject for each language version; an empty field means the main step subject. The version is chosen at the moment of sending.