Questions about Automation
Question 1. How to Set Up Automatic Messaging for Customers When an Order is Successfully Delivered on Getfly?
Purpose
Customer Care and Notifications: Send notifications to customers as soon as their order is successfully delivered in the system.
Enhance Customer Experience: Ensure that customers receive accurate and timely information about their order status, increasing their peace of mind and satisfaction.
Optimize Customer Service Efficiency: Improve business efficiency in handling customer care.
Step-by-Step Instructions Automation Description:
Automatically send a message to the customer when the order status in the system is updated to "Delivered."
Step 1: Create a new data field as a select list in the "Order" section to track delivery status:
Go to Settings -> Data Definitions -> Orders -> Add a new field for Delivery Status.
Choose the data type as Select List and create options: Delivered and Not Delivered.
Step 2: Go to Marketing -> Select Marketing Automation -> Create New -> Choose Develop from Scratch.
Step 3: Select the condition block for order updates and the action for sending SMS (or email, ZNS depending on your preference for how you want to notify the customer).
Link the output of the "Order Update" condition to the input of the SMS action:
Step 4: Set detailed conditions for the blocks:
Order Update: Select the order type as Sales Order and the delivery status as Delivered.
Send SMS: Enter the content of the SMS you wish to send to the customer and click Update.
Step 5: Name your automation and activate it.
Once the automation is activated, whenever the order in the system is marked as delivered, you can edit the order and update the delivery status to Delivered, which will instantly trigger the customer to receive a notification that their order has been successfully delivered.
Question 2. I Want to Create an Automatic Action to Update When Editing an Order, But I Can’t Find This Action in Getfly Automation?
Currently, Getfly system only supports automation actions for creating new orders and approving orders. It does not support actions for editing orders.
Solution: You can apply the "Order Approval" process to edit the order: After editing the order, click Approve Order so that the system runs the automation.
Step-by-Step Instructions:
Step 1: Create Automation
Go to Marketing (F3) -> Select Marketing Automation -> Click on Create New to create a new automation.
Choose Develop from Scratch.
In the Action section, select Approve Order.
Drag the Approve Order block to the automation setup screen.
Click on the Approve Order block you just selected. The action setup screen for Approve Order will appear. In the Condition box, choose Order Type / Equals / Sales Order.
You can also add more conditions by clicking on Add Condition.
After adding the conditions, click Update to save the settings.
Step 2: Choose Consequences for Automation You can choose the following consequences for automatically updating customer information after approving the order:
Update Customer Group
Update Relationship
Update Responsible Person
Update Customer Information
Click on the consequence blocks to configure the information you want to update. Next, link the action and consequence blocks by dragging a connector from the Approve Order block (blue) to the consequence blocks (green).
Finally, name your automation and select Activate to save and activate the automation.
Step 3: Staff Action
After creating and activating the automation, once the staff edits the order, they need to click Approve Order so that the system runs according to the automation scenario.
Question 3. How to Create an Automatic ZNS Message for Customers on Getfly?
To create an automation to send automatic ZNS messages to new customers, customers who make a purchase, first-time campaign participants, etc., follow the steps below:
Step 1: Go to Marketing Automation -> Select Create New.
Step 2: Set conditions: Choose the action that suits your requirements for sending ZNS, such as First-time CRM Entry, Create New Order, etc.
Step 3: Set consequences: Send ZNS -> Choose Send via Zalo OA -> Select the appropriate template.
To select the corresponding values for variable names, you can either input the default values or choose customer/order-related variables from the variable list as shown in the image below.
Note: You can check the box and set up additional conditions for ZNS messages that fail to send, which will automatically send an SMS.
Step 4: Complete the setup and you will have a finished automation script. Save the name and select Activate to start the automation.
Note: Customers will need to register the ZNS template via Zalo partners, including: Etelecom, Mitek, ATP, Vihat, VoiceCloud, South Telecom, Abenla.
Currently, Zalo OA restricts sending messages from 10 PM to 6 AM the following day. When creating the automation, you can add a wait condition to send messages outside this restricted time to avoid errors.
Question 4. How Does the System Evaluate Multiple Conditions in an Automation Workflow?
In the automation setup, if you configure multiple related conditions for an action, the system will require all conditions to be met in order for the automation to trigger.
However, within a single condition, if you select multiple options, the system only requires one of those options to be satisfied.
Example: You're setting up an automation with the scenario: "When a new order is created, send an email to the customer."
In the condition block, you add Product Group and select two options: Rhinoplasty and Eye Surgery. If the product in the newly created order belongs to either of these product groups, the system will trigger the email.
Then, you add another condition: Customer Group and select the option Northern Region. In this case, for the email to be sent, both of the following must be true:
The order contains products from either Rhinoplasty or Eye Surgery groups.
The customer in the order belongs to the Northern Region group.
Question 5. Why Can’t I Select a System Email When Sending Email in Automation?
Currently, Getfly only supports sending emails from system email addresses in automation outcomes for the following actions:
Create Order
Update Order
Approve Order
Order Payment
Create Quotation
Approve Quotation
Create Contract
Approve Contract
Complete Contract
For other actions that do not support selecting a system email directly, you can work around this by creating a user account and assigning the system-configured email address to that user. When configuring the Send Email outcome in the automation, select this user as the sender.
Step-by-step Instructions:
1- Create a User with the System Email:
Go to: Settings → User Management → Add New
Fill in the required information to create the user.
Important: In the Email field, enter the email address that has been configured as a system email.
Click Create to save.
2- Setup in Marketing Automation:
Return to the Marketing Automation setup.
In the Send Email outcome, select the newly created user as the sender.
This configuration allows you to send emails from the system email address via an intermediate user account.
Question 6. How to Create an Automation to Reassign or Remove Account Owners for Customers Who Haven’t Placed Orders for a Long Time?
1- Objective:
Identify inactive or low-potential customers who haven’t placed orders for a while and enable the business to implement re-engagement strategies.
Automate the reassignment or unassignment of customer owners to improve employee productivity and task management.
2- Step-by-step Instructions:
Automation Description: Automatically remove or reassign customer owners for customers who haven’t made a purchase within a defined time period.
Step 1: Go to Marketing → Select Marketing Automation → Click Create New → Choose Develop from Scratch
Step 2: Select the Last Order Time action block and the Update Customer Owner outcome block.
Link the output of the Last Order Time action block to the input of the Update Customer Owner outcome block.
Step 3: Configure Conditions
Last Order Time: Set the time range for the customer’s last purchase. Example: You want to identify customers who haven’t made a purchase in the past 30 days. ➝ Set the condition accordingly to target customers inactive for one month.
Update Customer Owner: Choose the new account owner or select No Owner if you want to unassign the customer (the customer will no longer have a responsible staff member).
Step 4: Name the automation and click Activate to save and enable it.
Question 7. How to create an Automation to remind customers of scheduled appointments and recurring care activities?
To ensure that customers are consistently reminded of important appointments and receive regular care, thereby enhancing their experience and satisfaction with your company's services, follow the steps below:
Build a scenario/workflow after a successful order is confirmed. For example:
After a new order is successfully created, schedule an in-person appointment with the customer to complete the service after 7 days. A reminder will be sent 1 day before the scheduled meeting.
Conduct recurring customer care based on specific timelines: after 1 month, 3 months, and 6 months.
Create automation based on the scenario:
Step 1. Go to Marketing → Marketing Automation → Add New → Start from Scratch
Step 2. Configure the first automation block:
Condition: New Order Created (Condition: Order Type is “Sales Order”)
Actions:
+ Branch 1: Create a task to schedule a customer appointment (Start time: 7 days later; Project: “Customer In-Person Appointment”)
+ Branch 2, 3, 4: Wait for 30 / 90 / 180 days → Send ZNS/SMS/Email for periodic customer care
Step 3. Configure the second automation block to send a reminder 1 day before the customer appointment:
Condition: New Task Created (Condition: Project = “Customer In-Person Appointment”)
Trigger Time: 24 hours before task start time
Action: Send ZNS/SMS/Email to remind the customer of the appointment
Step 4. Name your automation, then Save and Activate it.
Question 8. How to automatically notify customers and staff when an order has been fully paid on Getfly?
To notify both customers and staff when an order has been fully paid, follow these steps:
Step 1. Navigate to Marketing → Marketing Automation → Add New → Start from Scratch
Step 2. Select the condition: Order Payment
(With the condition: Order Type = Sales Order / Purchase Order)
Step 3. Add an additional condition: Order Grouping
(Condition: Outstanding amount = 0)
Step 4. Configure the actions:
Send notification / ZNS / SMS / Email to the employee responsible for the order
Send ZNS / SMS / Email to the related customer
Question 9. Notes when using variables in Automations sending Webhooks
Getfly Automation supports a wide range of variables in the system, allowing users to build personalized and highly tailored automation workflows.
However, when setting up Webhook communication from Getfly to external systems, keep the following in mind:
Example: Setting up automation to send a webhook when an order is paid.
+ Important notes on table-format variables:
Product lists in HTML table format cannot be displayed correctly via webhook, as HTML tables will break the webhook structure.
Solution: Use the JSON-formatted product list to ensure compatibility.
Example:
+ Product list: Supported via key-value access in JSON structure.
Question 10. How to create an automation to notify customers about product warranty expiration?
To notify customers about product warranty information, proceed as follows:
Step 1. Create a custom data field named “Warranty Period” within the Order module.
Go to Settings → Data Definitions → Order → Add New Field
Step 2. Create an automation triggered by: Order Approval / Order Payment / New Order Creation
→ Send Email/SMS to customers with the “Warranty Period” information.
Condition: Order Approval → Order Type = Sales Order
Action: Send email to the related customer
Question 11. What is the purpose of the "Wait" condition in Getfly Automation?
In Getfly Automation, the "Wait" condition is used to define a delay period after a specific condition is met or an action is executed. This allows the system to carry out subsequent steps in a sequential and time-controlled manner.
Purpose of the "Wait" condition:
Delay after a condition is met: When a condition is fulfilled within an automation workflow, the system will wait for a predetermined amount of time before moving on to the next action. Example: You may set a “Wait 1 hour” step after sending an email, before sending the next one or executing another action.
Control timing between steps: This ensures that each step in the automation flow follows a logical sequence with appropriate intervals. It’s especially useful for avoiding message overload or when time is needed to gather customer responses.
Benefits of using the "Wait" condition in Automation:
Enhance customer experience: By inserting a waiting period before sending the next message, you can create a smoother, more considerate communication flow without overwhelming your customers.
Optimize workflow execution: Ensures that automation processes follow a well-structured, controlled sequence, helping tasks execute more efficiently.
Better resource management: Distributes automated tasks over time, reducing the risk of system overload caused by executing too many actions at once.
Wait settings:
Delay by day/hour/minute
Execute: Immediately / At a specific time
Question 12. How to create an automation scenario for sending an email sequence with conditions to check email open and link click status?
To effectively set up an email sequence automation in Getfly, you should first design the email flow chart and determine the content and objective of each step.
Step 1: Plan the email campaign scenario
Example: An email flow designed to approach and nurture customer interest.
Step 2: Set up the email sequence automation
Trigger: When a customer enters the CRM for the first time (Condition: Email contains "@")
Actions: Send Email 1 → Email 2 → Email 3 → Email 4 → Email 5...
Between each action, add conditions to check whether the customer opened the email or clicked a link in the email.
Note: It is recommended to insert a “Wait” condition of 1–2 days between each email in the condition blocks checking for open and click status. This allows for more accurate results.
Question 13. How to create an automation to send sales information to referrers of new customers?
If you want to automatically notify referrers about new sales generated from the customers they introduced—either to inform, thank, or reward them—you can follow this automation setup:
Go to: Marketing → Marketing Automation → Add New → Build from Scratch
Trigger condition:
When a sales order is paid / newly added / approved
(Condition: Order type = Sales Order)
Action:
Send Email/SMS/ZNS
(Recipient: Referrer)
Once the automation is configured, save and activate it.
From this point onward, every time new revenue is generated from a referred customer, the system will automatically send a notification to the referrer.
Note: Before deploying the automation, make sure the integration for Email/SMS/ZNS is properly configured and sending successfully.
Question 14. Can deleted automations be recovered or reviewed?
Currently, once an automation is deleted, it cannot be recovered or reviewed.
If an automation is no longer in use, it is recommended to set its status to “Inactive” instead of deleting it. This way, you can retain the configuration for future reference and easily reactivate it when needed.
Question 15. How to automatically add customers to a campaign and send a thank-you message after they submit an Optin Form?
When a customer submits their information via an Optin Form, you can automatically enroll them into a campaign and send a thank-you SMS by following the steps below:
Step 1: Create a Campaign To create and manage campaigns in the system, your user account must be granted permission for the Campaign function.
Go to Marketing → Campaigns → Add New to create a new campaign.
Step 2: Create an Optin Form Create a new Optinform, and link it to the campaign created in Step 1 for management and tracking.
Step 3: Set up an Automation Scenario to Send SMS To perform this step, your user account must have permission to Add new Automation.
Navigate to Marketing → Marketing Automation → Add New → Start from Scratch.
Add the Trigger Block: “Customer is added to a campaign”.
Add the Action Block: “Send SMS”.
Configure the details for each block:
For the Trigger ("Customer is added to a campaign"), select the appropriate campaign (e.g., Campaign A).
For the Action ("Send SMS"), choose the SMS template.
Note: The SMS template must be pre-approved by your SMS provider before use.
Name the automation and click Activate to enable the automated workflow.
Question 16. Can Getfly create automated workflows for internal departments within the company?
When applying Getfly CRM to business operations and management, Marketing Automation is one of the most popular and valuable tools due to its convenience, proactivity, and automation capabilities.
Before setting up a specific Automation workflow for your sales team, you should consider the following key points to ensure your automation processes are both effective and sustainable:
Automation is a tool to realize your desired workflow. However, for it to truly be effective, your business should first establish a disciplined working framework (with policies that define employee accountability), clear job descriptions (detailing employee responsibilities), and step-by-step process training to ensure everyone understands their tasks thoroughly.
➤ Only when these foundational elements are in place can automation help save significant time and manual effort.
Key recommendations before setting up Automation workflows: Identify the critical stages in the workflow where automation can deliver the greatest value.
Consider breaking down the workflow into smaller automation sequences for easier monitoring, testing, and modification when needed.
Suggested Workflow Using Automation Scenario: Your desired sales workflow is as follows:
Within 2 hours of adding a new customer, contact them to analyze needs and record notes in CRM.
Within 1 day of identifying customer needs, send a quotation.
Within 2 days of sending the quotation, follow up with the customer (repeat if the quote is revised).
Within 1 day of closing the deal, create and send a contract or order.
Within 2 days of sending the contract, remind the customer to make an initial deposit.
1 day before delivery, contact the customer to request full payment.
Within 2 days of successful delivery, follow up to gather feedback.
Within 15 days of order completion, conduct a customer care call and explore upsell opportunities.
Workflow Breakdown Using Automation
Customer Creation in CRM Automation: When a customer is added to the CRM, create a task (CV1) to analyze needs.
Time constraint: Use a 2-hour deadline for task completion.
Quotation Creation and Sending Automation 1: When task CV1 is completed, change the customer status to “Needs Identified”.
Automation 2: When the status changes to “Needs Identified”, create task CV2 to prepare and send the quotation.
Time constraint: Set a 1-day deadline for CV2.
Follow-Up After Quotation Sent Automation: Upon completing CV2 (or sending the quote), create a follow-up task (CV3).
Time constraint: Use a 2-day deadline.
Quote Revision on Customer Request Automation: When the customer status changes to "Negotiation", recreate task CV2.
Update Automation 2 to include this additional trigger.
Contract or Order Creation Automation: When a contract/order is created, assign a task (CV4) to send it to the customer.
Time constraint: 1-day deadline.
Deposit Reminder Automation: Upon completing CV4, assign task CV5 to remind the customer about the deposit.
Final Payment Reminder Automation: Upon completing CV5, assign task CV6 for delivery and full payment reminder.
Post-Delivery Follow-Up Automation: Upon completing CV6, assign task CV7 to follow up after successful delivery.
Time constraint: 2-day deadline.
(Steps 6, 7, and 8 are similar in structure to Step 3.)
Customer Care and Upselling Automation: Upon full payment of the order, assign task CV8 to follow up for upselling or repeat purchases.
Time constraint: 15-day delay using a “Wait” condition before triggering the task.
Ensure the order has a zero outstanding balance before running the workflow.
Optional: Retargeting Former Customers If you want to re-run the workflow for existing customers, you can create a campaign or assign a customer status such as "Care - Upsell" to track and manage follow-up more effectively.
Note: You don’t need to build automation for every step. Focus on key tasks that require staff follow-up. For less critical stages, consider using notifications instead of task creation to avoid overwhelming employees with too many to-dos.
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