Zoho CRM | Send automated drip messaging campaigns

Create a Drip Campaign to send out a series of SMS messages over time relating to the same campaign e.g. a series of reminders counting down to an event.

Create custom workflow rule for automated drip messaging campaigns

1. Log in to Zoho CRM.
2. Click on the ⚙️ Settings icon from the left-side menu bar.
3. Click on Workflow Rules (under Automation).

4. Click on the Create Rule button.

   

5. In the pop-up window, configure the rule:
   • Module: Select a Module where the workflow will take place e.g. Leads
   • Rule Name: Enter a Rule name e.g. SMS Drip Campaign

   • (Optional) Description: Enter a description to easily identify the rule e.g. Lead - SMS Drip Campaign

     

6. Click on the Next button.

7. In the workflow screen, select when to execute the rule. To do this, select Record action and Edit. A new field will populate, select Specific field(s) gets modified and set a record action by selecting Lead Source is modified to any value.

   

8. Click on the Next button.
9. Select which leads you would like to apply the rule to:

   • Leads matching certain conditions (click the + icon to add another condition)

     1. Lead Source is Web Research
     2. Num Inbound Sinch Messages = 0
     3. Num Inbound Sinch Messages = 0

     

   • All Leads
10. Click on the Done button.

11. From the Instant Actions drop-down menu, select Send Smooth SMS.

    

12. In the pop-up window, configure your SMS workflow:
    • Workflow SMS Description: Enter a description to easily identify the workflow.
    • Who should be notified of replies?: By default, this field will populate with Owner of each record. Use the drop-down to select Me if you (user creating the workflow) would like to receive all reply notifications.
    • From: By default, this field will populate with Record Owner's Number. Use the drop-down to select a different Sender ID number to send your message.
    • Number to send to: Use the drop-down to select which record number field to use e.g. Mobile.

    • Record to link to: This field identifies where to log workflow activity. By default, this field will populate with Leads, which will log any activity on the lead record. 

      (Optional) If you use the drop-down to add Send To User, a new Send To User - enter User ID field will appear and populate with #Owner.Id. This links the assigned record owner so they'll be notified of any messaging activity e.g. when a reply is received.

      

    • Message Template: Compose your message here. Use the merge field drop-downs to populate the merge fields in the message template.

    • Attachments: Add or drop file attachments.

      

    • Advanced Settings
      • Skip Duplicate Check: By default, duplicate messages are blocked from being sent to the same number. To continue blocking duplicate messages, keep this box unchecked.
      • Skip Reschedule Check: Holds a message from being automatically sent outside a predetermined time frame e.g. outside business hours. To avoid sending messages outside of this time, keep this box unchecked.

      • Drip SMS cancel on prior reply: Check this box to stop any subsequent drip messages from sending if the contact responds.

        If you're sending to a large volume of recipients, you may want to stagger your send - particularly if you're forwarding the replies to a mobile or want to be able to manage replies via the inbox to avoid receiving too many responses at the same time.

      • Campaign: Put the ID of a campaign record you'll use for this drip sequence. This is required if you have multiple drip SMS sequences you want to trigger. You'll see stats about the drip sequence in the campaign record. If you don't specify the campaign ID, all future drip SMS to the contact will be cancelled if they reply (usually you'll want to enrol the contact in another drip sequence if they respond to the first one).

        To get the campaign ID, open the Campaigns module in Zoho CRM and find and open a relevant campaign (or make a new one) - copy the ID from the URL. e.g. https://crm.zoho.com.au/crm/org11111111/tab/Campaigns/12345678910 the campaign ID is 12345678910.

      • Manually input Campaign Id: You can manually paste your campaign ID.

        

13. Click on the Save button.
14. Enter a Name for the Instant Action.
15. Click Save and Associate.
16. To make this workflow a Drip Campaign, you'll need to add a Scheduled Action alongside your Instant Action as a follow up. To do this, click on the Scheduled Actions section.

17. Select the number of Hours, Days or Minutes after the Instant Action you'd like to trigger the Scheduled Action. Click on the Next button.

    

18. From the Scheduled Actions drop-down menu, select Send Smooth SMS.
19. In the pop-up window, configure your Scheduled Actions SMS workflow. To make the experience more personal, remember to change the message content as this will be a follow-up message. Make sure to use the same Campaign Id.
20. Add any additional scheduled actions for any further drip SMS you want to include in the sequence.
21. Your configuration should look like:
    • Instant Action: The initial message that will be sent as soon as the workflow rule triggers
    • Scheduled Action: Message 2 out of 3

    • Additional Scheduled Action: Message 3 out of 3

      If the contact replies to the instant action message, the scheduled action and additional scheduled action messages won't be sent.

22. Click on the Save button in the bottom-left corner to confirm and activate your workflow.