What are Sequences?
Sequences are a powerful feature in Aloware that resemble Email Drip campaigns and are designed to initiate and nurture business and customer relationships. Aloware Sequences consist of independent tasks that are executed automatically after specific time intervals, either relative to each other or relative to the beginning of the campaign.
Aloware Sequence is a feature that helps to initiate and nurture your business and customer relationships because it:
Sends timely communication to the right targets, automatically
Enrolls leads automatically with the right tagging
Creates triggers and actions for a smooth business flow
It supports two (2) actions:
Creating workflow (Steps)
Triggers and Intake
Prerequisite
Only admins can create sequences in Aloware Admin.
Aloware Sequences Page
The Aloware Sequences Page serves as a central hub for creating and managing your sequences. It offers an intuitive interface that allows you to set up and configure your sequences effectively.
Here are the key components and information displayed on the Sequences Page:
Sequence - This section provides an overview of all the sequences you have created. It lists the sequences by their names, displaying the sequence name, sequence ID, and date stamp. This allows you to easily identify and select the sequence you want to work with.
Steps - The Steps column indicates the number of steps created for each respective sequence, giving you a quick reference of the complexity and flow of your sequences.
Process On - In this column, you can choose whether the sequence should be processed every day or limited to business days only. This flexibility allows you to tailor the sequence's timing to align with your business requirements.
Line Used - The Line Used column displays the assigned line for each sequence, making it easy to identify which communication channel is being utilized.
Contacts - The Contacts column shows the total number of contacts currently enrolled in each sequence. It provides a snapshot of the audience size and reach of your sequences.
Remaining Tasks - This column displays the total number of remaining tasks within a sequence. It helps you keep track of the progress and completion status of your sequence tasks.
Status - The Status column indicates the current activity status of the sequence. It shows whether the sequence is active and running or marked as invalid, providing valuable insights into the sequence's operational status.
Three-dot menu - This menu provides additional options for managing your sequences, including:
Settings - Access the settings specific to the selected sequence, allowing you to modify configurations and preferences.
Steps - View and edit the individual steps within the selected sequence, enabling you to customize and refine the workflow.
Triggers - Configure triggers that initiate specific actions within the sequence based on predefined conditions.
Contacts - Manage and view the contacts enrolled in the sequence, making it easy to track and update your audience.
History - Access the history log for the sequence, providing a record of past activities and interactions.
Create Copy - Create a duplicate copy of the selected sequence, helping you quickly replicate successful workflows or make variations.
Delete - Remove the selected sequence permanently from your Aloware account if no longer needed.
By leveraging the features and information available on the Sequences Page, you can effectively manage and optimize your sequences, enhancing your communication strategies and nurturing customer relationships.
How to Set Up a Sequence
Step 1: Creating a New Sequence
In the Sequences+ Tab, click the +New Sequence button.
Set the configurations in the New Sequence page wizard:
Name - Specify a sequence name that is easily understood by you and your team.
Process On - Sequence can send every day or be limited to business days (Mon-Fri, excluding holidays).
Run on National Holidays - See Holidays Respected by Sequences
Day Schedule - Sequence observes the contact's time zone and can take “open” and “close” hours (set time range). Messages will be sent the next day if the business is closed.
Throttle - Set the number of leads to process per minute.
Outbound Line - Assign line.
The sequence can stop itself if a lead takes a certain action, usually responding to a message, or making a call (Disenroll on response checkbox)
All of our workflows automatically process “Do Not Call” requests and “STOP” requests and comply with DNC regulations.
Click the Save and Continue button once you're done.
Step 2: Adding Steps Flow
Aloware Sequence Steps indicate a flow of automated tasks that run in a time-based manner.
When you have created a New Sequence, click the +Add Steps button in the Steps tab.
List of Sequence Step Types
You can add different sequence types:
Automated Dialing
Progressive Dialer - Calls the contact, confirms they pick up, then calls agents in a ring group. It commonly uses the prompt message instructing the contact, i.e., Press 1 to connect, press 2 to end the call, and press 9 to stop receiving the call.
Preview Dialer - Calls a ring group on the line, then connects an agent to the enrolled contact. Aloware repeats the preview dialer message for agents until they press any key before connecting them to the contact.
You can send a message to the contact in this format, "Hey [AgentName], we are about to call [FirstName] [LastName] from [State]."
Automated SMS Messaging
Send SMS Message - Send an automatic text message to the enrolled contact.
Send Picture/ MMS Message - Sends an automatic picture MMS message to the enrolled contact.
Send SMS to Ring Group - Sends an SMS text message to a ring group with the enrolled contact's information.
Automated Contacts
Add Tag to Contact - Adds a tag to the enrolled contact.
Remove Tag from Contact - Removes a tag from the enrolled contact.
Change Contact Disposition Status - Changes the disposition status of the enrolled contact.
Mark Contact as DNC - Marks the enrolled contact as DNC (Do Not Contact).
Change Contact's Owner - Changes the enrolled contact's owner.
Send Webhook - Sends a webhook with the enrolled contact's information as payload.
Automated Email
Aloware supports Mailgun and SendGrid integrations to allow your sequence to send emails in two (2) ways:
Send Email to Contact - Sends an email to the enrolled contact.
Send Email to Ring Group - Sends an email to a ring group with the enrolled contact's information.
Automated Line and Voicemail
Send Ringless Voicemail - Sends a ringless voicemail to the enrolled contact within the US and CA (only for verified accounts)
Add to Power Dialer - Adds the contact to a user's Power Dialer
Round-robin Change Contact Owner - Changes the enrolled contact's owner in a round-robin way
Add Line to Contact - Adds an initial line to the enrolled contact
Change Lead Source - Updates contact's lead source
Step 3: Setting Intake & Triggers
The Intake and Triggers section determines which contacts will enroll in or disenroll from the Sequence.
Lead Intake By Email
Aloware automatically enrolls any contacts sent to this special email address.
In the Intake & Triggers tab, click the "Install Email Service" button
A unique email address is set to send a new email to contacts
When Aloware receives emails containing formatted lead data from this email address, it'll use the best guess algorithm to convert the data into a new Aloware Contact.
Triggers
Triggers work alongside the sequence flow. These are applied when contacts enrolled in the sequence trigger a very specific behavior or action, which ensures that contacts that still qualify will continue moving through the flow.
Navigate to the Intake & Triggers tab.
Click on the Add Trigger button.
Select the appropriate Trigger Types:
Add Contact Disposition Trigger - When a contact's status changes (e.g. connected, bad timing), you can select to either enroll or disenroll them from this sequence.
Add Call Disposition Trigger - When a call receives a status (e.g. connected, busy), you can choose to either enroll or disenroll the contact from this sequence.
Add Contact Trigger - New contacts will automatically join this sequence upon their creation.
Add Call Trigger - If you make an outbound call and its duration (talk time, wait time, overall duration) is equal to or greater than X seconds, the contact will be removed from this sequence.
Add Contact DNC Trigger - When a contact is added to or removed from the Do Not Contact (DNC) list, they will be included in this sequence.
Add Appointment Trigger - Whenever an appointment is scheduled, displayed, or canceled, the contact will be added to this sequence.
Add Contact Tagged Trigger - This trigger activates when specific labels are added to a contact.
Add Contact Tag Removed Trigger - This trigger activates when tags are removed from a contact.
Once set, click Save Triggers button.
Step 4: Enroll Contacts
To complete the Sequence setup, you need to add or enroll contacts in the sequence.
Click the "Enroll Contacts" button to add contacts.
Select from the existing lines or from the existing tags under Contact Group, or enroll a new single contact.
