When to use Tags:

• Tags are to be used to identify active workflows or relevant information about the current customer journey that might allow for further segmentation and routing down IF/THEN statements within certain workflows depending on their tags.
• Example: A customer call was booked manually, add tag “MANUAL” that way we don’t send redundant automated messaging because if the call was booked manually, any introductory messages can probably be missed based on an existing relationship with a company rep.

When to use Custom Fields:

• Custom Fields should be created to keep a log of information that would be beneficial and categorical to have access to later OR to trigger specific functions of the CRM.
• Example 1: A custom field for call statuses that is a dropdown with “No Show” “Showed with Sale” “Showed without Sale” which would then trigger an appointment update as well as a nurture sequence that tries to bring them back to a call and if it’s a “showed without sale” it would add them to a down-sale campaign for a cheaper product.
• Example 2: The customer supplied information about their needs or their particular circumstance like their “Industry” or their particular pain point.

When to use Custom Values:

• Updated when a more foundational element of the company changes.
• Example: Updated core-offer, or generic instructions for Ai specific actions.

File Structure for Automations

• NOTE: Each folder will have an “ADMIN” folder for the specific functions of that parent folder.