Automate notifications for sales when to call leads

[AshY]

Hi Team, 

Looking for a best practice on how to notify the team on calling leads. We have company SLA for 1st, the 2nd, and 3rd attempted contacts and want to automate these notifications for the team. 

What is the best way to get this done, is it multiple workflows, or is it a sequence that emails internally? 

[karstenkoehler · Accepted solution]

Hi @AshY,

A sequence would definitely be a good option here if you don't want to overload sales reps with reminders and only create the task for the next outreach when the previous one has been completed. Sequences are designed for exactly that.

One consideration however would be that you can't have contacts in multiple sequences at the same time. If you're planning on sending automated sequence emails, they would have to happen within the same sequence that creates the tasks for the contact attempts.

Workflows can be great if you want to have levels of escalation and also notify other users. For example, a first workflow could create the task for the first outreach. Another workflow could check if that task is still open and if it has been for two long, create another task with a higher priority or send an internal email notification to a manager. It would also allow for marking a contact as overdue in a custom SLA property.

Both approaches work and are perfectly valid. Which one makes most sense depends a bit on what exactly you want to create tasks for, how you'd like to remind and if you need any automation beyond what sequences are offering out of the box.

Best regards!