Use automations and chatbots together to collect missing data, re-engage contacts, and keep CRM records up to date.
⚠️ Important: Chatbots must have CRM integration enabled to update records when triggered by automations.
Understand the Combined Workflow
When used together, automations and chatbots form a closed data loop.
An automation identifies records that meet specific criteria.
The automation sends an email or notification containing a chatbot link.
The recipient interacts with the chatbot.
Data entered into the chatbot updates the linked CRM record.
📌 Note: The chatbot already knows which CRM record to update when launched from an automation.
Use Chatbots to Collect Missing Data
Automations commonly identify records with incomplete information.
Create an automation that searches for missing or outdated fields.
Add an email step that includes a chatbot link.
Configure the chatbot to collect the missing information.
📌 Note: This approach reduces manual follow-up and improves data accuracy.
Re-Engage Inactive Contacts
Automations can target inactive records and prompt engagement.
Define inactivity criteria in the automation search.
Send an outreach email with a chatbot link.
Allow recipients to update details or submit new information.
📌 Note: Clicking the chatbot link removes the record from future reminder steps.
Use Chatbots for Data Integrity Campaigns
Data integrity automations focus on keeping CRM records accurate.
Identify recently active records missing required data.
Notify record owners or external contacts.
Use chatbots to capture and sync updates automatically.
📌 Note: This helps prioritise records that are most likely to convert.
Configure Automation Email Steps Correctly
Select the email sender and recipient.
Choose an email template that includes merge tags.
Insert the chatbot link into the email content.
Save the step.
⚠️ Important: Invalid merge tags or empty CRM fields can cause email failures.
Manage Follow-Up Logic
Automations can include multiple steps.
Add Wait steps between emails.
Remove records from the automation once the chatbot is opened.
Prevent repeated outreach after engagement.
📌 Note: Opening the chatbot link is treated as engagement, even if the conversation is not completed.
Track Activity and Results
Open the automation and review Activity.
Check which records entered, completed, or failed.
Review CRM activity logs for chatbot-driven updates.
📌 Note: All email actions are logged against the CRM record.
Common Issues When Combining Automations and Chatbots
Emails Fail to Send
Check merge tags in the email template.
Confirm required CRM fields are populated.
Review automation error logs.
Data Does Not Update
Confirm chatbot CRM integration is enabled.
Ensure user type is set correctly in the chatbot.
Verify field mappings.
Records Receive Multiple Emails
Confirm removal logic is configured.
Check wait steps and exit conditions.
💡 Best Practices
Use chatbots to collect data, not deliver long content.
Keep chatbot flows short and focused.
Test automation emails with real data.
Avoid using merge tags linked to optional fields.
Monitor early automation runs closely.
🤔 FAQs
Q1: What happens if someone clicks the chatbot link but does not complete it?
Answer: The record is removed from future automation steps once the link is opened.
Q2: Can one chatbot be used in multiple automations?
Answer: Yes, the same chatbot can be reused across different automations.
Q3: Does chatbot data overwrite existing CRM data?
Answer: Yes, captured data updates the linked CRM fields automatically.