Cadences

A Cadence is a scheduled plan of outbound touchpoints that a record will receive in a specific list. One of the benefits of implementing cadence is that we remove the homework from an agent and tell them when to reach out to a record when they’re supposed to. 

Touchpoints can either be in the form of an outbound call that’s placed by an agent, an automated SMS message that’s sent on behalf of an agent, or a manual task. A user can configure when these touchpoints are executed via a specific date/time inside of AutoReach CRM or implement time intervals in between these touchpoints to dictate when the next outbound touchpoint should take place. 

Under the Manage > Lists section, select a list and click Cadence which will bring you to the cadence overview page. A built out cadence for a list might look something like this:

Note that there are 3 types of cadence steps: 

• Power, Preview, or Blended (Calls) assigns tasks to an agent for an outbound dial
• Cadence SMS will trigger an automated SMS to a record
• Manual  refers to any actions that an agent will need to complete that aren’t specific to calls or automated SMS messages. Examples include sending a manual SMS, sending a LinkedIn message, etc 

There are certain configurations that are unique to each type of cadence step which will be addressed below

1. To add a new cadence step, click New
2. Select one of the 3 cadence types as discussed above
3. A cadence step can either be set on a time interval or a specific date from a value in AutoReach CRM:
1. To set a time interval, enter in a numerical value in the Delay field followed by a measure of time under Time Frame. Examples: 10 seconds, 2 weeks, 1 month
2. Follow-up Time Field is a dropdown field where you can select a specific field in AutoReach CRM where this date resides 
4. Instructions (Call and Manual type specific)  are notes that you can include to help guide your agent’s discussions. Oftentimes agents can make 50+ calls per day and it’s hard for them to remember when they’ve called that individual previously. Instructions allow you to provide reminders and talking points so that your agents know how to behave.

1. The Contact field will determine which phone field(ie phone, mobile phone, home, etc) that you’re dialing. Oftentimes, a record might have multiple phone fields
2. Weekdays Only will prevent steps from becoming active over the weekends on Saturdays and Sundays
   
   

Call-specific Options

1. Dropoff on Success (Call and Manual type specific): selecting this checkbox will allow agents to mark a cadence step as successful which will remove all future cadence steps when confirmed by an agent via dispositions, the success button, or manual tasks. See the Successful Phone Interactions section for more details
2. Scripts (Call specific) can be used to provide agents guidance when speaking with an individual over the phone. You can select from any pre-built script template that you’ve previously created in the Scripts section

Cadence SMS-specific Options

1. Message (SMS specific)templates are required for all SMS cadence steps so that you can send an automated SMS messageto a record. You can select from any pre-built template that you’ve previously created in the Message Template section
   
   Note:  currently a SMS Cadence step can not be the first step of an overall cadence.
   
   
2. Cancel SMS tasks that don’t have all custom fields present. Results in manual actions to unblock if checked (SMS specific). We don’t want to create a poor experience for your records by having a SMS message missing words hence why we created this option.  Please see the Manual Tasks section on how to carry out this type tasks
3. Cancel forward steps after sms replied (SMS specific). Similarly to Dropoff on Success (above), enabling this setting will prevent all future cadence steps once an individual responds to a SMS template that AutoReach sent. Replies will be shown inside of the Dialpad application
4. I Accept (SMS specific) are for compliance reasons and is a required step before creating a SMS cadence step 

Here’s an example of a cadence that incorporates all cadence types:

Day 1:A call task is immediately assigned once a record gets added to the list 

Day 1: 10 seconds later, an automated SMS message will be sent from my number

Day 3: 2 days later, a manual task is assigned to the agent to send a custom manual SMS message

Day 5: 2 days later, another call task is assigned to an agent to make an outbound dial