How to automate CRM contact management

With SendPulse, you can create an automation for contacts in the CRM system.

Process customer data using various elements, and inform your customers about changes in the deal stage through different communication channels — email, SMS, web push, Viber, Instagram, Telegram, Facebook, or WhatsApp.

In this article, we'll show you how to add and configure each element and start an automation.

Create an automation

With Automation, you can create your own scenarios or use and customize ready-made templates.

In the CRM section

You can create flows in CRM > Contacts if you click the flow icon.

In the Automation section

Go to the Automation section and click Create flow.

Configure automation settings

Enter your automation name, specify the sender, connect Google analytics, and select the unsubscribe page and unsubscribe form's language.

Set the series start

You can choose a start condition and send a message at a specific stage of working with a customer.

New contact	Triggers a flow to create a new CRM contact when, for example, a customer makes a payment through your website or chatbot link. Learn more: How to create a contact.
Contact’s special date	Triggers a flow using a value from a Date and time variable in the CRM system. You can send birthday wishes or payment deadline reminders. Learn more: How to manage contact attributes.
Tag assignment	Triggers a flow when a tag is assigned to a CRM contact. If a customer misses their payment deadline, they can get the `payment_reminder` tag assigned to them. This allows you to segment contacts based on their payment status. Learn more: How to manage contact attributes.
Variable update	Triggers a flow when a contact field value, such as a location or preferences, changes in the CRM system. Learn more: How to manage contact attributes.

You can also select an event from another SendPulse tool as a trigger and manage your contact data in the CRM system when the event occurs.

Select the pipeline in which you want to track contacts and the deal source.

You can check if you want to stop the series by event and select an event.

As soon as the service tracks an event with the subscriber's email address, the flow will stop for this contact.

You can also count a series stop as a conversion.

Click Apply.

Configure your flow

The left sidebar in the flow builder includes all the elements you can add to customize your scenario.

Map out your flow, then add, arrange, and link its elements. To give you an idea, you can send a promo code for a client's special date or once their deal status changes to Completed.

Add the Action element

Use the Action element to manage student data in courses.

Add an Action, go to the CRM tab in the right panel, and select an action from the list. To give you an idea, you can add a CRM contact card when a customer clicks a link in your campaign or makes a purchase.

If you select the Action element, you can use the following contact management options:

Change contact variable

Replaces the selected contact variable.

CRM contact actions:

Create contact	Creates a new contact in the CRM.
Assign tag to contact	Assigns a tag to a contact in the CRM.

You can pass variable values to update CRM fields. To do this, click Set field mapping.

To pass a variable value to an existing CRM deal field, type in the exact field name, including its letter case. If the field name or data type differs, the system will create a new field instead of passing the variable value.

Add flow and contact management elements

You can also add elements that help manage message sending.

Pause	Add a pause to set a time when your customers will not receive messages.
Condition	Set a condition that will track customers’ status updates. Once the condition is met, they will move further along your flow. For example, you can set the Opens condition and send the next email only to customers who opened the previous one.
Filter	Set up a contact filter to branch your flow and send relevant messages to a specific group of customers. You can personalize your flow using a deal or contact data filter. To add a value from a contact field, enter its name exactly as it appears in its contact settings, including the letter case. Let's say your CRM system has a "city" field in your contact card. To use this field value, add the `{{city}}` variable to your message. For example, you can apply a phone number filter and send messages based on your students’ time zones.
Goal	Set your goals. Once they are achieved, you will be able to send specific messages or stop your flow. For example, you can stop your flow for contacts that have made a payment.

Add an element with sending a message

You can send messages through various communication channels.

Email	Send emails with important information to customers, such as new product announcements.
SMS	Inform about course events using text messages sent to customers' phone numbers, such as sale start reminders.
Viber	Send Viber messages to keep in touch with your customers, for example, to keep in touch with your audience.
Push	Communicate with customers using web push notifications, such as reminders about upcoming promotions.
Messenger	Add a chatbot to send messages via Instagram, WhatsApp, Facebook Messenger, or Telegram.

You can also use CRM deal and contact data to personalize messages and include order information.

To add a value from a contact field, enter its name exactly as it appears in its contact settings, including the letter case.

Let's say your CRM system has a "city" field in your contact card. To use this field value, add the {{city}} variable to your message.

Your flow will be sent to your primary contact one time. If you have saved more than one phone number and email address in a contact card, the system will send your flow to your selected primary contacts. By default, the email address and phone number you added first are recognized as your primary contact.

You can also use the {{email}} and {{phone}} variables within the same flow element, for example, to add an email address to your SMS message text.

Save and launch

Once you finish with the settings, click Save and run in the upper right corner.

The user will receive your message as soon as the conditions of the series start are met.

Contact automation examples

Welcome message

Create an automated welcome email for new contacts. This helps create a positive first impression and boosts engagement.

Select the New contact trigger in the CRM section. Add the Email element and create a template with a personalized greeting using your contact’s name variable. Outline their next steps and include links to helpful resources.

Contact variable updates

Automatically create a task for your team member when a contact updates their location, preferred communication channel, or other key details.

Select the Variable update trigger and add the Create task action. In your description, use variables to list updated fields. You can delegate this task to your contact’s assigned team member in the CRM system.

Deal stage updates

You can send a message to a customer to confirm that their order will arrive within a specific timeframe.

Set the Deal stage update trigger, and select its source stage (for example, "New") and target stage (for example, "In Progress"). You can also use custom deal stages.

Next, add the Email, SMS, or Messenger element. If you want to automatically notify the customer of any stage updates, add the Condition element, select Deal stage update, and configure it like the trigger.

Special date message

Send messages with holiday wishes or birthday greetings. You can also arrange promo codes for these occasions beforehand to drive conversions or sales.

Select the Contact’s special date trigger, and add the Email element to send a message along with your promo code.

Then, add the Condition element, select the Clicks condition, and paste the link to your promo code page. In the yes branch of this condition, add the Action element and select Create deal.

Last Updated: 23.04.2025

Rate this article about "How to automate CRM contact management"

User Rating: 5 / 5 (8)

Popular in Our Blog