Automating customer communication ensures timely updates, reduces manual follow-up work, and improves the customer experience by keeping them informed about their requests. No more forgetting to update customers or spending time writing individual responses.
This action is available for both Triggered and Scheduled workflows.
How it works
Message collection
The action takes messages prepared by other actions (like L1 Engineer responses or Build Message content) and gets them ready to send.Translation (optional)
If you’ve enabled a different language, the messages are translated automatically.Delivery method
Based on your settings, the action either:- Adds a Ticket Note: Creates a customer-facing note that your PSA emails out
- Creates a Time Entry: Makes a time entry with the message that gets emailed
Delay (optional)
If you want messages to feel more human, it can wait a random amount of time before sending.PSA integration
The action works with your PSA’s built-in email system to ensure customers receive the messages.Setup
Message source: Takes messages from previous actions like L1 Engineer, Build Message, or Acknowledge Issue. Delivery method: Choose to add a ticket note (recommended) or create a time entry with the message. Add delays (optional): Make messages feel more human by adding a random wait time between 10-20 minutes. Translation (optional): Automatically convert messages to French, Dutch, German, or Spanish. Skip closed tickets: Don’t send messages for tickets that are already resolved (recommended).What you get
After running, you’ll see confirmation of which messages were sent and the delivery status for each customer contact attempt.Use cases
Automatic first response
When: New ticket is created Setup:- L1 Engineer analyzes the ticket and creates a response
- Notify Ticket’s Contact sends the response to the customer
Follow-up reminders
When: Tickets are waiting for customer response for several days Setup:- Chase Customer action creates a polite follow-up message
- Notify Ticket’s Contact sends the reminder
Resolution confirmation
When: Technician completes work on a ticket Setup:- Build Message creates a “work completed” message
- Notify Ticket’s Contact asks customer to confirm resolution
Multilingual support
When: Serving customers who speak different languages Setup:- Build Message creates response in English
- Notify Ticket’s Contact translates to customer’s language
Best practices
Use clear messages
Make sure the messages from previous actions are clear and customer-friendly. Use Build Message to craft professional responses.Choose the right delivery method
- Use Ticket Notes for most customer communications
- Use Time Entries when you need to track billable communication time
Set up random delays
Enable random delays to make automated messages feel more personal and less robotic.Test language translation
If using translation features, test with sample messages to ensure they’re accurate and appropriate.Configure PSA integration properly
- For ConnectWise: Ensure email notifications are enabled for customer notes
- For Autotask: Set up the UDF workflow if using that option
Skip closed tickets
Keep this setting enabled to avoid sending unnecessary updates for resolved issues.Monitor delivery
Check the Event History regularly to ensure messages are being delivered successfully.Combine with other actions
This action works best when combined with actions that create customer-appropriate messages:- L1 Engineer for acknowledgments and questions
- Build Message for custom responses
- Chase Customer for follow-ups
PSA-specific notes
ConnectWise
- Uses automatic email flags to trigger customer notifications
- Works with your existing ConnectWise email templates
- Integrates with ConnectWise’s built-in notification system
Autotask
- Can use UDF workflows for advanced email control
- Supports Autotask’s time entry notification system
- Works with Autotask’s contact management features