Setup multiple autoresponse rules for webforms in Zoho CRM

Hello everyone,

Businesses rely on webforms to capture potential leads, but manual follow-ups to every submitted request can be time-consuming and result in missed opportunities. For this purpose, we've created auto-response rule functionality that you can use to automate the follow-up process, improve efficiency, and prevent opportunities from falling through the cracks.

This new enhancement enables users to automate custom responses for various webforms associated with your modules by activating multiple auto-response rules simultaneously. This makes handling inquiries and form submissions more efficient and improves the overall customer service experience.

What's new?

Previously, you could only have one active auto-response rule per module. Now, you can create and activate multiple auto-response rules per module to send customized responses to various webforms, which adds a more personal touch to your customer communications.

We've also improved the UI, making the rule creation process simpler and more efficient, and making the reordering processes more straightforward.

Let's look at this enhancement in further detail below:

Create and activate multiple auto-response rules

Previously

Only one auto-response rule per module could be active at any given point of time, and only that active rule could be associated with webforms in that module.

For example, let's say we have two forms associated with the Leads module: a lead inquiry form and a customer registration form. To automate a follow-up response to inquiries or new registrations, we could only activate one auto-response rule for the Leads module. This means that this rule will apply to both of the webforms associated with the Leads module. Hence, our response would need to be generic enough to cover both inquiries and registrations.

Now

You can create and activate multiple auto-response rules to send responses to different webforms associated with the same module, meaning multiple individual webforms in a particular module can have their own auto-response rules.

Let's return to our Leads module example. We can now create two different auto-response rules for each webform and activate them simultaneously. Here, the two rules are: Enquiry Rule and Customer Registration Rule. With the enquiry auto-response rule, we can send a thank-you response to customers who submit an enquiry, and using the registration rule, we can send a welcome message to new users who have registered for our event. This approach ensures we communicate the right responses to our customers and improve our customer relationships.

Improved UI for creating and re-ordering auto-response rules

Rule creation UI enhancement

Previously

You first had to select a module and then create and save your auto-response rule's name before you could define the rule's criteria and activate it, as shown below.

Now

In the new rule-creation flow, you can enter a rule name, select the module, specify the criteria, and save it to activate the rule—all in one go. This new enhancement serves to save time and improve the user experience.

Re-ordering conditions UI enhancement

Previously

Re-ordering conditions involved clicking a separate button and then entering numbers to indicate the order in which each rule criterion should be applied, as shown below.

Now

The re-order button is available in the auto-response rule editor. You can select which rule's conditions need re-ordering, click Re-order condition, and drag and drop the conditions to their appropriate positions, as shown below.

Benefits of this new enhancement:

Creating and managing auto-response rules is easier, as the rule list page now lists out webform details along with rule information.
You can customize each response based on the webform's context, as well as add a touch of personalization to your responses to match the tone and style of the associated webform.
With multiple auto-response rules, you have the flexibility to address various inquiries or requests based on the webform type and ensure that you handle them appropriately.

Availability: This enhancement is available in all editions and all DCs.

Thanks and have a good day!

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