Guidance and Training automations provide on-the-spot guidance, tips, and recommendations when viewing records in Salesforce. They eliminate confusion and enhance the user experience by displaying timely instructions, step-by-step guides, key considerations, warnings, company policies, and proactive nudges, guiding users seamlessly for consistent process adoption in Salesforce.

Walkthrough: Call Hot Lead

Let's walk through a step-by-step guide to creating a basic message from scratch. We'll target hot leads that arrive from the website and have "Phone Call" listed as the Preferred Contact Method. The prompt will instruct the lead owner to call the prospect as soon as possible.

Go to the Act On It Lightning app and select the "Message Automation" tab.

Click "New" and select the "Guidance and Training" option.

Give the automation a name (e.g. "Hot Web Lead - Preferred Contact Phone") and description (e.g. "Prompt lead owners to contact the lead via their preferred contact method as soon as possible - Phone Call").

Select "Lead" as the record type to track, and click "Next".

Note - Admins can enable notifications for custom objects too.

Define your criteria:

• Conditions allow you to precisely define when your message should appear. Click here to learn more.
• Click "Manage Conditions".
• Add conditions to only display the message when viewing leads where:
  • Lead Source is set to "Web".
  • Preferred Contact Method is set to "Phone".
  • Created Date is greater than 30 minutes ago (created within the last half hour).

• Click "Confirm" and "Next".

Choose who to notify. By default messages will be visible to any user viewing the record. Alternatively you can target any combination of users, queues, roles, groups or related users:

• Deselect "Any User".
• Select "Add Or Remove".
• Select the "Related Users" tab.
• Choose "Owner" to notify the Lead's owner.
• Optionally choose 'Include Queue Owners' to notify queue members if the Lead is assigned to a queue.
• Click "Confirm" to add to the list, "Confirm" to submit the changes, and "Next" to continue.

Configure the message that will be appear:

• Search for an existing Message Type or create a new one. Existing types can be reused across automations. Click here for details on creating a new Message Type.
• Expand "Customize your message" to edit the message for this specific automation.
• Optionally add merge fields to personalize with record data. E.g. add the Lead's name to the alert message.
• Preview how the message will look by selecting "Preview Changes".
• Enable the "Display Message Detail On Delivery" setting to automatically reveal an expanded view of the message when it appears.
• Click "Next" to proceed.

Review the summary:

• Confirm the message, recipients and display criteria are correct.
• Return to a previous step to make any changes.
• Click "Yes, Save Message Automation".

Your automation is now active. Lead owners will be presented with your message when viewing a hot lead that has recently arrived via the website. 

For details on finding and fine tuning your automation, click here.