Action reference: what an automation can do

Seven actions are available on the canvas, plus the Wait step.

Send Email

The workhorse. You compose the email in the builder, and you can reference data from the trigger and any earlier step — the customer’s name, the review text, the rating.

→ Personalising automated messages

Use for surveys with context, follow-ups, recovery offers, and internal digests.

Send SMS

Same idea, much shorter, much more intrusive. Reserve it for genuinely time-sensitive moments — a same-day service problem, a recovery offer with a deadline.

Keep it rare. SMS gets read almost immediately, which is exactly why overusing it costs goodwill faster than email does.

Send Survey

Delivers one of your surveys to the customer the workflow is about.

Pair with a Wait step to control timing. The most common cause of low response rates is a survey arriving at the wrong moment, not a badly worded survey.

→ Send your first survey

Draft Review Reply

Generates an AI reply to the review that triggered the workflow, in your configured tone, referencing what the review actually said.

Because it drafts, a human still approves before anything is published. That makes it safe to put on negative reviews — you get the speed of automation with a person in the loop.

→ Setting the tone your agent writes in

Notify Team

Alerts your team. No customer-facing effect, and the most under-used action in the builder.

Routing a complaint about the kitchen straight to the kitchen manager beats it surfacing in a monthly summary. For multi-location businesses, combine with a condition on location so alerts reach the right person rather than everyone.

Escalate to Team Inbox

Pushes the triggering feedback into your team inbox as something a person owns.

This is your safety valve. Any category that should never be handled automatically — illness, injury, legal threats, safeguarding, staff conduct — should route here instead of to a Send action.

→ Approval and safety rails

Update Salesforce Record

Writes back to Salesforce, so feedback lands on the record your team already works from.

Typical use: stamping a satisfaction score or sentiment onto the contact or account after a survey response, so an account manager sees it without opening another tool.

Requires a connected Salesforce account. → Connect Salesforce

Wait

Pauses the workflow before the next step. Duration is a number plus a unit: seconds, minutes, hours, or days.

Wait steps are what turn a workflow from a reflex into a sequence:

• Wait 3 days after a purchase, then ask for feedback
• Wait 14 days after a resolution closes, then check whether the fix held
• Wait 1 hour after a negative review, then escalate if nobody has responded

The most valuable Wait steps are the boring ones — they’re the difference between a follow-up that feels attentive and one that feels automated.

Chaining actions

Steps run in order, and each can use data from everything before it:

Trigger:  Review created
  ↓  Condition: rating ≤ 3  →  true
  ↓  Notify Team
  ↓  Draft Review Reply
  ↓  Escalate to Team Inbox
  ↓  Wait 14 days
  ↓  Send Survey

Each action consumes an action from your monthly allowance, so a six-step workflow firing on every review adds up fast. → Understanding actions and limits