> For the complete documentation index, see [llms.txt](https://biglead.gitbook.io/biglead-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://biglead.gitbook.io/biglead-docs/en/marketing/1.-multi-channel-flow.md).
# 1. Multi - channel flow
## 1. What Is Omnichannel Automation?
**Omnichannel Automation** is a feature that enables businesses to build automated customer engagement workflows across multiple communication channels, including:
* Facebook Messenger
* Zalo Official Account (Zalo OA)
* Email
* Webforms
* SMS (if integrated)
* Other chat platforms connected to Biglead
This feature helps businesses automatically send messages, engage with customers, categorize customer data, and execute marketing actions without requiring manual intervention from staff.
### 2. Accessing the Omnichannel Automation Feature
From the left-hand navigation menu, go to:
**Marketing → Omnichannel Automation**
The screen will display:
* A list of existing automation workflows
* Activation status
* Created by
* Creation date
* Last updated date
#### To create a new workflow:
Click **+ Create Automation**.
### 3. Creating a New Workflow
#### Step 1: Create a Workflow
Click **+ Create Automation.**
Enter a name for the workflow.
Examples:
* New Customer Onboarding
* VIP Customer Workflow
* Repurchase Reminder Workflow
* Post-Purchase Follow-up Workflow
### 4. Configuring the Starting Step
After creating a workflow, the system will display the **Starting Step** node.
This is where you define the trigger that starts the workflow.
#### Select a Trigger
Common trigger types include:
* Broadcast Message
* Auto-Reply to Comments and Send Private Messages
* Auto-Reply to Incoming Messages
* Order Status Changed
* Order Information Updated
* Customer Information Updated
* Quick Message
* Follow Zalo Official Account (Zalo OA)
**Example:**
When a customer sends a message to your Facebook Page, the system automatically triggers the customer engagement workflow.
### 5. Select the Recipient
Under the **Message Recipient** section, you can choose one of the following recipients:
* Customer
* Store Owner
**Example:**
When a customer leaves their phone number, the system automatically sends a follow-up message to that customer.
### 6. Configuring Trigger Conditions
Biglead allows you to define filtering conditions before a workflow is executed.
#### Examples of Trigger Conditions
**Filter by Tag**
* VIP Customer
* Potential Customer
* Existing Customer
**Filter by Customer Status**
* New
* In Consultation
* Awaiting Response
* Purchased
These conditions ensure that the workflow is triggered only for customers who meet the specified criteria.
#### Condition Logic
**AND**
The customer must meet **all** specified conditions.
**Example:**
* Has the **"VIP Customer"** tag\
**AND**
* Customer status is **"New"**
**OR**
The customer only needs to meet **one** of the specified conditions.
**Example:**
* Has the **"VIP Customer"** tag\
**OR**
* Is an **Existing Customer**
You can also:
* **Add a condition**
* **Add a condition group**
* **Clear all conditions**
### 7. Adding the Next Step
After configuring the **Trigger**, click **Select Next Step**.
The system will then allow you to add automated actions to the workflow
### 8. Common Actions in Omnichannel Automation
#### Facebook Message
Automatically send Facebook Messenger messages.
**Example:**
> Hello, **{{full\_name}}**.\
> Thank you for your interest in our products.
You can use dynamic variables such as:
* **##full\_name##**
* **##page\_name##**
* Customer Information
* Webform Data
#### Zalo Message
Automatically send messages through **Zalo Official Account (Zalo OA)**.
Common use cases include:
* Customer follow-up
* Appointment reminders
* Order notifications
* Promotional offers
#### Email
Automatically send emails.
Examples:
* Welcome emails
* Customer follow-up emails
* Registration confirmation emails
* Product introduction emails
You can configure:
* Subject
* Email content
* Attachments
#### Webform
Display a web form for customers to submit their information.
Example fields:
* Full Name
* Phone Number
* Email Address
* Customer Requirements
After submission, the data is automatically saved to the CRM.
#### Delay
Pause the workflow before executing the next action.
Examples:
* Wait **5 minutes**
* Wait **1 hour**
* Wait **1 day**
* Wait **3 days**
**Use case:**
A customer registers → Wait **1 day** → Send a follow-up email.
#### Add Customer Tag
Automatically assign tags to customers.
Examples:
* VIP Customer
* Interested in Product A
* Quotation Sent
This helps categorize customer data more accurately.
#### Update Customer Status
Automatically update the customer's status.
Examples:
* New
* In Consultation
* Awaiting Response
* Purchased
#### Assign Customer to a Sales Representative
Automatically assign customers to sales representatives.
**Example:**
Customers generated from **Facebook Ads** are automatically distributed evenly among the sales team.
### 9. Configuring Message Buttons
When sending a **Facebook Message** or **Zalo Message**, you can add interactive buttons to increase customer engagement.
#### Postback
When a customer clicks the button:
* The next step in the workflow is triggered.
* The customer remains within the chat without being redirected to another page.
**Example:**
**Button:** **Get Consultation**
When the customer clicks the button, the system automatically continues to the consultation workflow.
#### Web URL
When the customer clicks the button, they are redirected to:
* A website
* A landing page
* A product page
**Example:**
**Button:** **Learn More**
→ Opens the company's website.
#### Phone Number
Allows customers to call directly by clicking the button.
**Example:**
**Button:** **Call Hotline**
#### Open Webform
Opens a web form for collecting customer information.
**Example:**
**Button:** **Register for a Consultation**
When the customer clicks the button, a registration form is displayed.
### 10. Configuring Success and Failure Actions
For each message-sending step, you can configure different actions based on the delivery result.
#### Default Action
Executed when the customer does not interact with the message.
#### On Failure
Actions performed if the message fails to send.
Examples:
* Switch to Email
* Switch to SMS
* Apply a **Message Delivery Failed** tag
#### On Success
Actions performed after the message is sent successfully.
Examples:
* Add a customer tag
* Update the customer status
* Proceed to the next step in the workflow
### 11. Saving and Activating the Workflow
After completing the workflow configuration:
#### Step 1
Click **Save**.
#### Step 2
Return to the **Workflow List**.
#### Step 3
Turn on the **Activate** toggle.
Once the workflow is activated, the system will automatically execute it according to the configured trigger conditions and workflow settings.
### 12. Practical Example
#### New Customer Onboarding Workflow
**Trigger:**
Customer follows your **Zalo Official Account (Zalo OA)**.
↓
**Step 1:**
Send a **Welcome Message**.
↓
**Step 2:**
Wait **1 day**.
↓
**Step 3:**
Send **Product Information**.
↓
**Step 4:**
Apply the **"Interested Customer"** tag.
↓
**Step 5:**
Assign the customer to the responsible **Sales Representative**.
### Best Practices
* Carefully review the **Trigger** conditions before activating a workflow.
* Avoid creating unnecessary automation loops.
* Regularly monitor message delivery success rates.
* Combine **Tags** and **Customer Statuses** to categorize customers more accurately.
* Test the workflow with a small group of customers before deploying it on a larger scale.
### Conclusion
The **Omnichannel Automation** feature in **Biglead CRM** enables businesses to automate the entire customer engagement process across multiple communication channels. When configured properly, it can significantly reduce manual work, improve customer response times, and increase sales conversion rates.