Action Plan Settings
Which number automated calls come from, who plan emails appear to be from, and what happens the moment a contact replies.
On this page
1Account-wide rules for automation
An action plan decides what gets sent and when. Settings → ActionPlans decides how it gets sent for the whole account — which number calls come from, who emails appear to be from, what happens when someone replies. Each group of settings has its own Save button; press the right one.
2Action call options
These govern automated calls placed by plan steps. Three ways of choosing who rings:
| Option | Behaviour |
|---|---|
| Default | Calls the number set as Phone on Account Info. A tick box under it routes the call to the assigned user’s number instead, as long as that user has a phone on their profile. |
| Ordered | Rings a set list of users one after another. |
| Simultaneous | Rings a group of users at the same time; first to answer takes it. |
Alongside: ring time before rolling (0–100 seconds), whether the caller ID shows the incoming client number, and whether to play a client status message to whoever answers, so they know who they’re about to speak to.
3Emails from plans
- Whether the system sends plan and scheduled emails, or they’re sent from the assigned user — which changes what the contact sees in the From line.
- Whether the account owner is BCC’d, and on what.
- Whether all users or only the assigned user receive system emails.
- Whether parser new-lead emails go to every user.
- Whether the account owner gets today’s schedule each morning.
4Text and return settings
- Divert returned texts to the assigned user’s phone when possible, so replies reach the person working the contact rather than a shared inbox.
- End the Connection Plan on a return text — when the contact replies, stop the automated chase. Usually the right setting: a human has the conversation now.
- Send ‘Delayed’ Action Plan Texts during Business Hours Only — the switch that makes Operation Settings apply to plan texts.
- Send Account Owner Text msgs during Operation Hours only.
- Send the ‘New Lead’ text to the account owner.
The two settings worth checking today
“End Connection Plan on Return Text” and “Divert Returned Texts to Assigned User” between them decide whether a customer who replies gets a human or another automated message. Nothing else on this tab affects the customer’s experience as much.
5Troubleshooting
Automated calls come from the wrong number
Default uses the account phone. Tick the assigned-user option, and make sure users have phone numbers on their profiles.
A contact who replied kept getting plan texts
End Connection Plan on Return Text is off.