> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/products/crm-automation.md). # CRM Automation Smartico CRM Automation is the central orchestration suite for designing, executing, and optimizing player lifecycle marketing, engagement, and operational workflows. The suite enables operators to engage players in real time based on live on-site events or on recurring schedules using advanced player segmentation, multi-channel communications, gamification mechanics, and bonus rewards. The CRM Automation engine is built around two primary execution systems: * **Campaigns (Journey Builder)**: Visual multi-step flowcharts designed for complex player lifecycle journeys, branching logic, delays, A/B testing, and direct player communications across multiple channels. * **Automation Rules**: High-performance, single-action trigger rules optimized for instant if-then responses, cumulative thresholds, profile marker management, and internal operational actions. ## Campaigns (Journey Builder) Campaigns allow operators to visually map out player journeys using modular drag-and-drop activities in the Smartico Flow Builder. Campaigns support both event-triggered and schedule-based execution: * **Real-time (Journey) Campaigns**: Triggered immediately when a player performs a specific action (such as logging in, making a deposit, or placing a bet). * **Scheduled Campaigns**: Executed at specific dates and times or on recurring schedules (such as daily, weekly, or monthly) targeting predefined player segments. ### Campaign Capabilities & Flow Activities Campaign flows are constructed using five core activity categories: * **Communication**: Direct customer messaging across Email, SMS, On-site Pop-ups, Inbox messages, Push notifications, WhatsApp, Viber, RCS, Telegram, and Custom In-Game Messages. * **Loyalty & Gamification**: Rewarding players with Bonuses, Dynamic Bonuses, Points, Gems & Diamonds, Missions, Mini-Games (Spin the Wheel, Scratch Cards), Raffles, and Prize Drops. * **Flow Control**: Managing player progression through Delays, Wait for Event conditions, Traffic Splits, Multiple Checks, Limits, Save State, and Best Channel routing. * **User Profile**: Updating player tags, setting or removing markers, and modifying player attributes. * **Actions**: Triggering external WebHooks or routing tasks to Call Centers. Campaigns also feature integrated **A/B Testing**, **Control Groups** to measure campaign uplift against unexposed player baselines, and conversion tracking across 24-hour, 7-day, and 30-day windows. ## Automation Rules Automation Rules provide a lightweight, high-speed execution engine for simple if-then logic and threshold-based actions without requiring a visual journey flow. Like campaigns, Automation Rules support both execution modes: * **Real-time Automation Rules**: Evaluate incoming events instantly and execute configured actions in milliseconds. * **Scheduled Automation Rules**: Run on a defined schedule to evaluate and execute actions for segmented players in batch. ### Key Automation Rule Features * **Accumulation Rules**: Track cumulative player activity over a defined retention window (such as rewarding 1 point for every 100 EUR wagered or total bets placed) before triggering an action. * **Qualification Criteria**: Set pre-qualification events and conditions that a player must satisfy prior to triggering the rule. * **Operational Actions**: Automatically mark or unmark users, update player properties, award bonuses or gamification items, dispatch WebHooks, or send notifications to internal support and risk teams via Slack or Email. ## Choosing Between Campaigns and Automation Rules Understanding when to use Campaigns versus Automation Rules ensures optimal platform performance and user experience: * **Use Automation Rules when**: You need simple if-then actions, accumulation logic (e.g., tracking cumulative wagering or deposit thresholds), profile marker updates, or instant single-reward delivery. * **Use Campaigns when**: You need multi-step journeys, branching paths, delays, direct customer communications (Email, SMS, Pop-ups, Push), A/B testing, or conversion tracking. ### Operational Boundaries * **Communication Channels**: Automation Rules cannot send player-facing communications (Email, SMS, Pop-ups, Push) directly; customer communications must be orchestrated through Campaigns. * **Scheduled Pop-ups & Inbox**: Scheduled campaigns cannot initiate with interactive on-site activities (such as Pop-ups and Inbox messages) as the very first step, as players may be offline during batch runs. ## Related Guides & Detailed Documentation Explore dedicated documentation for detailed configuration instructions: * [**Campaigns vs Automation Rules**](/welcome/products/crm-automation/campaigns-vs-automation-rules.md) — Detailed architectural comparison and best practices for selecting the right automation tool. * [**Automation Rules**](/welcome/products/crm-automation/automation-rules.md) — Comprehensive guide to setting up Real-time and Scheduled Automation Rules. * [**Activities of Flows**](/welcome/products/crm-automation/activities-of-flows.md) — Full catalog of journey flow activities, node settings, and execution behaviors. * [**Communication Channels**](/welcome/products/crm-automation/communication-channels.md) — Setup and delivery configuration for Email, SMS, Push, Pop-ups, and Instant Messengers. * [**Content Variations**](/welcome/products/crm-automation/communication-channels/content-variations.md) — Multi-variant and multi-language message templating. * [**A/B Testing**](/welcome/products/crm-automation/a-b-testing.md) — Designing experiments and analyzing variant performance in campaign flows. ## Frequently Asked Questions ### Can I send emails, SMS, or pop-up messages directly from an Automation Rule? No. Automation Rules cannot send customer-facing communications directly. Direct player communications must be delivered using Campaigns (Journey Builder). You can, however, use an Automation Rule to start a Campaign or dispatch an external WebHook. ### What is the main difference between Real-time and Scheduled execution? Real-time execution triggers instantly when a player performs a qualifying event (such as a deposit, login, or game bet). Scheduled execution runs at predetermined dates, times, or recurring intervals (such as daily, weekly, or monthly) against a targeted player segment. ### Why can't a Scheduled Campaign start with an on-site Pop-up or Inbox message? Scheduled Campaigns target offline player segments at scheduled times. Because players are not guaranteed to be logged in during the batch execution, interactive on-site pop-ups and real-time inbox alerts cannot be delivered as the first step. To display pop-ups, trigger a Real-time Campaign upon player login or page navigation, or place a Wait for Event activity after scheduled entry. ### Can Real-time Campaigns and Automation Rules be triggered by website page visits? Yes. Both Real-time Campaigns and Automation Rules can listen to the page navigation event (`core:page navigation`), allowing operators to filter by specific URL paths or page names to trigger contextual pop-ups or update player profile markers. ### How do Accumulation rules differ between Automation Rules and Campaigns? Real-time Automation Rules natively support accumulation mode, allowing operators to track cumulative player progress (such as total wagering, deposit sums, or bet counts over a defined retention window) and award rewards once the target threshold is met. Campaigns evaluate criteria for a single event or static segment and do not accumulate across events into a single reward threshold. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.smartico.ai/welcome/products/crm-automation.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. 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