How do list automations work in RiTA?

List automations are designed to engage regularly with your contacts via SMS or email to help you nurture relationships and maintain market presence. Unlike lead automations, list automations run on a set schedule and allow you to review the contact list before any messages are sent.

These messages must first be set up as SMS or email action templates, which you can then link to your list automation. You can have multiple action templates within one list automation. Learn more about action templates

It is recommended that you complete the RiTA Automations course to get a better understanding of how Automations work in RiTA.

This guide walks you through the following topics:

Creating a new list automation from a template
Customising list automation settings

Note: You need administrator access to complete the steps outlined in this article.

Creating a new list automation from a template

You can create a new list automation by duplicating and editing an existing automation or by customising one of RiTA's standard automation templates.

Go to Automations to view all the automations in your account.

Image 1: Accessing 'Automations' in RiTA.
Select an existing list automation to work with or scroll down to choose one of the standard templates. Once you've found the template you need, click Customise to edit the automation settings.

Image 2: Selecting an automation to customise.

Customising list automation settings

The Automation Settings page is where you:

apply contact filters
set communication channels
schedule list reviews and send times
create follow ups
customise CRM integration settings

Before you customise any settings, ensure that the Master Switch is set to OFF. Switch it to ON only after you have finished setting up your automation. For updated settings to take effect, you must click Save at the bottom the page.

Image 3: Leaving the 'Master Switch' toggle off.

Applying contact filters

Use Contact Filters to target specific segments of contacts. For example, property owners within a specific suburb. Learn more about contact filters

Image 4: Applying 'Contact Filters'.

Setting communication channels

This section lets you configure how and how often RiTA sends messages:

Conversation Frequency: This sets the minimum wait time before RiTA sends the next message in a sequence to the same contact. For example, if you have three templates in your automation and set this to "1 month" a contact will receive the first message today and the second message no sooner than 1 month later.
Image 5: Conversation frequency settings.

Note

Your frequency should align with your Last Engagement Date filters to ensure you are not messaging contacts too frequently. If you need help aligning your filters with your sequence, please reach out to our support team for a configuration review.
Channel: Choose whether you want to communicate with your contacts through SMS Conversation or Single Email.

SMS Conversation Settings

Follow these steps to set up your SMS list automation:

Select the RiTA number you will be using to send messages. You must have SMS enabled before you can send messages. If you have not purchased a RiTA mobile number, you will not be able to save the automation conversation. Learn more about enabling the SMS function in RiTA
Decide whose name will appear in the message sign offs, whether it is a specific agent, the office, an administrator or team assistant.
If you have multiple action templates, you can drag and drop the templates into the right sequence. Click on View to see and edit a template's details, or click X to remove a template.
If you need more templates to build out the Conversation Sequence, search for another SMS action template and click Add SMS Conversation.

Image 6: 'SMS Conversation' settings.

Single Email Settings

Follow these steps to set up your email list automation:

Select who will appear as the sender of the email. You can select the Contact Owner, the List Reviewer, or a specific user profile. If you select Specific Address... from the dropdown menu, RiTA will use the email address entered in the Fallback from address field as the sender for all emails in this automation.

Tip

Selecting Specific Address... and using an office-wide email in the fallback field is ideal for newsletters or brand-awareness campaigns where you want a consistent "From" address regardless of who owns the contact.

Decide whose name will appear in the {{{signOff}}} merge field, whether it is a specific agent, the office, an administrator or team assistant.
Select CC or BCC and add the email addresses of team members who want to receive a copy of the email responses. Select Off to limit email responses to only the sender's inbox.
If you have multiple action templates, you can drag and drop the templates into the right sequence. Click on View to see and edit a template's details, or click X to remove a template. If you need more templates to build out the Conversation Sequence, search for another email action template and click Add Email.

Image 7: 'Single Email' settings.

Scheduling list reviews and send times

The Schedule & Review section is where you set the reviewing criteria and schedule when you want the automation to run:

List reviewer

Assignee: Select the person who will receive the notification to review the list automation before it is scheduled to run. This selection is necessary, but the assigned user doesn’t have to review the list before RiTA sends it. Just remember that if the list reviewer does not cancel the list for the day (if required) RiTA will send the list at the scheduled time.
Day selection and Send Time: Select which day(s) and what time the automation should run. The Send Time is based on timezone of your RiTA account.

RiTA’s Scheduled Holidays

This stops a list automation from running during the selected dates, even if the Master Switch is set to ON. Use the date range menu to choose when to pause automations, then click ADD. To remove a date range, click the bin icon. You can add multiple holiday date ranges.

Daily List Size

Set how many potential contacts will be added to a scheduled list. For example, if 50 contacts qualify but the limit is 20, 20 contacts will receive the automated communication on the first send, another 20 will receive it on the second send and the last 10 contacts will receive it on the last send.

The recommended list size is based on matching contacts and your chosen conversation frequency.

Choose a limit that suits the agent’s schedule and their ability to manage follow-ups. More contacts may mean more replies to handle.

Creating follow ups

Tick the checkbox to activate the follow ups that are relevant to your objectives.

SMS Conversations

SMS Conversations with any response: A follow up is created whenever there is a reply to an SMS, no matter where in the conversation. You can assign this to the lead agent reviewing the lists or another person to handle responses.

SMS Conversation with no response: Creates a follow up if there’s no response. It’s recommended not to tick this checkbox unless agents want to track unanswered SMS messages.

Image 8: Options for 'SMS Conversations'.

Learn more about SMS Conversation Templates

Email

Contacts who opened [ x ] or more times: Creates a follow up based on the number of times the email is opened. It’s recommended not to tick this checkbox as it can get overwhelming if there is a high level of engagement.
Contacts who clicked [ x ] or more times: Creates a follow up based on the number of email links clicked. It’s recommended not to tick this checkbox as it can get overwhelming if there is a high level of engagement.

Contacts with no engagement within [ x ] hours: Creates a follow up if there’s no email open or click activity. Tick this checkbox only if the agent wants to take a specific action like remove disengaged contacts from their database.

Image 9: Options for 'Email'.

Unsubscribe & Send Failures

Unsubscribe: Contacts that unsubscribe to your communication will automatically be assigned a 'Do Not Email' rule, preventing them from receiving further emails from RiTA.
Send Failure: Incorrect Contact Details: This may help identify incorrect phone numbers and emails. If an invalid phone or email is identified, the agent can update the contact's profile accordingly (including in your CRM)
Send Failure: Merge Field and Configuration Errors: Helps you identify problems in your templates, merge fields and automation configurations. These errors can be a result of incorrect template settings or missing data. Learn more about action templates

Image 10: Options for 'Unsubscribe & Send Failures'.

General

Fallback Assignee: If for some reason RiTA is unable to assign a follow up to a user, a follow up will be assigned to this person. It is recommended to assign an assistant or the main agent as the fallback.

Image 11: Option to assign a fallback user.

CRM Integration Settings

Notes that are generated by RiTA following an SMS conversation is sent back to your CRM. The note in the CRM will be attributed to the assigned user if their RiTA user profile is linked to their CRM user profile. RiTA will send the full SMS conversation transcript to your CRM.

Creating a new list automation from a template