Who is used as the sender for playbook messages?
Messages generated by Akita playbooks can be sent from different users in your Akita account.
When you set up your Akita account, you should set your Default Sender. This is a user that messages are sent if none of the conditions below are met OR if you would like to send all of your messages using a common user (ex. 'Success at MyCorp').
When you set up your Playbook, you specify who you would like to "Send As". This will determine which Akita user is chosen as the Sender.
- If this is left blank, we will use your Default Sender.
- If Default Sender is selected, we will use your Default Sender.
In addition to the Default Sender, you can specify a User or a Role that should be used.
Sending as a Role
Frequently, you will want to send a Message as the assigned Customer Success Manager or Account Manager. You can select the desired role when creating your playbook.
- If you specify a Role for the "Send As" setting; and
- That Role has been assigned for the targeted Account; then
- The User with that Role will be used as your Sender.
Example. You would like to send a Welcome Message as the CSM for the Account. You would select "CSM" as the "Send As" option. ACME Corp signs up for an account and John Doe is assigned as the CSM for that account. When the Playbook is triggered, the message will be sent as John Doe.
What if the targeted Account Doesn't Have that Role Assigned?
In the event the Account does not have a User assigned for the "Send As" role, the Default Sender will be used.
Sending as a User
Often you want to send a Message as a specific user (ex. The CEO). You can do this by selecting that Akita user for "Send As". You can only send as Akita users so they will need a license.
Example. You would like to send a renewal Thank You Message as the CEO of the Company. You would select "Mark Smith" (your CEO) as the "Send As" option. ACME Corp renews their account and the Playbook is triggered. The message will be sent as Mark Smith.
What if the targeted Default User hasn't been specified?
If you do not have a Default User and Akita attempts to send as that Default User, the Message delivery will fail and will be logged in your Send Logs.