Robot Filter Criteria

The function of a Robot’s filter criteria is to exactly target the records that a Playbooks user would want actioned on their behalf. The secondary function is to prevent an API call explosion.
The video below details your filtering options as well as several ideas and best practices.

Is the User Lookup field necessary if I’m using the Email Tracking filters?
Yes. It is necessary for all filtering criteria (even email tracking data) so the Robot only looks for emails the Playbooks user sent and tracked AND the record is still enrolled in Playbooks.


Can a single Robot be triggered for either a certain status OR a modified date, whichever comes first?
No. A Robot’s criteria uses “AND” logic only. Each line you add is helping to narrow down to a single target.


Using Date & Time Fields in filtering

If a Robot’s function is dependent on the timeliness of a Robot, then the Robot administrator needs to understand how the Robot engine translates Date & Time fields from the CRM.

CRM Date & Time fields – The time is based on the CRM Company time zone

CRM Date Only fields – Time is appended to the date as midnight UTC time

To compensate for time zones, a Robot filter criteria can be specified in percentages of a day written in decimals. For example: Last online interaction was in the last 1.25 days. However, the smallest interval allowed is .1 which is 2.4 hours.

Here is a scenario to illustrate how to offset a Date Only field where time is recorded in UTC time:

A Play and Robot strategy has been designed to move records from Play to Play based on the age of the “Last Interaction Date” field, which is a date only field. The Sales team assigned to this Play and Robot are located in the Central time zone of the United States which is -6 hours after UTC time.

First is the “Hot” Play with an aggressive cadence that lasts 48 hours after an online interaction happens. Then, a Robot moves the record into the “Cool” Play with a less aggressive cadence for the following 48 hours.

The “Cool” Robot’s filter criteria identifies the CRM field “Last Interaction Date” is at most 3.25 days in the past. If the Robot did not include .25 days, the records would be pulled into the “Cool” Play 6 hours too soon and doesn’t adhere to the team’s 48 hour response strategy.

Use the table below to evaluate how much your Robot should be offset by. The time zone offset only needs to be considered for short intervals.

-2.4 -3 -4 -5 -6 -7 -8 -9 -10 -11 -12 -13 -14 -15 -16 -17 -18 -19 -20 -21 -22 -23
0.10 0.13 0.17 0.21 0.25 0.29 0.33 0.38 0.42 0.46 0.50 0.54 0.58 0.63 0.67 0.71 0.75 0.79 0.83 0.88 0.92 0.96


Summary of Criteria Types

Criteria Type Criteria Details
CRM Field Value
  • Identify field and value
  • Dates evaluated in UTC time
  • Commas are not supported. Picklist and checkbox fields are preferable to open text fields
  • Not recommended to use ID, phone, address, and description fields
  • Null Values are not supported
Call Dispositioned
  • Identify call result(s). Multiple options can be selected
  • Operators: Equals or Not equals
  • Robot is evaluated when call log is saved. It does not wait for the 10-minute cycle.
  • Robot is evaluated every time a call disposition matches the criteria even if the other Robot criteria does not match. This can cause an increase in API calls.
  • Only evaluates the record being dialed
Email Opened
  • Only available for O365 and Gmail
  • Evaluates all emails opened by the Playbooks record, not individual emails (Example: you can’t specify certain templates that are opened.)
  • Set # of occurrences before trigger
Email Link Clicked
  • Only available for O365 and Gmail
  • Evaluates all links clicked by the Playbooks record, not individual emails (Example: you can’t specify certain links that are clicked.)
  • Set # of occurrences before trigger
Email Bounced
  • Only available for O365 and Gmail
  • True or False
Email Response
  • Only available for O365 and Gmail
  • Evaluates all emails responses by the Playbooks record, not individual emails (Example: you can’t specify certain templates that are responded to.)
  • Set # of occurrences before trigger

If you are attempting to use the Playbooks Play Status field in your filtering but it is not registering as a picklist (where you can select multiple status values), consult with your Technical Consultant on converting the field from an open text field to a picklist.