---
title: "ActionStep Integration Details"
canonical: "https://resourcecenter.kenect.com/space/Integratio/42009296/ActionStep%20Integration%20Details"
format: markdown
---
### Contact Sync

Contact sync with ActionStep will be one way from ActionStep to Kenect, and will sync hourly:

![image-20240508-150507.png](media://5de39490-04db-4175-95c3-b5af682fa8cb)


The phone number pulled into Kenect will be the first phone number listed on the contact in this order of priority: Primary, Mobile, Cell, Mobile 2, Mobile Phone, Home, Home 2, Home Phone, Business, Business Phone, Work, Business 2, Other.

### Matter Syncing

![image-20240508-150525.png](media://8d82c51d-9383-4949-91b3-23f2586a007a)

### Lead Push

Leads that come through the Kenect widget on the website, or directly text in(must have a first and last name saved on the lead in Kenect to sync) will create a new matter in ActionStep, and the text history will show in “File Notes”.

![image-20240508-150543.png](media://318ed92e-caa7-4044-97f6-fef23cddf39a)

### Conversation Posting

**Update!**

Previously messages sent through Kenect would post into the case under “File Notes”, they now post into the SMS portion of the matter.

- They are viewable in both the SMS section of communications as well as the Matter view.

![image-20240715-155447.png](media://be27bc9a-44fa-42b1-9720-e7201ed60132)

### Automated Texting Based on Case Status Triggers

Send texts automatically when Matters are “Active”, “Closed”, and at all custom "Steps".

- Send a welcome message to clients when a Matter becomes “Active”​
- Set up a customer journey of multiple messages to automatically send at various "Steps" in a case lifecycle​
- Send a thank you text and ask for a Google or Facebook review when a Matter is Closed

![image-20240508-150624.png](media://2df3bd87-77f7-407c-b33b-766b3919b175)

Automated texts are configured in Kenect​

![image-20240508-150643.png](media://28c908fe-4715-4b4a-a681-05b8ff4e95eb)

Create a Customer Journey by scheduling texts ahead of time

![image-20240508-150703.png](media://f6dcf6d3-94c4-4f89-9f84-c0fb9d2dab6a)


### Attachment Syncing

- Kenect attachments are posted to the Documents section of the Matters in Actionstep.
- The Kenect conversation must be assigned to a Matter.

![image-20240508-150720.png](media://cb0205ef-1f2a-44e5-b643-2beb8d131526)

## **Automated Messages**

#### **Step-by-Step Guide**

1. In the bottom-left corner of Kenect, click the gear 'Settings' icon, then select 'Integrations'


![image-20240506-180859.png](media://65588fa6-461a-4da4-84da-cc2ce5758376)


1. On the 'Integrations' page, now select 'ACTIONSTEP' from the list.


![image-20240506-180909.png](media://cd9fd589-9958-407c-9e81-1219f5bb05cf)


1. Next, select 'Automated Messages Settings'


![image-20240506-180920.png](media://d8d65370-35e7-41a2-9807-12680bfb15d4)


1. You will be brought to a page that includes the following:
  1. Workflow Step Changed
  2. Case Created
  3. Case Updated
2. To enable a Case/Workflow Event message in Kenect, make sure the below-circled fields (Automated Messages Will Send From, Date, and Duplicate Messages Will Not Send to the Same Contact Within:) are completed by the Kenect business admin:

*Note: These fields are when they want the messages to send.*


![image-20240506-180938.png](media://0e27049b-ffb2-41fd-8e3f-3f3024c84e6c)


1. Once the fields are completed, then we move onto creating the actual action. To create a message under the specific event type, select 'Add New Automated Message'. A pop-up window will then appear.


![image-20240506-180948.png](media://711786d3-bca5-4ab8-a2b1-c021a0625a2f)


*Automated Message Pop-Up:*


![image-20240506-181000.png](media://3ee902eb-2c7f-4548-99bf-582f55462598)


Now that the pop-up appears, you can now build the specific template for the event type. As shown in the image above, the template must include:

1. A chosen name for the message.
2. An action to be selected when the event is triggered in ActionStep.
  1. *Note: Select either 'Send Message' or 'Send Review'*
3. The body of the message itself.
  1. *Note: The Dynamic Placeholders are click to copy. When clicked, the dynamic field populates into the message body and will pull from the available data in ActionStep.*
4. ****Optional* ***+Add Condition
  1. *Note: Conditions are additional rulesets that can be created to help control the inevitability of event or workflow changes. These conditions will help reduce unnecessary messages from being sent as changes are made.*
5. Once all information is completed select 'Save as Draft' or Publish.

![image-20240506-181028.png](media://bd6e2401-aecf-4624-b500-3219e425b6fc)

  

1. Your message will then populate into the 'Automated Messages' section for the specific event type.

![image-20240506-181043.png](media://3b13774d-eb4b-487e-bd4e-f1bc3a9a8a89)

  

10. The final step is to then decide if you are ready to check the 'Enabled' box on the far left-hand side. Once enabled is checked, make sure to select 'Save'.

![image-20240506-181055.png](media://151c530b-1943-4403-be76-6069755d5175)

  

11. Your automated message is now ready to send!

> ℹ️ *Note: All above messages are dependent upon the field tied to the contact in ActionStep to be completed. If no information exists for the client no automated messages will send to them.*

 

# **Frequently Asked Questions (FAQ)**

- **How long after the event is created or closed will the message send?**
  - That will entirely depend on the fields used in the creation of the automated message, whether that be minutes, hours or days your Kenect business admin will be the responsible party for changing those fields.
- **Where can I see the message after it has sent?**
  - Just as you do now with other messages sent using Kenect, you will navigate to your inbox, search for the contact and look for the message. If the message thread is assigned to the 'Case' in ActionStep, you will also see a record of the text message under the case notes and under the contact itself in ActionStep.
- **Are the messages in ActionStep synching to the case under "File Notes"  as is listed in the documentation or was this updated to synch elsewhere? **
  - This now lives under the communication tab!
- **Where can the user find  the conversation in ActionStep?**
  - The messages are under Comms>SMS and not under Comms>Inbox