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How to use Smart Filter in Patch Automations

What this covers: What Smart Filter is, how to turn it on, how Match / Not Match works, and proven use cases.

Smart Filter is an automation block. It asks the AI a yes/no question about what a guest wrote (for example an inbound text, a reply to a blast, or free text on a form).
Yes → Match path. No → Not Match path.

If the AI can’t answer confidently, the guest goes down Not Match. Word every question so Not Match is the safe path.

Before you start

You’ll need:

  1. To be logged into agents.patchretention.com.
  2. Automations on your Patch account.
  3. Access to edit automations (owner, full admin, or a limited admin with Automations).
  4. Smart Filter enabled for your user (early access). Ask your Patch rep to add the smart-filter user tag to the staff logins who should build or edit these blocks.

How it works

  1. A contact hits the Smart Filter step in an automation.
  2. Patch sends the guest’s message (or the free-text field you configured) to the AI with your yes/no question.
  3. The contact continues on:
    • Match when the answer is yes
    • Not Match when the answer is no, or when the AI is unsure

Build different actions under each path (alert staff, create a CRM deal, send a FAQ reply, stop the sequence, and so on).

Step 1: Add Smart Filter to an automation

  1. Open Automations and create or edit an automation.
  2. From the block palette, drag Smart Filter onto the canvas.
  3. Connect it after the trigger that gives the AI something to read (for example Incoming SMS, a form submission with free text, or a reply in a sequence).
  4. Write a clear yes/no question.
  5. Build the Match and Not Match branches.
  6. Save and activate when you’re ready.

Keep the automation inactive while you test with a known contact.

Step 2: Write a good question

Do

Don’t

Ask one yes/no question

Stack several questions in one block

Put the risky / rare outcome on Match

Put “needs a person” on Not Match

Assume unsure → Not Match is safe

Assume unsure → Match

Use plain language (“Is this guest upset?”)

Use jargon the AI has to guess

Example (safe): “Does this text need a staff member to reply?”
→ Match: alert staff in Messenger · Not Match: FAQ / AI answers

If the AI is unsure, the guest stays on the automated path instead of paging a human by mistake.

Use cases

Top 3 to start with

  1. Needs a person — clearest before/after for staff.
  2. Party or group lead → CRM deal — ties Smart Filter to CRM.
  3. Happy guest → review ask — owners see the win immediately.

Inbound texts

Trigger: incoming SMS. The AI reads the message body.

Question

Match

Not Match

Does this text need a staff member to reply?

Alert staff in Messenger

FAQ / AI answers

Is this person asking about a party, field trip, or group event?

Create CRM deal + alert sales

Normal reply

Is this guest upset or complaining?

Manager right away; pause promos

Normal reply

Is this person asking to cancel or pause a membership?

Staff follow-up with a save offer

Normal reply

Is this person asking about a job?

Send careers link; keep out of marketing

Normal reply

Is this a real guest inquiry?

Normal flow

Skip / end

Is this message in Spanish?

Spanish reply or Spanish-speaking staff

English flow

Replies to a blast or automation

Question

Match

Not Match

Is this reply a yes or showing interest?

Send booking link

Stop the sequence

Are they asking about price or a discount?

Send the offer

Normal reply

Is this person asking us to stop messaging them? (no STOP keyword)

Flag for staff review

Normal flow

Keep a person in the loop on “wants out” as a backstop to STOP handling.

Forms and feedback

The AI reads free-text form fields.

Question

Match

Not Match

Is this inquiry for 20+ guests or a corporate event?

Senior rep, fast callback

Standard party flow

Does this inquiry mention a date in the next 7 days?

Same-day callback

Normal follow-up

Is this feedback positive?

Ask for a Google review

Manager follow-up; no review ask

Does this mention an injury or safety issue?

Manager escalation right away

Normal flow

Tips

  • One Smart Filter = one decision. Chain blocks if you need several checks.
  • Test with real phrasing guests use (“can u cancel?”, “party for 12 sat”).
  • Review Match volume after a week. If Match is flooding staff, tighten the question.
  • Smart Filter does not replace STOP / opt-out compliance. Keep compliance paths separate.

Your checklist

  • Smart Filter appears in the automation palette
  • Question is yes/no with Not Match as the safe default
  • Match and Not Match both have clear next steps
  • Tested with a known contact before going live