Automation
Set automated assigned rules to route conversations to your staff. Set automated replies to contacts, turning them into leads.
Automation simplifies your workflow by getting rid of the manual elements.
You can set rules and actions that allow you to send personalised auto-replies to all your customers and assign different conversations to the right users.
Once you click on the Automation button, you will see different types of automation rules that you created.
"Live" are those in-action automation rules. "Draft" are those inactive automation rules.
Switching the automation status (Live/Draft) in the toggle according to your need.
Each rule is customised by a scenario, condition(s), and rules. On the automation table, you can see the number of condition(s) and actions of each rule.

Trigger mechanism

Default

The system triggers one rule only when the conditions are met within the same scenario.
Automation rules will run in order from top to bottom, and only one rule from each scenario will run.
For example:
If the first rule condition is met, then it will run. The rest of the rules of that same scenario will not run. If the conditions of the first rule are not met, the system will check the second rule to run and so on.

Allow continue to trigger

You can enable "Allow rule continue to trigger" in each of the automation rules.
The system will continue to check other rules in corresponding order within the same scenario after this rule is triggered.
For example:
Once enabled in the first rule - "Incoming Messages", if this rule's condition is met, the system will run the rule. The system will continue to check the following rules from top to bottom order, if the second rule - "Squid Game Invitation" condition is met, the system will also run the rule.

Default Assignment Rule

You can assign a new conversation by setting the assignment rule in the automation. Set automation rules to assign conversations to specific staff.
For example, you can assign the conversation to "Admin 1".
If you want to update and assign it evenly to your teammates, please check this guide:

Scenarios

There are FOUR types of automation scenarios when creating automation. Each represents different scenarios and can be tailored to your needs with condition(s) and rules.
Use this scenario when a new or existing customer sends a message to you; assign conversations to specific staff or auto-reply based on different conditions.
You must add "Contact Owner is unknown" as a condition if you only want to reply/ assign new customers.
When a new contact is added manually, use this scenario to send greeting messages and segment to different lists.
Newly added contacts are those from Facebook Leads Ads, Google Forms, imported from CSV/ excel files or API Integration and manually added contacts.
When the data field of contact is updated, use this scenario to trigger an auto message and segment to different lists.
An auto-message will only be triggered if all conditions are met.
Use this scenario when you wish to schedule a message to your customers periodically.
Set recurring monthly, or yearly messages to be sent to your contacts to keep in touch with them.

Conditions

Select the condition(s) such as channel type, contact owner, country that apply to send an auto-message to those who satisfy that condition.
Check the below link for more details:

Actions

Use actions to send auto messages, assign conversations to staff, add/remove contacts from lists, and change contact fields to keep your customers engaged and updated.
To learn more about the different actions and how to use them, click on the link below.

Templates

We have created several templates for different use cases.
Follow the templates below to help you set up the automation rules that you and your company need.
Last modified 9h ago