Automation

Set automated rules to simplify your workflow, auto-assign conversations to staff, and auto-reply customers.

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.

Status

"Live" are those in-action automation rules. "Draft" are those inactive automation rules.

According to your need, switch the automation status (Live/Draft) in the toggle.

Each rule is customized by a scenario, condition(s), and rules. On the automation table, you can see each rule's number of condition(s) and action(s).

Trigger automation

By 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.

Moreover, you can enable "Allow rule continue to trigger" in the automation rule to allow the system to run other rules.

Check this guide to know more about the automation's trigger mechanism.

pageTrigger mechanism

Trigger status

You can view each automation triggered how many times (Success/Error) on the automation table.

Rule History

To check the automation triggered or failed details, you can hover to the rule and click “View Rule History.”

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:

pageDefault Assignment Rule

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.

1. Incoming Messages

2. Newly Added Contacts (Find this under New or Updated Contacts)

3. New or Updated Contacts

4. Scheduled Messages

pageIncoming Messages

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.

pageNewly Added Contacts

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.

pageNew or Updated 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.

pageSchedule

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:

pageConditions

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.

pageActions

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.

pageTemplates