Automations

Automations save you time by automating repetitive tasks.

Overview

What you can do with automations:

• Send automatic messages
• Create workflows
• Trigger-based actions
• Scheduled operations

Automation Types

1. Message Automations

Send automatic messages in specific situations:

• Welcome message
• Follow-up message
• Reminder message
• Thank you message

2. Workflows

Define chained actions:

Trigger: New contact added
  -> Wait: 1 hour
  -> Action: Send welcome email
  -> Wait: 1 day
  -> Condition: Was the email opened?
    -> Yes: Send follow-up message
    -> No: Send a different message

3. Salesbot

Sales-focused automations:

• Lead scoring
• Automatic assignment
• Follow-up reminders
• Proposal delivery

Creating an Automation

1. Select a Trigger

Trigger	Description
New message	Customer sent a message
New contact	New contact added
Tag added	Tag added to contact
Deal stage	Deal stage changed
Timer	At a specific time
Webhook	External system triggered

2. Add Conditions

Define filtering criteria:

• Channel: WhatsApp, Instagram, etc.
• Tag: VIP, New, etc.
• Value: Above a certain amount
• Time: During/outside business hours

3. Define Actions

Action	Description
Send message	Automatic message
Send email	Email notification
Add tag	Tag to contact
Create task	New task
Create deal	New deal
Assign	Assign to team member
Webhook	Notify external system

4. Wait Steps

Wait durations between actions:

• Seconds, minutes, hours, days
• Business days (excluding weekends)
• Until a specific date

Example Automations

New Customer Welcome

Trigger: New message (first time)
Condition: During business hours
Actions:
  1. Send welcome message
  2. Add "New Customer" tag
  3. Notify sales team

Follow-up Reminder

Trigger: Conversation unanswered for 24 hours
Condition: Status = Open
Actions:
  1. Create follow-up task
  2. Notify assigned person

Deal Follow-up

Trigger: Deal stage = Proposal
Actions:
  1. Wait: 3 days
  2. Condition: Is stage still Proposal?
    -> Yes: Send follow-up message
    -> No: Stop

Birthday Greeting

Trigger: Timer (every day at 09:00)
Condition: Contacts whose birthday is today
Actions:
  1. Send birthday message
  2. Add "Special Day" tag

Salesbot Details

Lead Scoring

Assign points to each activity:

Activity	Points
Website visit	+5
Email open	+10
Link click	+15
Form submission	+25
Support request	+20

Automatic Assignment

Rule-based automatic assignment:

• Round-robin: Distribute in order
• Load-based: Assign to the least loaded
• Skill-based: Based on area of expertise
• Region-based: Based on customer location

Testing and Debugging

Test Mode

Test the automation before publishing:

1. Activate the Test Mode button
2. Select a test contact/conversation
3. Trigger the automation
4. Review the results

Logs and Monitoring

Monitor automation execution history:

• Trigger time
• Condition results
• Actions performed
• Errors

Performance

Limits

• Daily automation executions: Plan dependent
• Minimum wait duration: 1 minute
• Action chains: Max 20 steps

Optimization

1. Remove unnecessary conditions
2. Optimize wait durations
3. Review frequently triggered automations
4. Monitor error rates

API Integration

Webhook Trigger

Trigger automations from external systems:

POST /api/v1/automations/trigger
{
  "automationId": "auto_123",
  "data": {
    "email": "[email protected]",
    "event": "purchase"
  }
}

Webhook Action

Send notifications to external systems:

{
  "url": "https://api.example.com/webhook",
  "method": "POST",
  "headers": {"Authorization": "Bearer TOKEN"},
  "body": {
    "contactId": "`{{contact.id}}`",
    "event": "new_message"
  }
}

Best Practices

1. Start simple: Avoid complex automations
2. Test: Always test before publishing
3. Monitor: Regularly check performance
4. Document: Describe your automations
5. Don't over-message: Avoid being perceived as spam