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Automations

There are two different tools. Don't mix them up: one lives in Settings and the other in the Automation menu.

  • Conversation rules — Settings → Conversation rules. One event, conditions and one or more actions. They are used to assign, label or change the status of a chat.
  • Flows — Automation menu. Visual editor with trigger, wait, condition and action. They are used for sequences (one message, wait, another message).

1. Start with a short rule

Settings → Conversation rules. The text on the screen: "Create automatic rules to manage conversations…".

  1. Add rule. The "Add automation rule" dialog opens.
  2. Give it a name that describes the outcome, not the event.
  3. Choose the Event: Conversation created, Conversation updated, Resolved, opened, Message created, or Handover to advisor requested.
  4. Optional: Add condition (message type, text it contains, label…).
  5. Add action: Assign to agent, Assign team, Add or remove label, Send message, Add a private note, Change priority, Resolve or open, Snooze, Mute, Send transcript by email, or Send webhook event.
  6. Save. In the table, the Active switch turns a rule on or off without deleting it.
Table of rules with Label new chats and Assign visits to Sales
Each row: name, event (colored pill) and a summary of conditions → actions.

Examples that pay off in the first month:

  • Conversation created → Add label "New".
  • Message created, text contains "visit" → Assign Sales team.
  • Handover to advisor requested → Assign to the agent on duty.

2. Flows (Automation menu)

The screen is titled Campaign automation. At the top: View logs, Use template, Create from scratch. If there are none: Start with a template or Create from scratch.

Campaign automation screen with no flows yet
If there are none, use Start with a template or Create from scratch. This isn't the same as a conversation rule.

Build the flow

  1. Create from scratch or Start with a template.
  2. In the editor, each box is a node. The first one is the trigger. You configure it on the right.
  3. Chain condition, wait (minutes, hours or days) and action. You can repeat a section (loop).
  4. Save. It's saved as a Draft.
  5. Activate once you have tested it. You can also Pause or Archive.

Triggers

  • Message received
  • Agent message sent (AI or human)
  • Human agent replied
  • Contact created
  • Contact attribute changed
  • Conversation created / resolved
  • Label added / removed
  • Manual enrollment
  • Webhook received
  • Form submitted

Conditions

Field + operator + value. Operators: Equals, Not equals, Contains, Does not contain, Starts with, Ends with, Is present, Greater / less than, time since. Common fields: chat status, agent, team, priority, inbox, message content, labels, phone, email, hours since the last message. With CRM: lead status, stage, pipeline, value, days in stage.

Actions

  • Send WhatsApp template
  • Send message
  • Trigger webhook
  • Assign to agent or team (Specific agent, Fewest conversations, Next available)
  • Add / remove label
  • Update attribute
  • Add private note
  • Change priority
  • Resolve conversation
  • With CRM: move a lead to another stage, qualify, convert, create activity
  • With Salesforce: advance or set commercial status, create task
  • With voice: Phone call

If all you need is "when it arrives, add this label", don't build a flow: use a rule. Logs (administrators only) are in Automation → View logs.

Templates: WhatsApp templates. A send you launch by hand: Campaigns.