Reach people Automations
Automations
Set up messages and actions that happen by themselves when something occurs in a chat.
What it does
An automation has one trigger and a list of steps. When the trigger happens, the steps run in order for that contact. Steps can send messages, add tags, assign a chat, wait, check a condition and more.
Each automation keeps a log of its runs, so you can see what happened to each contact.
Where to find it
Automations
How to use it
- Open Automations. Start from a quick start template, or press Create Automation.
- Choose the trigger: New Message Received, First Message from Contact, Keyword Match, Button or List Reply, Basket Received, New Contact Created, Conversation Assigned, Tag Added, Time Based, Order Created, Payment Received or Payment Failed.
- For Keyword Match, type the keywords separated by commas and choose how to match: contains, whole word or exact.
- Press Add step and choose what happens: Send Message, Send Buttons, Send List, Send Template, Send Catalogue, Add Tag, Remove Tag, Assign Conversation, Update Contact Field, Create Deal, Wait, Condition (If or Else), Send Webhook or Close Conversation.
- Use a Condition to branch on a tag, a contact field, the message text or the time of day. Each branch has its own steps.
- Turn the Active switch on and press Save.
- Open View Logs on the list to see every run and each step.
Example for a business
A salon
A salon makes an automation with the keyword price. It sends a list of services and prices, then adds the tag Price enquiry. If the customer has not booked after a day, a second step reminds them about the weekend offer.
Good to know
- A trigger from an order or payment gives you extra variables, such as the order number, the total and the payment link, to use in your messages.
- A Basket Received trigger gives you the customer name, the number of items, the items and the total from catalogue prices.
- Free text messages work only while the 24 hour chat window is open. Use Send Template outside it.
- You can pause, duplicate and delete an automation from the list. Deleting also removes its run history.
- For guided menus with several turns, a Flow is often easier to build. See Flows.