What are automations? #
Automation liberate your team from mundane repetitive tasks. Use automation to automate time-consuming task. Automation is made up of three things:
- Trigger are events which will kickstart an automation rule.
- Conditions are a list of criteria that will are assessed before an action is executed. Conditions are evaluated in the order that they are defined.
- Actions are task that are executed whenever the conditions are fulfill.
What are the available automation actions? #
| Action | Description |
|---|---|
|
Assign a team |
Assign the contact to a team. Automatically assign contacts to your teams whenever a contact is created or gets updated. For example, you might want to assign all new incoming lead to your Sales Rep to perform qualification AND all won customers to your Onboarding team. Contacts are distributed equally to individuals within a team. For example, if there are 60 new "Won" customers and you have 3 members in the Onboarding team - each will receive 20 new assignment. |
|
Add a label |
Add a label to a conversation. For example, you might want to help your sales team prioritize hot leads by automatically adding a "Priority" label on all contacts who have visited the "Pricing" page . |
|
Send a message |
Send a message to the contact. You can specify which inbox to use, or select "Default" if you want the message to be send using the inbox which trigger this action. For example, you will use "Default" to send your customer hotline number to any users who send a "Help" incoming message BUT you might specifically use "Email" if you want to trigger an automatic delivery notification message. |
|
Set contact attributes |
Add or change a standard or custom attributes. For example, you might want to automatically set the contact's branch ID based on their last order. |
|
Set contact status |
Change the contact status. For example, you can create an automation to clean your contact list by automatically setting a contact status to "Disqualified" when a message fail to deliver. |
|
Assign a bot |
Delegate the conversation to a bot. You can select a specific inbox for the chatbot to use, or you can select "Default" inbox. |
|
Trigger an event |
Create a custom event. Use this create complex custom events. For example: trigger "urgentOffer" event when a website visitor perform add to cart more than 5 times in the past 10 days but did not make any purchase. |
What are the available Automation Triggers? #
There are currently 7 available triggers:
- Conversation created
- Conversation updated
- Contact created
- Contact updated
- Message created
- Message updated
- Event created
Usually one might want to apply the same action for both “created” and “updated” trigger. For example, if you want to assign all contacts with “Won” status to Customer Support team, you will need to create:
- a “Contact Created” trigger -> “Contact Status:Won” condition -> “Assign to team: Customer Support” action to assign newly imported “Won” contacts to customer support.
- a “Contact Updated” trigger -> “Contact Status:Won” condition -> “Assign to team: Customer Support” action to assign contacts which status was changed to “Won” to customer support.
I can't find a specific automation action #
Available action type is determined by the selected trigger.
| Action | Conversation Created | Conversation Updated | Contact Created | Contact Updated | Message Created | Message Updated | Event Created |
|---|---|---|---|---|---|---|---|
|
Assign a team |
Yes |
No |
|||||
|
Add a label |
Yes |
No |
|||||
|
Send a message |
No |
Yes |
No |
||||
|
Set contact attributes |
Yes |
No |
|||||
|
Set contact status |
No |
Yes |
No |
||||
|
Assign a bot |
No |
Yes |
|||||
|
Trigger an event |
No |
Yes |
|||||
What if I want to create automations with unavailable trigger/action combination? #
You can create advanced automation flows using the Chatbot editor.
What are the available Automation Conditions? #
You can create single or group conditions, using any of these 4 condition types.
| Condition Types | Description |
|---|---|
|
Standard Filters |
Primary contact attributes such as name, phone number, email and status. Primary conversation attributes such as referrer link, inbox type. Primary message attributes such as message type, content or inbox. |
|
Custom Attributes |
Any user-defined contact's custom attributes |
|
Event attributes |
Primary event attributes such as event name and event history such as "When "AddToCart" is performed more than 6 times in the past 30 days" |
Why can't I create automation? #
Your plan might not include access to the automation feature, or you might have exceeded the number of permissible automation rule. Consider deleting unused automation and try again.
