Automation Overview

Automations help your business reduce manual work and respond faster.

An automation performs an action when a condition is matched.

Common automation examples

• Send welcome reply to new customer
• Add tag to a new lead
• Assign chat to an agent
• Send after-hours reply
• Send follow-up reminder
• Trigger human handover
• Send webhook to external CRM
• Notify manager for hot lead

Example automation

Trigger: New WhatsApp message received

Conditions:

• Message contains “price” or “package”

Actions:

• Add tag: Pricing Inquiry
• Send package information
• Assign to sales agent

Best practices

• Start with simple automations.
• Test before going live.
• Avoid sending too many messages.
• Keep human handover available.
• Monitor automation logs.