Automations: simple if-this-then-that

Automations are simple "when this happens, do that" rules. Pick one trigger, add optional conditions, and list the actions to run — no branching, no AI needed.

Create an automation

Go to Sidebar › Automations › New, start from a template or Blank, then set a name, a trigger, optional keywords/conditions, and the action steps.

Triggers

• A new conversation starts — a visitor opens a new chat (website or WhatsApp).
• A visitor shares their email/phone — a lead's contact details are captured.
• A message contains a keyword — an inbound message contains one of your keywords.
• A chat is handed to a human — the bot escalates or an agent takes over.

Actions

• Send an automatic reply — posts a message (skipped if a human took over).
• Send an email — to the visitor, you, or any address.
• Assign to a human agent — pauses the AI and routes to your team.
• Tag the conversation — a tag you can filter by.
• Add an internal note — a private note for your team.
• Call a webhook — POST the conversation data to an external URL.

Example — email the team and tag on every new lead

• Trigger: "A visitor shares their email/phone".
• Step 1 — Tag: hot-lead.
• Step 2 — Send email: to Me, subject "New lead from your chat".

Automations run the instant their trigger fires — there's no "wait" or scheduled step. For AI reasoning and branching, use workflows.