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Automations: rules, flows and bots

Build automated replies with flows, bind them to a channel, and automate work with rules, sequences and menu bots.

Automations has five tabs: Rules, Flows, Sequences, Chatbots and Menu Bot. Each does a different job.

Building and running a flow

  1. In the Flows tab press "New flow" (or start "From a template") and pick the channel; it decides which steps are available.
  2. Add steps from the groups: Messaging (Send message, Send template, Send form, Send product), Logic (Condition, AI decision, Wait), Data (Save reply, Label chat, Phonebook), Routing (Transfer to agent, Jump to another flow, Enroll in sequence) and Integrations (HTTP request, Send email, Google services).
  3. Save, then press "Activate on a channel". A flow runs only once it is bound to a channel in the Chatbots tab (WhatsApp, Telegram, Instagram or a webhook).

The "Test (sandbox)" button in the flow editor simulates a whole conversation: you type as the customer and watch the path and replies, without sending any real message or calling any outside integration.

The other tools

  • Chatbots: bind a flow to a channel; the bot starts as soon as you enable it and replies to every new message on that channel. You can also create an "Incoming webhook" here: a URL that runs the chosen flow on every request (the Webhooks add-on must be installed from the Marketplace).
  • Menu Bot: a numbered menu the customer picks from, opened on any message or on "A specific keyword".
  • Rules: "When this" event happens (message received, deal created, quote signed, appointment booked and more) and the conditions match, "Then do" the actions. "Test run" runs a rule against a real contact or deal without sending or changing anything.
  • Sequences: a timed message series a contact moves through step by step, with "Exit the sequence on any reply" and "Quiet hours".

Keywords

To react to a specific word, use a "Condition" step in a flow (text is exactly, contains or starts with), the "Trigger keywords" of a menu bot, or a rule on the incoming-message event with a condition on its text.

The Instagram channel and Instagram comments require Meta app approval. AI steps need AI to be enabled and use AI credits.

Open Flows