Create a New Automation
Setup Automation Workflow
To create an automation workflow from scratch, click the Add New Automation button.
This will open the Create Automation Workflow modal with the following options:
Automation Name
Channel / Service Integration (trigger-dependent)
Trigger Event
Define a Name
In the modal, first, you need to define a name for the automation.
Select Channel
Then, select a Channel from the available options.
Select Event
After selecting the Channel, you need to pick a Trigger Event to start the automation.
If you have integrated with a marketplace, you will see more options here. By default, you will see these options:
New Outgoing Message: Automation is triggered when you or your teammate sends a message to the contact using Chat.
New Incoming Message: Automation is triggered when you receive a message on the selected Channel.
User Lands on Bot (Welcome Event): Automation is triggered when a contact starts a chat with your business.
New Incoming Message From New Contact: Automation is triggered when you receive a message from a new contact for the first time.
Conversation Closed: Automation is triggered when you or your teammate changes the conversation status to "Closed."
When A Tag is Added: Automation is triggered when you add a tag to a contact.
When A Tag is Removed: Automation is triggered when you remove a tag from a contact.
Webhook Received: Automation is triggered when a webhook is received on the selected channel.
Each Event has a different set of conditions. Learn more about Events and Trigger Conditions
Click Create
Select the Create button once done..
Building a Workflow
Once you have set up the Automation Workflow settings, you will go to the Automation window. By default, each automation will have one Trigger node.
Click the pause button to deactivate the automation while building it. This ensures the automation won’t accidentally trigger before it’s ready.
Set Trigger Node
Double-click on the Trigger node to open its settings on the right. Simply select the required Trigger Condition and click Update Node.
Based on your selected Event in Step 1, you will get a list of Trigger Conditions. Learn more about the list of Trigger Conditions for each event here.
Add Steps
To add Workflow Steps, click the lightning button (add icon image here) to access Action types. This will open the Workflow Steps modal with all the step types. Simply select your desired Action nodes from the list and drag and drop them to the workflow window.
You may also right-click on the canvas to access Action types. To learn how each step works and how to configure them, visit our Action Steps guide.
Setup Action Step
Double-click on the Action nodes to open their settings on the right. Fill in the settings and click Update Node once done.
Connect Action Step
Connect the Action nodes by clicking on the connect button on the right of a node and dragging it to the green dot on the left of the next Action node.
Add More Action Steps
To add more Action nodes, repeat the steps above and choose the desired Action nodes from the list to drag and drop them to the workflow window.
Click Save
Once your workflow is done, click on the Save button (add icon image here).
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