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Automations

Automate responses and workflows to handle common queries without manual intervention.

Automation by Plan​

Starter — Keyword Auto-Replies​

Set up basic auto-replies triggered by keywords in incoming messages. When a customer sends a message containing a specific word, they get an automatic response.

Example:

  • Customer sends "hi" → Auto-reply: "Welcome! How can we help you today?"
  • Customer sends "hours" → Auto-reply: "We're open Monday-Saturday, 9am-6pm IST."

Growth — Visual Flow Builder​

Build multi-step conversation flows with a drag-and-drop visual builder. No coding required.

What you can build:

  • Welcome flows that greet new customers and collect their name
  • Menu-based navigation ("Reply 1 for Sales, 2 for Support")
  • FAQ bots that answer common questions
  • Lead qualification flows

Business — Conditional Logic​

Everything in Growth, plus advanced conditional branching:

  • Route conversations based on customer attributes (tag, location, custom field)
  • Time-based conditions (business hours vs. after hours)
  • Multi-path flows with if/then logic

Setting Up Auto-Replies (Starter)​

  1. Go to Settings > Automations
  2. Click Add Rule
  3. Set the trigger keyword (e.g., "hello", "price", "order")
  4. Write the auto-reply message
  5. Enable the rule

Building a Flow (Growth & Business)​

  1. Go to Automations > Flows
  2. Click Create Flow
  3. Choose a trigger (e.g., incoming message, keyword match)
  4. Add steps by dragging nodes onto the canvas:
    • Send Message — send a text or template
    • Ask Question — collect input from the customer
    • Condition — branch based on the answer
    • Assign Agent — hand off to a team member
    • Add Tag — tag the contact for segmentation
  5. Connect the nodes and activate the flow

Next Steps​