Automation

Automation has two building blocks: rules (simple, one-shot) and sequences (multi-step flows), both built under Settings → Automation.

Rules

A rule matches an inbound message against a trigger and starts a sequence. Two trigger types:

• Keyword — does the message contain a certain word or phrase.
• Intent — does the message match a plain-language description you write (e.g. “customer wants a refund”), judged by your AI agent’s model rather than an exact phrase match.

Rules are checked in order, top to bottom per channel, the moment a message arrives, before anything else — the first one that matches wins. Reorder them with the up/down arrows next to each rule under Settings → Automation if you need one to take priority over another.

Sequences

A sequence is a flow of connected blocks, built visually — drag from one block’s edge to another to connect them. Block types:

• Text, Image, Video, Audio, Gallery, Location — send that kind of content.
• Buttons / Quick reply — branch based on what the customer taps, each option connecting to a different next block.
• Ask for input / Ask for phone / Ask for email — pause and wait for the customer’s reply, with real format validation on phone/email before moving on.
• Delay — wait a set amount of time before continuing.
• Send a form — send one of your forms as a link and record the response against this contact.
• Set attribute / Data lab entry — save something onto the contact’s own record.
• Update ticket — set a priority and/or apply a tag.
• Send email, Request CSAT, Call a webhook (API call) — real side effects outside the conversation itself.
• Subscribe / Unsubscribe — opt the contact back into, or out of, future automated sequences.
• Redirect — jump to another point in the flow.
• Live chat — hand off to a human agent (ends automation for this conversation).

A sequence can be a welcome sequence (runs automatically on a contact’s first message) or triggered by a rule.

What happens to a message once a sequence claims it

The automation engine checks, in order: is there a sequence already waiting on this contact’s next reply → is this a brand-new contact with a welcome sequence configured → does any rule match → otherwise, does the AI agent apply. Only the first thing that matches actually acts — nothing double-fires.