Automation & AI

Automations (If-This-Then-That Rules)

• Three trigger types: Inbound Message (new message arrives), New Conversation (thread opens), Conversation Resolved (agent marks done)
• Conditions: message body contains/equals/matches regex, business hours (open or closed), contact has specific tag, contact is in specific group, conversation is assigned to anyone/specific agent, conversation has specific label
• Action types: Send Message (text or template), Add Internal Note, Assign to Agent (by name or round-robin), Add Label, Remove Label, Resolve Conversation, Reopen Conversation
• Priority ordering — drag rules up/down to control execution order
• Active/Disabled toggle — turn rules on and off without deleting them
• Rules run in order; first matching rule executes and subsequent rules still run for the same event

1. 1Go to Automations and click New Rule
2. 2Name your rule (e.g., 'After-hours auto-reply')
3. 3Choose the trigger event: Inbound Message, New Conversation, or Conversation Resolved
4. 4Add conditions — for example, only fire when message contains 'price' AND it's outside business hours
5. 5Add actions in sequence: first send a reply, then add an internal note, then assign to the sales agent
6. 6Drag to reorder rules if you have multiple — higher rules run first
7. 7Toggle the rule ON using the Active switch

Business Hours

• Set open and close times for each day of the week individually
• Leave a day blank to mark it as closed (e.g., weekends)
• Auto-reply message: customers who message outside hours receive this configured message
• Business Hours condition: available in Automation rules and Chatbot Flow triggers
• Timezone-aware: all times are based on your organisation's configured timezone

1. 1Navigate to Automations → Business Hours
2. 2Toggle each day on/off to set working days
3. 3Set open and close times using the time picker
4. 4Write the after-hours auto-reply message (e.g., 'We're currently closed. We'll respond during business hours.')
5. 5Save — the hours take effect immediately

Chatbot Flows

• Visual node canvas with connect-the-dots logic — drag from one node's output to another's input
• Node types: Send Message, Ask Question, Condition (branch on reply), AI Answer (uses Knowledge Base), Set Variable, API Call, End Conversation
• Button replies: Send quick-reply buttons that route to different next steps based on user selection
• Variable capture: Ask a question and store the answer in a variable (e.g., @name, @email)
• AI nodes: Connect to your Knowledge Base to answer customer questions automatically
• Conditions: Branch based on variable values, contact tags, or business hours
• Activate/deactivate with a single toggle — flows don't run until enabled
• Test mode: execute the flow in-browser without sending to WhatsApp, see the execution trace
• Multiple flows can be active simultaneously, each with its own trigger condition
• Flow analytics: see how many conversations entered each flow, completion rate, and drop-off nodes

1. 1Go to Flows and click New Flow
2. 2Name the flow and set its trigger: Inbound Message, Keyword Match, or Manual (linked from automations)
3. 3The canvas opens with a Start node — drag a Send Message node and connect it
4. 4Type the message content — supports variables like @name
5. 5Add an Ask Question node to capture user input, store in a variable
6. 6Add a Condition node to branch: if answer = 'yes', go to one path; if 'no', go to another
7. 7Add an AI Answer node and select your Knowledge Base for automated responses
8. 8Connect nodes by dragging between output and input handles
9. 9Click Save and then toggle Enable to activate the flow

Flow Node Types — Reference

• Send Message — Send static or variable-powered text. Supports for new lines and @variable references
• Ask Question — Prompts the user and stores their reply in a named variable. Can show as a text input or quick-reply buttons
• Condition — Evaluates an expression (variable equals/contains, contact tag exists, business hours status) and routes to different branches
• AI Answer — Queries the selected Knowledge Base and sends the AI-generated response. Falls back to a default message if no answer is found
• Set Variable — Assigns a value to a flow variable (e.g., set @ticket_id to 'TKT-123') for use in later nodes
• API Call — Makes an HTTP request to an external endpoint. Supports GET and POST, with the response stored in a variable
• End Conversation — Marks the conversation as resolved after the flow completes, or transfers to a different flow

1. 1Drag a Send Message node: type your text, use @name for the contact's name
2. 2Drag an Ask Question node: write the prompt, choose 'Text Reply' or 'Button Reply', and set the variable name (e.g., @preference)
3. 3Drag a Condition node: select 'Variable' and write @preference == 'yes', then connect 'True' and 'False' branches
4. 4Drag an AI Answer node: pick a Knowledge Base from the dropdown, write a fallback message if no answer is found
5. 5Connect everything by dragging from the dot at the bottom of one node to the dot at the top of another

Knowledge Base (AI Training)

• Create multiple Knowledge Bases for different products, topics, or departments
• Add content manually: title + body text with formatting
• Upload documents: PDF, DOCX, and TXT files are automatically parsed and indexed
• AI Answer nodes in chatbot flows query the selected Knowledge Base
• Content is vector-indexed for fast, relevant answers
• Edit or delete individual entries
• Test a query: enter a question and see what the AI would return

1. 1Navigate to Automations → Knowledge Base
2. 2Click New Knowledge Base and give it a name (e.g., 'Product FAQ')
3. 3Add entries manually: click Add Entry, enter a title and detailed body text
4. 4Or upload documents: click Upload, select PDF/DOCX/TXT files
5. 5Save and wait for indexing — content is immediately available to AI flow nodes
6. 6In a flow, add an AI Answer node and select this Knowledge Base

Canned Responses

• Create responses with a shortcode (e.g., /greeting, /hours, /thanks)
• Each response has a title and the full message content
• Supports @name variable — automatically replaced with the contact's name when inserted
• Search by shortcode or title in the inbox by typing /
• Edit or delete existing responses

1. 1Go to Automations → Canned Responses
2. 2Click New Response
3. 3Enter a shortcode (e.g., greeting) — this is what you type after / in the inbox
4. 4Add a title for identification and the response content
5. 5Use @name in the content to insert the contact's name automatically
6. 6In the inbox, type /greeting and press Enter to insert the full response