Automation

11 articles

• An automation rule doesn't run If an automation rule is not working, check that the rule is active and that its event and conditions match. A change made by another rule doesn't trigger a rule. Last updated: 27 September 2026
• Assign conversations automatically In the channel's “Collaborators” section, turn on “Enable auto assignment”. New conversations are shared in turn among the channel's online agents. Last updated: 27 September 2026
• Assignment policy and agent capacity On Settings › Organization settings › Agent Assignment, you set up the “Assignment policy” (how conversations are shared out) and “Agent capacity” (the most conversations an agent gets). This section is only in the largest plan. Last updated: 26 September 2026
• Connect your own bot to a channel (agent bot) In Settings › Workspace settings › Bots, click “Add Bot”, enter the “Bot name” and “Webhook URL”, and click “Create Bot”. Then, in the channel's settings, pick the bot in the “Bot Configuration” section and click “Update”. Last updated: 26 September 2026
• Create an automation rule Settings › Workspace settings › Automation › “Create Automation”. Choose the “Rule Name”, “Event”, “Conditions” and “Actions” and click “Create”. For example: add the “sales” label to new WhatsApp conversations and give them to the Sales team. Last updated: 26 September 2026
• Create canned responses On Settings › Workspace settings › Canned Responses, click “Add canned response”. In a conversation, use it by typing “/” and the short code. Last updated: 27 September 2026
• Instagram mesajlarına açar sözlə avtomatik cavab qurmaq Instagram-da müştərinin kurs haqqında yazdığı söz və ifadələrə uyğun avtomatik cavab qaydasının haradan yaradıldığını izah edir. Last updated: 8 October 2026
• Macros: several actions in one click Settings › Workspace settings › Macros › “Add a new macro”. Set the name and the actions (label, assignment, message, resolve and more) in order, choose “Public” or “Private” visibility and click “Save macro”. Run it from the “Macros” part of the conversation's right panel. Last updated: 26 September 2026
• Required fields before resolving a conversation On the Settings › Workspace settings › Conversation Workflow page, choose conversation attributes with “Add Attributes” in “Attributes required on resolution”. When an agent resolves a conversation and these fields are empty, they have to fill them in. Last updated: 26 September 2026
• Resolve conversations automatically On Settings › Workspace settings › Conversation Workflow, in “Auto-resolve conversations”, choose the “Inactivity duration” and the message and label to add after resolving, and click “Save Changes”. Last updated: 26 September 2026
• SLA: a rule for response and resolution time Settings › Workspace settings › SLA › “Add SLA”. Enter the “First Response Time”, “Next Response Time”, “Resolution Time” and business hours. An SLA is applied to a conversation with the “Add SLA” action in an automation rule. Last updated: 26 September 2026