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Automation

Automation handles messages and conversations for you, without an agent doing it manually — auto-replies, keyword responses, and routing rules. You build and manage these from the Automation area in the left navigation.

The automation list

Automation lists everything you've set up, each with its name, status (Active or Paused), type, the channels it runs on, and last activity. You can search and filter by status, channel, and date, and pause/resume or edit any automation from its row menu (⋯).

To create one, click New Automation and pick a type.

Automation types

Creating a new automation is a short wizard: 1. Automation type → 2. Triggers & response. The available types are listed below.

Available now

  • Auto assign — automatically assign new conversations and messages to the right inbox, team, or person (for example route a specific incoming number to a particular inbox). Covered in Auto-Assign.
  • Autoresponder — automatically reply to incoming messages based on rules, most often for after-hours or out-of-office acknowledgements. Covered in Auto-Responders.
  • Keyword campaign — reply automatically when a contact texts a specific keyword (e.g. SALE, HELP, HOURS), and optionally add them to a list. Covered in Keyword Campaigns.

Coming soon

These appear in the New Automation menu but aren't available yet:

  • Open or Close conversations — automatically close or reopen conversations after some time or action.
  • Ask for contact name — ask new contacts for their details and save them to the profile.
  • Feedback collection — request feedback after a conversation ends.
  • Drip campaign — send scheduled messages over a period of time.
  • AI agent — let AI handle conversations based on your business rules and data.

The three live automation types

Each available type has its own guide:

  • Auto-Assign — route incoming conversations to the right inbox or person.
  • Auto-Responders — time-based automatic replies (e.g. after-hours).
  • Keyword Campaigns — reply to specific keywords and add contacts to lists.