Automations

Actions

Define what happens when automations trigger.

Actions define what happens when the trigger fires and conditions are met. Add multiple actions to a single automation.

Quick Overview: Chain multiple actions together with delays to create powerful automated workflows.

Adding Actions

Click + Action in the Actions section
Select the Action Type
Configure action parameters
Set an optional Delay (minutes) before execution

You can add multiple actions to a single automation. Actions execute in the order they appear.

Actions on the New Conversation event have no delay option — they always run immediately.

Quote Actions

Send quote recovery attempt

Attempt to convert an open quote by resending it to the customer.

Parameter	Description
Delay (minutes)	Minutes to wait before sending
Only shared	Only affect quotes that were previously shared

Use multiple recovery actions with different delays to create follow-up sequences (e.g., 1 hour, then 3 hours, then 24 hours).

Availability: Quote Created

Assign quote task

Create a task linked to the quote.

Parameter	Description
Delay (minutes)	Minutes to wait before creating
Task type	Category of task
Assigned to	Customer Salesman, Creator, or a specific user
Title	Task title
Due (minutes)	When the task is due

Availability: Quote Created

Change quote status

Automatically update a quote's status.

Parameter	Description
Delay (minutes)	Minutes to wait before changing
State	The new state to apply
Only shared	Only affect quotes that were previously shared

Availability: Quote Created

Send notification

Send an in-app notification about a quote.

Parameter	Description
Delay (minutes)	Minutes to wait before sending
Recipient	Customer Salesman, Creator, or a specific user
Subject	Notification title
Message	Notification content

Availability: Quote Created

Call Actions

Assign task

Create a task after a call ends.

Parameter	Description
Delay (minutes)	Minutes to wait before creating
Task type	Category of task
Assigned to	Creator, or a specific user
Title	Task title
Due (minutes)	When the task is due
Conditional actions	Optionally choose "Complete the task if the call is recovered", so the task closes itself once the customer is reached

Availability: Call Terminated

Conversation Actions

These five actions are available on both conversation events — Conversation Tagged and New Conversation.

Assign conversation

Assign the conversation to a user.

Parameter	Description
Delay (minutes)	Minutes to wait before assigning
Assigned to	Conversation Assignee, or a specific user

Assigned to takes one person only. If you need several people alerted, use Send notification, whose Recipients field accepts multiple users.

An automation that assigns a conversation overrides the channel's assignment rules. Once an automation sets an assignee, the conversation stays with that person and does not rotate to the next agent.

Availability: Conversation Tagged, New Conversation

Add tag

Add a tag to the conversation.

Parameter	Description
Delay (minutes)	Minutes to wait before tagging
Tag	The tag to apply

The tag is added to the conversation and recorded in its history. It is not added to the customer record.

A tag applied this way does not trigger Conversation Tagged automations. This prevents automations from triggering each other in a loop.

Availability: Conversation Tagged, New Conversation

Close conversation

Resolve the conversation and close the thread.

Parameter	Description
Delay (minutes)	Minutes to wait before closing

Availability: Conversation Tagged, New Conversation

Assign conversation task

Create a task linked to the conversation's customer.

Parameter	Description
Delay (minutes)	Minutes to wait before creating
Task type	Category of task
Assigned to	Conversation Assignee, or a specific user
Title	Task title
Due (minutes)	When the task is due

Availability: Conversation Tagged, New Conversation

Send notification

Send an email or in-app notification about a conversation.

Parameter	Description
Delay (minutes)	Minutes to wait before sending
Recipients	Conversation Assignee, or one or more specific users
Notification channel	In-app & Email, In-app only, or Email only
Subject	Notification title (supports merge tags)
Message	Notification content (supports merge tags)

Availability: Conversation Tagged, New Conversation

Action Delays

Actions can be delayed to run at a specific time after the trigger.

Delay	Effect
0 minutes	Run immediately
60 minutes	Run 1 hour after the trigger
240 minutes	Run 4 hours after the trigger
1440 minutes	Run 24 hours after the trigger

Delayed actions check conditions again before executing. If conditions are no longer met (e.g., the quote was already converted), the action will be skipped.

Use Delays To

Space out multiple recovery attempts
Allow time for manual handling before automation kicks in
Send reminders at appropriate intervals
Avoid overwhelming customers with rapid messages

Merge Tags

Merge tags allow you to include dynamic content in notification subjects and messages. They are replaced with actual values when the notification is sent.

Merge tags work only in the Subject and Message of the conversation Send notification action. Elsewhere — task titles, for instance — they are left as written.

Available Merge Tags

Tag	Description
`{{tag.name}}`	Name of the tag that was applied
`{{tag.color}}`	Color of the tag
`{{tag.description}}`	Description of the tag
`{{thread.ticket}}`	Conversation ticket number
`{{conversation.title}}`	Conversation title
`{{conversation.source}}`	Source (WhatsApp, SMS, Email, Widget)
`{{conversation.status}}`	Current conversation status
`{{conversation.contact_value}}`	Contact's phone or email
`{{assigned_user.name}}`	Name of the assigned user
`{{tagged_by_user.name}}`	Name of the user who applied the tag
`{{tagged_by_type}}`	How the tag was applied (manual or ai)

The tag merge tags — {{tag.name}}, {{tag.color}}, {{tag.description}}, {{tagged_by_user.name}} and {{tagged_by_type}} — only have a value on the Conversation Tagged event. On New Conversation there is no tag yet, so they come out empty.

Example Usage

Subject: New {{tag.name}} conversation via {{conversation.source}}

Message: A conversation has been tagged as {{tag.name}}. Ticket: #{{thread.ticket}}. Tagged by: {{tagged_by_user.name}}.

Actions by Trigger

Trigger	Available Actions
Quote Created	Send quote recovery attempt, Assign quote task, Change quote status, Send notification
Call Terminated	Assign task
Conversation Tagged	Close conversation, Assign conversation, Add tag, Assign conversation task, Send notification
New Conversation	Close conversation, Assign conversation, Add tag, Assign conversation task, Send notification

Best Practices

Chain Actions with Delays

Create effective follow-up sequences:

Send recovery immediately (0 min)
Send reminder after 1 hour (60 min)
Send final reminder after 3 hours (180 min)
Change the quote status after 24 hours (1440 min)

Use Appropriate Recipients

Customer Salesman: The user assigned to the customer
Creator: The user who created the quote
Conversation Assignee: Whoever currently holds the conversation
Specific user: A designated person for escalations

Write Clear Task Titles

Include context in task titles:

"Follow up on quote #123 - High value"
"Call back missed call from Customer"
"Review urgent conversation"

Set Realistic Due Times

Urgent items: 30-60 minutes
Same-day follow-up: 240 minutes (4 hours)
Next-day follow-up: 1440 minutes (24 hours)

Next Steps

Templates

Use pre-built automations.

Examples

See complete automation recipes.

Conditions

Filter when automations should execute.

Templates

Pre-built automations to get started quickly.