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.

Available Actions

Send Quote Recovery

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

Parameter	Description
Delay	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 trigger only

Assign Task

Create a task and assign it to a user.

Parameter	Description
Delay	Minutes to wait before creating
Task Type	Category of task
Assignee	Who receives the task (Salesman, Creator, or specific user)
Title	Task title
Due in Minutes	When the task is due

Availability: All triggers

Change Quote Status

Automatically update a quote's status.

Parameter	Description
Delay	Minutes to wait before changing
Status	The new status to apply
Only Shared	Only affect quotes that were previously shared

Availability: Quote Created trigger only

Send Notification

Send an in-app notification to a user.

Parameter	Description
Delay	Minutes to wait before sending
Recipient	Who receives the notification (Salesman, Creator, or specific user)
Subject	Notification title
Message	Notification content

Availability: Quote Created, Order Created, Call Terminated, Customer Created

Send Conversation Notification

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

Parameter	Description
Delay	Minutes to wait before sending
Recipient	Who receives the notification (Conversation Assignee or specific user)
Channel	Notification delivery method (Email, In-App, or Both)
Subject	Notification title (supports merge tags)
Message	Notification content (supports merge tags)

Availability: Conversation Tagged trigger only

Assign Conversation Task

Create a task linked to the conversation's customer.

Parameter	Description
Delay	Minutes to wait before creating
Task Type	Category of task
Assignee	Who receives the task (Conversation Assignee or specific user)
Title	Task title
Due in Minutes	When the task is due

Availability: Conversation Tagged trigger only

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.

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}}`	Channel (WhatsApp, Email)
`{{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)

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, Assign Task, Change Quote Status, Send Notification
Order Created	Assign Task, Send Notification
Call Terminated	Assign Task, Send Notification
Customer Created	Assign Task, Send Notification
Conversation Tagged	Send Conversation Notification, Assign Conversation Task