Automations
Events
Triggers that start your automations.
Events (triggers) determine when an automation runs. Select one trigger per automation.
Quick Overview: Choose from quote, call, or conversation events to trigger your automation workflows.
Available Events
| Event | Fires When |
|---|---|
| Quote Created | A new quote is created |
| Call Terminated | A phone call ends |
| Conversation Tagged | A tag is added to a conversation |
| New Conversation | A new inbound conversation arrives |
Quote Created appears only if quotes are enabled for your account. The conversation events appear only if conversations are enabled.
Quote Created
Fires when a new quote is created.
Use Cases
- Send recovery attempts for abandoned quotes
- Notify salesmen of high-value opportunities
- Auto-assign tasks for follow-up
- Close quotes that were never converted
Available Conditions
| Field | Description |
|---|---|
| Brand | Filter by product brand |
| Value | Quote total amount |
| State | Quote state (e.g., Open) |
| Channel | Quote origin (Email, SMS, Phone, etc.) |
| Customer ID | Customer identifier |
| Customer Branch ID | Branch identifier |
Compatible Actions
- Send quote recovery attempt
- Assign quote task
- Change quote status
- Send notification
Call Terminated
Fires when a phone call ends, whether answered or missed.
Use Cases
- Create callback tasks for missed calls
- Escalate repeated missed calls
- Track call outcomes with follow-up work
Available Conditions
| Field | Description |
|---|---|
| Direction | Inbound or Outbound |
| Status | Call result (Answered, Missed, etc.) |
Compatible Actions
- Assign task
Conversation Tagged
Fires when a tag is added to a conversation, manually or by AI.
Use Cases
- Escalate urgent conversations to managers
- Route tagged conversations to specialized teams
- Create tasks for specific issue types
- Send notifications based on conversation topics
Available Conditions
| Field | Description |
|---|---|
| Tag | Filter by specific tag |
| Channel | The connected account that received the message |
| Source | WhatsApp, SMS, Email, or Widget |
| Tagged by | Who applied the tag (Manual or AI) |
| Assigned user | Conversation assignee |
| Assigned team | Team the conversation is assigned to |
| Conversation status | Open, Pending, Snoozed, or Resolved |
Compatible Actions
- Close conversation
- Assign conversation
- Add tag
- Assign conversation task
- Send notification
New Conversation
Fires when a new inbound conversation arrives, before anyone has handled it.
Use Cases
- Close spam before it reaches the inbox
- Assign incoming messages to a specific person by subject or sender
- Tag conversations automatically based on their content
- Create a task the moment a new request arrives
Available Conditions
| Field | Description |
|---|---|
| Sender email | Address the message came from |
| Sender name | Display name of the sender |
| Message subject | Subject line |
| Message recipients | Addresses the message was sent to |
| Message CC | Addresses in copy |
| Message body | Message content |
| Channel | The connected account that received the message |
| Source | WhatsApp, SMS, Email, or Widget |
| Conversation status | Open, Pending, Snoozed, or Resolved |
| Assigned user | Conversation assignee |
| Assigned team | Team the conversation is assigned to |
Compatible Actions
- Close conversation
- Assign conversation
- Add tag
- Assign conversation task
- Send notification
Actions on this event always run immediately — there is no delay option. Because the conversation has just arrived, actions cannot be scheduled for later.
Choosing the Right Event
| If you want to... | Use this event |
|---|---|
| Follow up on quotes | Quote Created |
| Handle missed calls | Call Terminated |
| Escalate urgent issues | Conversation Tagged |
| Filter or route messages as they arrive | New Conversation |
Conversation Tagged and New Conversation offer the same actions. Use New Conversation when the decision depends on the incoming message itself, and Conversation Tagged when it depends on how the conversation was classified afterwards.