Triggers

  • Conversation created — a new conversation appears.
  • Visitor sends a message — any incoming customer message.
  • Conversation closed — the thread is marked closed.
  • Conversation reopened — a closed thread becomes active again.

Filters on the trigger

Filters decide which events actually start the workflow. Leave a filter empty to match any value, and combine several when a rule should be narrow: an automation can react only to WhatsApp conversations, only for leads, only while nobody is assigned, only for contacts with a chosen tag, or only when the message contains a particular word such as refund.

Actions

  • Send a message — writes a reply into the conversation, with variables such as the contact’s name available in the text.
  • Assign conversation — hands it to a chosen teammate, or deliberately leaves it unassigned.
  • Set conversation status — opens or closes the thread.
  • Add contact tag — applies a tag to the contact.
  • Send webhook — calls an external endpoint with POST, PUT, or PATCH, custom headers, and an optional JSON body.
  • Delay — pauses the workflow from one minute up to thirty days before the next step.