When, then
Every automation has the same shape: When something happens in a conversation, then do one or more things. You build it on a canvas — drag a trigger and the actions you need out of the node library, then connect them in the order they should run.
The builder tells you when the workflow is ready. A block that still needs configuration is marked, and disconnected nodes are reported before you save, so an automation cannot go live with a step that never runs.
Build the workflow
- 01
Open Automations and select New automation.
- 02
Name it and describe what it does, so a teammate reading the list later understands the intent.
- 03
Choose the trigger event and narrow it with filters such as channel, contact type, assignment, tags, or words in the message.
- 04
Add the actions, configure each one, and connect every node into a single path.
- 05
Save the automation while it is still a draft.
Activate when you are confident
A draft never runs on its own. Activate it once the copy and the filters are right, and pause it whenever you need to stop it without losing the configuration. Duplicating an automation is the quickest way to build a variant for another channel or language.