Automation
Automation has two building blocks: rules (simple, one-shot) and sequences (multi-step flows), both built under Settings → Automation.
A rule matches an inbound message against a trigger (currently keyword-based — does the message contain a certain word or phrase) and performs an action, like applying a tag or starting a sequence. Rules are checked in order the moment a message arrives, before anything else.
Sequences
Section titled “Sequences”A sequence is a flow of connected blocks, built visually — drag from one block’s edge to another to connect them. Block types:
- Text — send a message
- Image — send an image
- Buttons / Quick reply — branch based on what the customer taps, each option connecting to a different next block
- Redirect — jump to another point in the flow
- Live chat — hand off to a human agent (ends automation for this conversation)
- Unsubscribe — opt the contact out of future automated sequences
A sequence can be a welcome sequence (runs automatically on a contact’s first message) or triggered by a rule.
What happens to a message once a sequence claims it
Section titled “What happens to a message once a sequence claims it”The automation engine checks, in order: is there a sequence already waiting on this contact’s next reply → is this a brand-new contact with a welcome sequence configured → does any rule match → otherwise, does the AI agent apply. Only the first thing that matches actually acts — nothing double-fires.