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Automation & AI
Automations
BetaSimple trigger → condition → action rules — the fast way to handle a routine reply without building a full Flow.
An automation is one trigger, an optional set of conditions, and one or more actions that run in order. For anything with multiple branching steps — a menu, a multi-turn conversation — reach for Flows instead; automations are built for single, direct rules.
Triggers
| Trigger | Fires when |
|---|---|
| New message received | Any inbound WhatsApp message arrives. |
| First message from contact | A contact's very first message comes in. |
| Keyword match | An inbound message contains — or exactly matches — one of your chosen keywords. |
| New contact created | A brand-new contact is created from an inbound message. |
Conditions
Narrow when an automation should actually act, beyond just its trigger firing:
- Tag presence — the contact does or doesn't carry a given tag.
- Contact field — a field on the contact equals a value.
- Message content — the inbound text contains a given phrase.
- Time of day — only within (or outside) a set time range, including ranges that cross midnight.
Actions
| Action | What it does |
|---|---|
| Send message / Send template / Send buttons | Reply with text, a template, or a quick-reply button set. |
| Add tag / Remove tag | Change the contact's tags. |
| Assign conversation | Hand the thread to a teammate. |
| Update contact field | Write to name, email, company, marketing opt-out, or a custom field. |
| Create deal | Open a new deal. |
| Wait | Pause before continuing to the next action. |
| Condition (if / else) | Branch the remaining actions. |
| Send webhook | POST a message to a URL of your choice. |
| Close conversation | Mark the conversation closed. |
A message or webhook action can include the inbound message text via {{message.text}}, or a value you captured earlier in the same run via {{vars.<key>}}.
AI and automations don't double-reply
If an active automation would respond to a message (or its keyword actually matches), your AI agent stands down on that message rather than sending its own reply too.