What users do here
Use Automation to:- create automation flows for supported channels
- define triggers such as new conversations, inbound messages, or webhook events
- control whether flows are active, paused, or inactive
- reuse shared templates where available
How automation is structured
Channel-aware flows
Automations are tied to channel types such as WhatsApp, Instagram, and Web Chat. That means the same workspace can run different logic depending on where the conversation starts.Trigger-driven execution
Flows begin from a trigger. Common examples include:- incoming messages
- new conversations
- no-match responses
- webhook-driven events
- Instagram-specific interaction events
Builder and templates
The section supports both direct flow creation and reusable templates. Templates are useful when you want consistent onboarding, routing, or support behavior across teams.Recommended workflow
1. Start with the business goal
Decide what the automation is supposed to do before building it. Examples:- qualify leads
- route support tickets
- send first responses
- recover missed interactions
2. Pick the right trigger
Choose the trigger that matches the real start of the process. Poor trigger selection usually causes duplicate or missing execution.3. Build the logic carefully
Keep each automation focused. One flow should usually solve one clear job instead of trying to own the entire customer journey.4. Test before going live
Run controlled tests on the correct channel before turning an automation fully active.Good operating habits
- Name automations clearly so other admins understand their purpose.
- Keep production flows active only when they are tested.
- Review execution counts and last-run behavior regularly.
- Pause or remove outdated flows instead of leaving them ambiguous.