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An automation is when something happens, do one thing. For example: When a call is missed, text the customer. Automations live under Build → Automations. An automation is different from a workflow tool: the AI agent chooses a workflow tool during a conversation, while an automation runs because its trigger happened.

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Create an automation

1

What starts it

Select Create automation, then select the box for the event, such as Conversation or call finished or Call missed. Events are grouped under Conversations and calls, Bookings, Shopify orders, Business alerts, AI agent, and Your system (webhook). A Shopify event also needs the store; a webhook needs an event name.
2

What to do

Select the box for what to do. Only the actions that event allows are shown. Then fill in the fields that appear below. See Actions.
3

Name and review

The name fills in for you; change it if you like. Check the sentence, leave On switched on, and select Create automation.
To do two things when the same event happens, create two automations.

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Triggers

Call answered and Call missed happen on outbound campaign calls only.

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Actions

  • Send is Right away, After 15 minutes, After 1 hour, or After 1 day. On conversation automations, a delayed message is not sent if the customer replies first.
  • Columns and fields are filled from the conversation using their names, so pick names that say what you want, such as budget or move_in_date.
  • Extraction instructions belong to one automation. When another automation gives the same field its own instructions, the editor says so under the box, for example budget also has instructions in “CRM push”; the AI uses both.
  • Push conditions push only when every condition matches. A condition on a field the action no longer pulls out shows (no longer pulled out); change its field or remove it.
  • Messages can use variables, such as {{ contact.name }}. Select the variable button next to a message to see what the trigger offers.

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Alert the on-call team

Pick the Channel (SMS, WhatsApp, call, or email), then People, in order from the Team list (Agents page). The first person is alerted right away; each next person after the wait you pick, until someone replies. Select + Add a person to add someone as Alerts only without leaving the page. Keep trying until someone replies goes through everyone again, up to 3 rounds, 5 minutes apart. A reply to the text, email, WhatsApp, or call stops it. People outside their hours, or switched off in the Team list, are skipped.

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Where it runs

Conversation automations run on every campaign, inbound line, and channel, including ones you add later. To skip one place, open that campaign, inbound line, or channel, go to its Debrief tab, and switch the automation off under Automations. The automation’s Settings tab says, for example, Off on 2 places.

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The automation page

Open an automation from the list to see three tabs:
  • Settings — change its name, trigger details, and action, then select Save. While you have unsaved changes the tab reads Settings (unsaved), and closing the tab, selecting Cancel, or loading the latest version asks first. If someone else saved first, select Load the latest version to replace your unsaved changes with theirs.
  • Runs — every run with its status. Open a run to see the fields it captured and each step, Retry this step, or Stop this run.
  • Advanced — the Automation on switch, and delete the automation.
To try an automation, make a test call or send a test message on a line it runs on, then open the run on Runs. Use the On switch on the list or the Automation on switch on Advanced to pause it without deleting it.
An automation that is on runs for every matching event. Check the trigger, the people, and the message before turning it on.
Finished runs are kept for 90 days, skipped runs for 14 days.

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AI agent automations

Pick an AI agent automation in the agent’s Escalate to on-call action. The agent decides when a person is needed; the automation decides who is alerted and how. With none yet, select Create one in the action’s settings, create it in the new tab, then come back and pick it.

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Webhook automations

Send the event with a project API key that has the automations:create scope. The page shows the URL and a request you can copy.
event must equal the automation’s event name. Send contact.phone_number, contact.email, or both. Everything under variables can be used in messages, for example {{ variables.cart_total }}.

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Business alerts

The project checks every 15 minutes. A spike is when inbound calls in the last hour reach at least 3× the usual for that hour of the week, and at least 6 calls. Each spike alerts once.

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Troubleshooting

Check that the event happened and that the automation is not switched off on that campaign, inbound line, or channel. For webhooks, check that the event name matches exactly.
Open the run and read the step’s detail. Check the connection, template, inbox, number, or campaign. For on-call alerts, check that each person has a phone number or email, is switched on, and is within their hours.
The list and the automation page say why. Fix it on Settings and save; saving turns it back on. Automations that could not move at all are listed above the list; create them again. Report conditions no longer hide rows: every conversation is in the report.
  • Integrations — connect the accounts actions use.
  • Zapier — send conversations to a Catch Hook.
  • Workflow Tools — actions the AI agent can choose during a conversation.
  • API keys — create a key for webhook triggers.