Skip to main content
Automations are rules under Build → Automations. A rule watches for one kind of event and runs an outcome when that event occurs. For example, a conversation can notify a teammate, a Shopify order can send a confirmation, or a webhook can add data to another system. An automation is different from a workflow tool: the AI Agent chooses a workflow tool during a conversation, while an automation runs because a saved event matched.

​
The four automation types

​
Open the automation catalog

1

Open a project

Sign in, select the organization, and open the project that owns the source event and its destinations.
2

Open Automations

Select Build → Automations. The catalog shows the rules in this project.
3

Filter when needed

Use Filter by type to show only conversation, Shopify, webhook, or escalation rules.
The list shows whether each rule is enabled. Use the toggle to pause a rule without deleting it. Open a row to edit it or view its executions.

​
Create a conversation automation

Choose Create automation → Conversation when the source is a Botcadence conversation.

​
Choose the event

The editor supports these conversation events:
  • Conversation completed — the conversation reached its end state.
  • Conversation handed over — the conversation was transferred to a human or another team.
  • Inactivity summary — the conversation became inactive and needs a summary or follow-up.
  • Answered call — a customer call was answered.
  • Missed call — a customer call was missed.
Select the narrowest event that matches the business need. For example, choose Missed call for a callback notification instead of running the rule for every completed conversation.

​
Attach the rule to the conversation source

Conversation automations must be attached to at least one relevant campaign, inbound, or channel. The editor lets you choose those sources after the event. An unattached conversation automation can be saved, but it will not run for live conversations.

​
Choose what happens

The conversation editor can:
  • Notify a customer or teammate through email, WhatsApp, Slack, or a call campaign.
  • Start a named escalation sequence.
  • Extract selected fields and send the result to a connected destination.
For customer-facing notifications, check the channel’s consent and template requirements before enabling the rule.

​
Create a Shopify automation

Choose Create automation → Shopify when a store event should start the rule.
  1. Select the Shopify integration for the store.
  2. Choose one event: Order confirmation, Order status update, Order cancelled, or Order shipped / fulfilled.
  3. Configure the notification, escalation, or data destination.
  4. Save the rule and test it with a safe order or a controlled store event.
The Shopify connection must be selected in the editor. Having Shopify connected under Integrations does not automatically create a rule.

​
Create a custom webhook automation

Choose Create automation → Custom webhook when another application is the event source.
1

Create the rule

Enter an Event key, such as cart_abandoned, and configure the outcome. The key is an exact match; capitalization and spelling matter.
2

Copy the webhook details

Save the rule and copy the generated webhook endpoint or request details from the editor.
3

Call the endpoint

Send the event key and JSON payload from your system using an API key with the automations:create scope. Do not put secrets in the payload.
The request’s event value must equal the event key in the rule. Create or manage the API key under Admin → Settings → API Keys.

​
Configure notifications and data delivery

​
Notifications

Depending on the rule, a notification can use:
  • Email — choose an email integration, subject, and body.
  • WhatsApp — choose the channel sender and an approved template with its language and components.
  • Call — choose an outbound campaign.
  • Slack — choose a Slack integration, then a member or channel and message body.
The destination is part of the rule. A connected integration is not selected automatically.

​
Post-conversation extraction

Conversation rules can extract fields after each conversation. Extracted fields are always available in the in-app report; the rule can also send them to a connected integration, Google Sheets, or Zapier. For Google Sheets, choose the spreadsheet and columns, then add extraction instructions and optional conditions. For Zapier, provide the Catch Hook destination. Conditions help prevent sending records that do not contain the information you need.

​
Build an escalation sequence

Choose Create automation → Escalation for a reusable wait-and-contact plan. Another automation or an AI Agent can start it by name. Each step has a channel, delay, and destination. Available channels are email, SMS, WhatsApp, and call.
1

Add the first step

Choose a channel and set how long to wait before it runs. The first step can run immediately or after a delay.
2

Configure the channel

Email needs a subject and body. SMS needs a Twilio number and message. WhatsApp needs an approved template and sender number. Call needs an outbound campaign.
3

Add follow-up steps

Add up to 20 steps and move them up or down. Delete a step when it is no longer part of the plan.
4

Choose repeat behavior

Turn on Repeat if no reply when the sequence should run again. Set the maximum cycles, maximum duration, and wait between cycles.
The editor accepts a delay of up to 7 days per step. Repeats can run for 1–12 cycles, up to 168 hours total, with a cycle gap from 0 to 1,440 minutes. Keep the sequence short enough that a human can take over when a customer needs help.

​
Enable, test, and pause a rule

New rules should be tested before they are enabled. Start with a narrow event, a test destination, and a controlled conversation, order, or webhook request. Check that the intended channel received the message and that the content is correct. Then turn on the rule from the catalog. Pause a rule with its enabled toggle during maintenance. Delete it only when the definition and its execution history are no longer needed.
An enabled rule can run for every matching event. Review the event, source attachment, recipients, and destination before enabling it in production.

​
Read executions

Open an automation and select its executions view. It shows the outcomes when the rule runs, including:
  • Time and status
  • Destination or recipient
  • Channel or medium
  • A detail message or error
  • The related conversation when there is one
For escalation rules, the view also shows escalation history. Use the status filter to separate successful, skipped, and failed runs.

​
Troubleshooting

Check that the event really occurred, that the event key is an exact match for webhook requests, and that a conversation rule is attached to a campaign, inbound, or channel. Also confirm that the rule belongs to the project receiving the event.
Open the rule and review its source attachments. Conversation automations without a campaign, inbound, or channel attachment do not run.
Open the execution detail and check the skip reason. Then verify the selected integration, Slack destination, WhatsApp template and sender, email fields, or call campaign.
Check the API key scope, Authorization header, event key, URL, and JSON content type. Use a key with automations:create; never send the key itself in the payload.
Review the step’s destination and channel configuration. SMS needs a Twilio number, WhatsApp needs an approved template and sender, email needs subject and body, and call needs an outbound campaign.
Look for more than one enabled rule matching the same event, or a sequence configured to repeat. Pause duplicate rules and make their filters mutually exclusive.
  • Integrations — connect the accounts used by notifications and exports.
  • Workflow Tools — actions the AI Agent can choose during a conversation.
  • Power your agent — create custom actions or MCP connections.
  • API keys — create a key for webhook triggers.