Create and Use Automation Flows

Automation handles repetitive support work such as greetings, assignment, keyword replies, and timeout reminders.

Create a flow

1. Open “Automation”.
2. Click “Create Flow”.
3. Add a trigger that defines when the flow starts.
4. Add conditions when different scenarios need different paths.
5. Add one or more actions, such as sending a message or assigning an agent.
6. Enter a flow name and click “Save”.

Understand flow nodes

• Trigger: Starts the flow when an event occurs.
• Condition: Checks customer or conversation data and selects a branch.
• Action: Sends a message, assigns an agent, or performs another operation.

Bind the flow to a channel

After saving, associate the flow with the relevant chat plugin or channel. An unbound flow will not run.

Test before production

Bind the flow to a test plugin first. Verify triggers, messages, and every branch before using it on a production channel.

Examples

• Configure an automatic greeting
• Create an FAQ automation flow