Automations

Automations reply in place of the team when the message is predictable, when no one is available, or when the conversation needs to be routed to the right department.

Types of automation

• Welcome message. Sent the first time a new contact writes. It introduces the business and indicates what they can ask.
• After-hours reply. When a message arrives outside operating hours, it informs the customer and collects the context of the request.
• Keyword replies. Phrases like 'hours', 'menu', 'directions' trigger pre-configured, immediate replies.
• Routing. Based on content, a conversation is assigned to the correct department (e.g. messages about bookings → reception).
• Follow-up sequences. Messages scheduled after an event: 24 hours after check-in, one week after the order, etc.

How to configure an automation

1. 1

   Define the trigger

   When it should fire: new contact, keyword, time, external event.

2. 2

   Write the message

   Use variables (customer name, date, etc.) to personalise. Keep the tone consistent with the brand.

3. 3

   Add follow-up actions

   Route to a department? Add to a list? Schedule follow-up? Automations can chain multiple actions.

4. 4

   Test with one account

   Send a real message from a test number before going live.