Building an automation

You can build your own automation from scratch, or change one of the ready-made ones. Building automations needs Pro, and managers and above can do it.

Create an automation

Go to Settings > Automations and click Start from scratch.
Give it a Name, such as “Follow up with quiet leads”.
Choose where it Works in: one inbox or All inboxes.

Choose what starts it

Under What starts it, choose one of:

When something happens: such as a new lead, a reply, a closed thread or an event from your other systems. Choose the events, and optionally Only when certain things are true.
On a date in a contact field: such as a few days before a renewal date. Choose the Date field, how many days before or after, and the time of day.
Only when someone adds a contact: it only starts when a person adds someone by hand.

Under Start only if, add conditions that must be true, such as the lead’s source, its campaign, whether it came while you were closed, the thread’s stage or a contact field.

Add the steps

Under Steps, add what happens, in order:

Step	What it does
Wait	Waits for a time, until a time of day, or until something happens.
If / else	Takes a different path depending on conditions.
Send a message	Sends a message or a saved reply on a channel.
Create a task	Sets a task for someone, such as a call.
Assign the thread	Gives the thread an owner.
Add a tag / Remove a tag	Tags or untags the thread.
Snooze the thread	Hides it for a time.
Close the thread	Closes it with an outcome.
Reopen the thread	Brings it back.
Add a note	Adds an internal note.
Set a contact field	Fills in one of your fields.
Tell someone	Alerts a person about the thread.
Send a webhook	Tells another system.
Let the AI answer	Hands the message to the AI responder.
Use a connected tool	Does something in a system you’ve connected.

Messages can include fields such as the contact’s first name, filled in as they’re sent.

Stop early

Under Stop early when, say when someone should leave the automation, for example when they reply or the thread is closed. You can also choose how often it can run for the same contact.

Try it

Click Try it with a contact, search for a contact and click Show what would happen. You’ll see what the automation would do for them. Use Try another contact to check someone else.

Save and publish

Save draft keeps your changes without using them.
Publish and switch on (or Publish for one that’s already live) puts your changes to work.

When you publish changes to a live automation, choose whether people already in it Let them finish as they are or Move everyone to the new version.

To delete an automation, open More actions and choose Delete automation….