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Automations available for Conversations

Automations can use Conversations message activity as a trigger and can send messages or add system messages in a conversation. Start from a pre-made template, such as a welcome message or auto-response, or build your own workflow.

Examples to try​

  • Send an automatic welcome message when you create a new account
  • Alert users when their shopping cart updates with an offer to help
  • Thank customers automatically after they make a payment
  • Schedule regular business review reminders with your booking link

Get started with pre-made templates​

Start with these automation templates and customize them to fit your needs:

  • Welcome message: Automatically greet new accounts
  • Sales activity tracking: Log every customer interaction from your team
  • Auto-response: Set clear expectations about response times when customers reach out

Triggers​

Start your automation workflow with these Conversations-related triggers:

  • Message activity with an account:
    • Any message sent or received in a conversation
    • Outgoing messages from your team
    • Incoming messages from external contacts

Actions​

Your automation can perform these Conversations-related actions:

  • Send a message
    • Automatically respond in conversations with personalized messages
    • Messages appear from the assigned salesperson or your company name
    • Include dynamic fields to customize content for each recipient
  • Add system messages
    • Display status updates or event logs in the chat
    • Visible to all conversation participants
    • Note: System messages don't trigger notifications

Importance of rate-limiting​

Since messaging can generate many events quickly, use the Rate Limiter step to control how often your automations run:

Example: When tracking sales team outreach, you can:

  • Log the first message as a sales activity
  • Wait for a quiet period (like 24 hours) before logging the next activity

Useful actions to combine with Conversations​

Combine your messaging automations with these additional actions:

  • Update account "hotness" levels
  • Create follow-up tasks
  • Add account tags
  • Log sales activities to track team outreach
  • Send notifications to team members

Frequently asked questions​

How do I run an automation based on Conversations activity?

Use the Message activity with an account trigger. It can start your automation on any message sent or received in a conversation, on outgoing messages from your team, or on incoming messages from external contacts.

Can an automation send a personalized message in a conversation?

Yes. The Send a message action responds in conversations with messages that appear from the assigned salesperson or your company name. You can include dynamic fields to customize the content for each recipient.

Do system messages added by an automation send notifications?

No. System messages display status updates or event logs in the chat and are visible to all conversation participants, but they don't trigger notifications.

How do I stop an automation from running on every message?

Add a Rate Limiter step to control how often the automation runs. For example, log the first message as a sales activity, then wait for a quiet period such as 24 hours before logging the next one.