Automations and macros

Automations

Rules that run on their own when an event happens: conversation created, conversation updated or message created.

1. Go to Settings → Automation and click Add Automation Rule.
2. Enter the name and choose the Event.
3. Add Conditions (for example, Inbox equal to WhatsApp or Message contains "price").
4. Add Actions: assign to an agent or team, add a label, send a message, send a webhook, etc.
5. Click Create.

Macros

A macro is a sequence of actions an agent runs manually with one click on a conversation (e.g. assign to Sales + label "quote" + send canned response).

1. Go to Settings → Macros and click Add a new macro.
2. Add the actions in order and choose whether the macro is Public (all agents) or Private (only you).
3. Click Save macro.

To use it, open a conversation and look for Macros in the right panel.