Creating Automations

Learn how to create automations that will automatically handle common conversation scenarios and pipeline management.

Learning Resources

Quick Reference - Need a refresher? Follow the step-by-step process below.

How do I create an automation?

Open Automations
- Go to /automations or navigate to the Automations section
Click + Create Event
- This opens the automation creation interface
Name the Event
- Use a clear, descriptive name like “Wrong Phone Number” or “Engaged Intent to Buy”
Provide a Brief Description
- Write an internal reference description of what this automation does
- This helps your team understand the automation’s purpose
Select Trigger Type
- Choose between inbound message (customer) or outbound message (agent)
- Tip: Default to outbound AI for higher precision; use inbound only when you need immediate reaction to client phrases
Select ‘Event Logic’
- This is where you define when the automation should trigger
Write Detailed Event Logic
- Write a detailed description of when this event should trigger
- Provide example scenarios of what should and shouldn’t trigger it
Select ‘Actions’
- Choose what should happen when the automation triggers
Select Desired Actions
- Pick from options like moving pipeline stages, turning Auto Pilot on/off, etc.
Add Field Conditions (if applicable)
- Set any additional conditions that must be met
Set Max Transition Limits
- Decide whether this event should trigger multiple times or just once per contact
- Default: Once per contact
Select Pipeline Stages
- Choose which pipeline stage(s) where the automation should be allowed to trigger
Save and Test
- Save your automation and test it with a sample conversation with yourself

What are trigger types?

Inbound Messages (Customer Triggers):

Fires when a customer sends a message that matches your conditions
Use for immediate reactions to customer phrases
Example: Customer says “I’m interested” → Move to Engaged stage

Outbound Messages (Agent Triggers):

Fires when your agent sends a specific type of message
Higher precision and more reliable
Example: Agent sends wrong number message → Turn off Auto Pilot

How do I write good event logic?

Be Specific:

Describe exactly what words or phrases should trigger the automation
Include examples of messages that SHOULD trigger
Include examples of messages that should NOT trigger

Example Format:

Monitor the conversation for when the client shows clear buying intent.

SHOULD trigger on:
- "I'm interested"
- "Tell me more"
- "What do you have?"
- "I need a truck"

Should NOT trigger on:
- "No thanks"
- "I'm good"
- "Not right now"

What actions can I choose?

Common Actions:

Move Status: Change the contact’s pipeline stage
Enable/Disable Auto Pilot: Turn automated responses on or off
Send Message: Send a specific message to the customer
Create Task: Generate a task for your team
Update Fields: Modify contact information

Action Combinations: Most automations combine multiple actions:

Move to “Engaged” stage AND turn Auto Pilot ON
Move to “Wrong Number” stage AND turn Auto Pilot OFF
Move to “Needs Call” stage AND create a task for the team

How do I set up field conditions?

Field conditions add extra requirements that must be met before the automation triggers.

Common Conditions:

Source Status: Only trigger if contact is in specific stages like “New Contact” or “Engaged”

What are max transition limits?

This controls how often the automation can trigger for the same contact:

Once Per Contact (Recommended):

Automation only fires one time for each contact
Prevents loops and repeated actions
Best for most scenarios

Multiple Times:

Automation can fire multiple times for the same contact
Use carefully to avoid unwanted repetition
Good for ongoing monitoring scenarios

How do I choose pipeline stages?

Select which stages the automation should monitor:

Single Stage:

Automation only works when contact is in one specific stage
More precise control
Example: Only trigger “Credit Permission” automation when in “Engaged” stage

Multiple Stages:

Automation works across several stages
Broader coverage
Example: “Wrong Number” automation works in any stage

Once you’ve created your automation, make sure to test it thoroughly using the guidelines in Testing before activating it with real customers.