Automation

1  Access Automation Dashboard

Log into the dashboard and click ENGAGE > Automations

2  Creating Automation Rules

To create a new automation rule, follow the steps below.

Create a New Rule

1. Navigate to the Automation tab.

2. Click the Create button.

3. A Create Rule pop-up window will appear.

Rule Name

• Required field

• Minimum 2 characters

• Maximum 50 characters

Enter a clear and descriptive name so the rule can be easily identified later.

Trigger(s)

Triggers determine when the automation will run.

You can select one of the following triggers:

• New Contact Created

• New Message Received

You must also select the Channel.
For WhatsApp automation, select WhatsApp.

Condition(s)

Conditions define the criteria that must be met before the automation action is triggered.

You can choose:

• All conditions must be met (every condition must be true), or

• Any condition can be met (the rule will run if at least one condition is true).

You can add multiple conditions by clicking Add Condition.

Conditions for “New Contact Created” Trigger

When the trigger is New Contact Created, the following properties are available:

Available Properties

• Added On Date

• Contact Owner

• Country

• Email

• Last Contact Date

• Phone Number

• Segment

• Source

Added On Date

Condition options:

• After

• Between

• On

If you select After or On, a date & time selector will appear.
If you select Between, a date range selector will appear.

Contact Owner

Condition options:

• Assigned

• Is equal to

• Not assigned

If selecting Is equal to, you can choose a specific assigned user.

Country

Condition options:

• Is equal to

• Is present

• Is not present

If selecting Is equal to, another dropdown will appear allowing you to select a Locale (country).

Email

Condition options:

• Contains

• Is present

• Is not present

If selecting Contains, a text field will appear where you can enter specific text.

Last Contact Date

Condition options:

• After

• Between

• On

If selecting After or On, a date & time selector will appear.
If selecting Between, a date range selector will appear.

Phone Number

Condition options:

• Is present

• Is not present

Segment

Condition options:

• Is equal to

• Is present

• Is not present

If selecting Is equal to, a dropdown will appear allowing you to select an existing segment created in the Contacts tab.

Source

Condition options:

• Is equal to

• Is present

• Is not present

If selecting Is equal to, a dropdown will appear allowing you to select an existing source created in the Contacts tab.

Conditions for “New Message Received” Trigger

When the trigger is New Message Received, the following properties are available:

Available Properties

• Message Channel

• Message Keyword

• Message Language

• Message Received Date

Message Channel

Condition option:

• Is equal to

You can select from:

• WeChat

• WhatsApp

Message Keyword

Condition options:

• Is equal to

• Contains

You can type in the specific keyword that should trigger the automation.

Message Language

Condition option:

• Is equal to

A dropdown list of available languages will be displayed.

Message Received Date

Condition options:

• Anytime

• After

• Between

• On

If selecting After or On, a date & time selector will appear.
If selecting Between, a date range selector will appear.

Action(s)

Actions define what happens once  the conditions are met.

You can add one or multiple actions within a single automation rule. Multiple actions will run in sequence when the rule is triggered.

Click Add Action to begin.

Available Actions

• Assign to Contact Owner

• Assign to Segment

• Send a Welcome Message

Assign to Contact Owner

This action allows you to automatically assign the contact to a specific user within your environment.

• Select Assign to Contact Owner

• Choose one of the existing users from the dropdown list

This is typically used for routing enquiries to the correct team member.

Assign to Segment

This action allows you to automatically add the contact to an existing segment.

• Select Assign to Segment

• Choose one of the existing segments created in the Contacts tab

This is commonly used for audience grouping, follow-up broadcasts, or campaign tracking.

Send a Welcome Message

This action allows you to automatically send a WhatsApp message when the rule is triggered.

There are two message types available:

• Text

• Template

Next Steps

After configuring your Triggers, Conditions, and Actions, you must define what happens next.

Rule Flow Options

You will see two options:

• Continue to Next Rule

• Stop Processing

Continue to Next Rule

If selected, the system will proceed to evaluate the next automation rule in your list (if one exists).

This means multiple automation rules can run sequentially, depending on how your workflow is structured.

Stop Processing

If selected, the system will stop after this rule is executed.

No additional automation rules will be evaluated or triggered after this one.

Saving and Activating the Rule

Once configuration is complete, you have the following options:

• Close

  • The rule will not be saved.

  • All changes will be discarded.

• Save as Draft

  • The rule will be saved.

  • The automation will not be live.

  • It will not run until activated.

• Activate

  • This makes the automation rule live.

  • Once activated, the rule will begin running based on the defined trigger and conditions.