Chat Automation Workflows

A. Chat Keyword Trigger Automation

Configure keywords that trigger automatic messages or chatbots

Steps to create chat trigger automation

• Go to Chat Trigger Settings
• Click on Create Trigger

• Add Keyword(s)
  
  Add relevant keyword or multiple keywords to trigger a particular action
• Select the Matching Strategy
• • Exact Match (Message exactly matches keyword - case insensitive)
  • Starts With (Message starts with keyword - case insensitive)
  • Contains (Message contains keyword - case insensitive)

• [Optional] Additional Where Condition

Configure additional conditions that should match for this rule to be executed

• Add Action(s)

Configure the actions to be undertaken if matching keywords are found

• Take Action List
• • Assign to chatbot (to assign a chatbot)
  • Update linked process (to update a lead field using regex)
  • Assign chat (to assign a chat to a user)
  • Extract Data And Update Chat (to extract data using regex and update chat field)
  • Update chat inbox (update the chat inbox for the chat )
  • Update linked object like Lead, etc. (to update lead fields)
  • Send chat message (to send a chat message)

The Chat Trigger is complete. The configuration may look something like this.

B. Advanced Chat Automation

Configure advanced settings for chats:

Use Cases:

1. To Customize Open Chat, Closed Chats and Chat Re-Open actions
2. To Create a New Chat for every template message sent

How to Configure?

• Go to Advanced Setting in Chat Settings
• Configure below settings to enable Advanced Chat Settings

Re-open chat on new inbound message

By default, when a new inbound message is received, if there are no open chat for a given customer, then a new chat session is created. But if this is enabled, then first we will try to re-open the latest existing chat session for the customer

Create chat when a new WhatsApp template message is sent

By default, when a new WhatsApp template message is sent, if there are no open chat for a given customer, then a new chat session is created. But if this is enabled, then a new chat session is created for the customer

C. Custom Chat Automation

Configure custom automations for chat

Steps to configure custom chat automation:

• Go to Chat Settings - > Custom Automations
• Click on + New Automation Rule

• Add a Name and choose the Trigger Event Type. Chose the event that will trigger this lifecycle rule
• • After Chat Creation
  • After Chat Updation

• In the Triggering Event node, click on Edit _ 🖊_ on the right top
• The Default Trigger is Chat Updation. To Add additional filter rules configure the Event

• Next, click on + Add Action
• In the Take Action node, click on Edit _ 🖊_ on the right top

• Choose the appropriate action
• Save the Chat automation configuration and make the automation Active

The Customer Chatbot Automation is Active now.

D. Auto Reply Chatbot

Use the Auto reply chatbot configuration to automatically trigger a chatbot for a NEW chat creation

How to configure auto reply chatbot?

• Go to WhatsApp Setup > More
• In the Auto reply chatbot field, choose a chatbot to trigger on new chat creation
• Save the configuration

E. Chat Automation Triggers

• Go to Chat Automation
• Choose an appropriate Chat Automation Rule. Configure automation for default chat scenarios.

1. When a new chat session is opened during off-business hours:
   > This automation will be triggered when a customer messages your business number
   > During off-business hours (as configured in Business Hour Settings)
   > & a new chat session is opened.
2. When a new chat session is opened:
   > This automation will be triggered when a customer messages your business number and a new chat session is opened.
   > If the off-business hours configuration (1) is also added, then this automation will be triggered only during business hours.
3. When customer sends a message during off-business hours and no keyword based chat trigger is invoked:
   > Triggered during Off-Business hours only
   > NO Keyword-based trigger invoked
   > This automation is useful to setup an automated chatbot like a ticket booking bot.
4. When customer sends a message and no keyword based chat trigger is invoked:
   > Triggered during business hours
   > NO Keyword-based trigger is invoked
   > This automation is useful to setup an automated chatbot like a ticket booking bot. > If the off-business hours automation (3) is also configured, then this automation will be triggered only during business hours.

Next,

• Click on Take Action and choose Assign to Chatbot

• Choose the desired Chatbot/User/Inbox to be assiged