Automation Rules (Beta)

Automations are rule-based triggers that perform actions when specific conditions are met. Unlike Flows (which are sequential conversation scripts), Automations are event-driven rules that can run in the background.

Trigger Types

• Incoming Message — Fire when a customer sends a message matching criteria
• Deal Stage Changed — Fire when a deal in a sales pipeline moves to a target stage (e.g. Qualified, Won, or Lost)
• Status Update — Fire when a message status changes (delivered, read, failed)
• Manual Trigger — Execute on demand from the dashboard
• Scheduled (CRON) — Execute on a time-based schedule

Action Steps

• Send Message — Send a text or template message
• Create Task — Automatically schedule follow-up reminders and calls linked to contacts and deals
• Create Deal — Create sales deals linked to conversations
• Update Contact — Modify contact tags or attributes
• HTTP Call — Notify an external system via webhook
• Conditional Branch — Execute different actions based on conditions

Creating an Automation

1. Navigate to Automations from the sidebar
2. Click "New Automation"
3. Select the trigger type and configure conditions
4. Add action steps in the automation builder
5. Save and activate the automation

Automation Logs

Each automation has its own logs page showing execution history, triggered actions, and any errors. Use logs to debug why an automation didn't fire as expected.

Business Hours & Out-of-Office Auto-Replies

Under Settings → Business Hours & SLA, organizations can define their operational schedule (days of the week and operating time range in IST).

• Automated Off-Hours Dispatch: When customers message your WhatsApp number outside operating hours, Chatofy automatically sends your custom Out-of-Office message.
• 24-Hour Contact Cooldown: To avoid spamming customers on multiple consecutive messages, the out-of-office response is sent at most once every 24 hours per contact.
• AI Bot Precedence: When an AI assistant or auto-reply bot is active for the organization, the AI bot handles customer inquiries first before out-of-office dispatch.