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Automations let your agent take a structured action when a conversation matches your instructions. Each automation defines when it runs, which channels can use it, and what it does.

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Choose an action

Available actions include:
  • Suggested messages: show predefined reply choices and optionally hide the chat input
  • Custom button: send customers to a secure HTTPS URL
  • Collect leads: display a form and optionally notify Slack
  • Slack notification: post a message to the default or selected channel
  • Escalation: confirm a handoff and optionally stop AI replies
  • Custom action: send a GET or POST request to an external HTTPS endpoint
1

Create a draft

Select your agent, open Automations, and click Add on the capability you need.
2

Define when it runs

In General, name the automation and write clear examples of requests that should invoke it. Select the supported customer channels.
3

Configure the action

Complete the fields for the selected capability. Slack actions can use the integration’s default channel or a channel override.
4

Save and test the draft

Save the automation, then test matching and non-matching requests in the Playground. Confirm external actions use test-safe data.
5

Enable the automation

Enable the automation after its trigger and result behave as expected.
Custom actions send requests to an external service. Use HTTPS, limit credentials to the required access, and verify how the destination stores customer data.

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Understand automation limits

Your plan sets the number of automations available to an agent. The Automations page shows your current usage and opens the upgrade flow when you reach the limit.