How to Set Up Automations

Open Automations

Go to Automations. As the page explains: “Automations can perform various actions when new messages arrive based on certain conditions that you specify” — e.g. auto-respond, add contacts to lists, tag contacts.

Existing automations are listed with their Trigger Type, Condition, Action, and a Status toggle to switch each one on or off. Click a row to edit it, or the trash icon to delete. Click Add Automation to create a new one.

Name it & choose a trigger

Give the automation a Name (up to 30 characters), then pick a Trigger Type — what makes it run:

• New message received — fires when an incoming message matches your keywords. The everyday choice for keyword auto-replies and routing.
• Customer not responding — fires when a customer goes quiet for a set number of minutes (a follow-up nudge after your bot’s last message).
• Contact updated (API Only) — fires when a contact is updated via the API and gains certain tags or lists.

Set the condition

The condition depends on the trigger you chose:

• New message received → choose matches keywords (phrase match) (the message contains the keyword) or matches keywords (exact match) (the message is the keyword), then enter your Keywords (comma separated) — e.g. price, pricing, cost.
• Customer not responding → set Minutes with no response, an optional “Send reminders for this phrase” (only nudge when the bot’s last message contained this text), and “Never send reminders for these phrases” (skip the nudge after certain messages — e.g. a handoff or goodbye line).
• Contact updated (API Only) → choose Tags assigned or Lists assigned, then select which tags/lists should trigger it.

Choose the action

Pick an Action Type — what happens when the automation fires. For a New message received trigger you can choose:

• Send message — auto-reply with your Message Text (up to 1,024 characters; supports *bold*, _italics_, ~strikethrough~ and ```code```).
• Tag contact / Untag contact — add or remove tags (great for routing — e.g. tag “sales” so the right agent picks it up).
• Add to list / Remove from list — manage list membership.
• Subscribe / Unsubscribe — update opt-in status (e.g. unsubscribe on “STOP”).
• Assign team member — hand the conversation to a specific agent — a simple way to route a chat from your Botpress or Voiceflow bot to the right human.

(The Customer not responding and Contact updated triggers use the Send message action.)

Activate, save & manage

Leave Activate on save on to switch the automation live immediately (or off to save it as inactive), then click Save. It appears in your automations list.

• Turn on/off any time with the Status toggle in the list.
• Edit by clicking the row; Delete with the trash icon (confirm “Are you sure you want to delete this automation?”).