Build trigger-based message flows
Every automation has a trigger (what starts it), an optional goal (an early finish line) and a list of steps (what happens, in order). A typical automation looks like this: Trigger Lead Created → Wait 5 minutes → Send WhatsApp Template "welcome_message" → Wait 1 day → Send WhatsApp Template "follow_up_day1" → Update Lead Status to Contacted.
A contact leaves the automation when they finish the last step, when they reach the goal you set, when a step condition says to stop, or when you stop their enrollment by hand.
| Trigger | When it fires |
|---|---|
| Lead Created | A new lead is created. The lead's phone number is enrolled. |
| Contact Created | A new contact is added, including through a CSV import. |
| Order Created | A new order is placed. You can use the order number and total in your messages. |
| Order Status Changed | An order moves to the status you pick: new, confirmed, processing, shipped, delivered, cancelled or refunded. |
| Payment Received | A payment is marked as paid. Good for thank-you messages and receipts. |
| Cart Abandoned | Someone starts checkout on your store but doesn't finish. Put a delay on step 1 (for example 60 minutes). The enrollment is cancelled automatically if they complete the order. |
| Order Placed (COD) | A Cash on Delivery order is placed, either on Shopify or over WhatsApp. Useful for asking customers to confirm before you dispatch. |
| Custom Date Field | A number of days before or after a date saved on a contact, lead or order, such as 3 days before an EMI due date or on a renewal date. |
| Manual Only | No automatic trigger. You enroll people yourself. |
Once an automation has been saved, a 5 · Webhook trigger section also appears in the builder. With it, another system (like your website form or a tool such as Zapier) can enroll contacts. Click Generate key, then share the key and the Copy URL + key details with your developer. See API & developer access.
| Action type | What it does |
|---|---|
| Send WhatsApp Template | Sends an approved template. Map each {{1}}, {{2}} in the template to a token or a fixed value under Variable mapping. This works at any time. |
| Send Session Message | Sends free text. It only goes out inside WhatsApp's 24-hour customer window, so use a template step for anything later. |
| Notify Agent | Sends an internal alert to your team, not to the customer. There's no WhatsApp cost. |
| Update Lead Status | Sets the lead to New, Contacted, Qualified, Closed or Lost. |
| Add Tag | Adds a tag to the contact (for example interested) so you can segment them later. |
| Wait (pause) | Only adds a delay before the next step. |
Tokens such as {{contact.name}}, {{contact.phone}}, {{lead.status}}, {{order.order_number}} and {{order.total}} are replaced with each person's real details when the message sends. Click a token chip to insert it. Use + New field to create your own field, like a loan amount. The value has to be saved on the contact, lead or order first, for example through Contacts or a CSV import.
Conditions (optional): each step can check a field before it runs, like "Lead status equals Qualified". Under If condition matches, choose Skip this step, Stop automation or Continue anyway.
A/B split: on template and session message steps, switch on Split test this step (A/B) to randomly send version A or B. The Variant A weight % sets the split, and Variant B gets the rest.
| Setting | What it controls | Default |
|---|---|---|
| Quiet hours start / end | No messages are sent inside this window. Use hours on a 24-hour clock, in IST. | 22 to 8 (10pm–8am) |
| Max msgs / day | The most messages one person can get from this automation in a day (1–20). | 3 |
| Repeat | Re-runs the whole sequence from step 1: None, Daily, Weekly or Monthly. | None — run once |
| Re-enrollment | Whether the same contact can go through again: Never, Always, or After N days. | Never |
Each automation appears as a card showing its status (All, Active, Draft or Paused tabs let you filter), trigger, number of steps, how many contacts are enrolled and completed, and its goal. The top of the page shows Total automations, Active, Enrolled contacts and Messages sent today. The card buttons do the following:
- Enroll: add people by hand. Choose Search & select contacts, Paste phone numbers, All contacts with group/tag, All contacts with tag (automation tags), All leads with status or Enroll by date field, then pick a Start date.
- Analytics: total enrolled, completion rate, goal rate, average completion time, messages sent, delivery rate, a last-7-days chart, step performance, A/B results and revenue attributed over the last 30 days. Daily figures are filled in overnight.
- Logs: the Logs tab lists every step run (Executed, Skipped, Failed, Condition Skip, Condition Stop) with any error. The Enrollments tab shows each person's current step and next due time, and lets you stop an individual enrollment.
- Pause / Activate: stop or restart one automation. While any automation is active, a Pause all button appears at the top as an emergency stop.
- Delete: removes the automation with its steps, enrollments and logs. This can't be undone.
Once automations have completed enrollments, a Top performing table ranks them by goal rate, messages sent and revenue attributed.
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