Auto Actions

Open Smart Agent → Auto Actions. Each flow is one trigger (when this happens) followed by one or more actions (do that). Build it on the canvas, save, and it runs on its own from then on.

• Turn a flow off without deleting it. Conversations it already changed are not reverted.
• Every new business starts with a spam rule: when spam is detected, the chat moves to the Spam tab and the Agent stops replying. Turn it off and spam stays in your inbox with the Agent still answering.

In the conversation

• The conversation reaches a message count
• The customer sends media
• The customer says a keyword
• The customer says something you describe

Events

• A new conversation opens, or one comes from an ad
• The interest level changes, or the engagement score crosses a number
• The customer's language is detected
• The customer places an order, an order reaches a status, or a draft order fails to confirm
• A support ticket is opened, or spam is detected

On a timer

• The customer goes quiet
• Nobody answers a chat on a human desk
• An order sits in a status too long
• The 24-hour reply window is closing

The "customer says something you describe" trigger takes a sentence instead of keywords, for example "the customer says their parcel arrived damaged". The Agent checks every new message against it, in any language, before it replies.

• Write between 5 and 300 characters. Describe the situation, not the words.
• Up to 10 of these rules can be on at once per business.
• It is only checked while the Agent is answering the chat, so it can never hand a stopped or taken-over chat back to the Agent.

• Silence: hand over to a human, stop the Agent, move to the Spam tab, block the conversation.
• Organise: assign to a team member or share out between the team, unassign, add or remove tags, set the interest level, add a note.
• Notify: notify the team or one person, or send the customer a message.
• Operations: send the order to the carrier, flag the order for verification, open a support ticket, queue for the next promo, send a conversion to Meta.
• Conversation state: let the Agent respond again, hand the chat back to the Agent, archive, close, pin, mute, mark as read.

Under "Add conditions or limits", narrow when a flow runs:

• Only on certain channels, only from an ad or only organic, only customers who have not ordered yet, only orders over an amount.
• Only inside or outside certain hours and days.
• Skip conversations by their status, or by the status of their order, so a buyer is never cut off.
• Stop after a number of runs, and wait a number of hours between runs.

Your plan sets how many flows a business can have. A flow counts once, however many actions it has. The meter at the top of the tab shows how many you have left.