Automations

/dashboard/automations — rules that fire on platform events (not on inbound text like keywords). Use them for state-change-driven side effects.

Triggers

new_contact — first inbound from a brand-new contact
tag_added / tag_removed — specific tag transitions
status_changed — conversation status flipped to a specific value
conversation_assigned / unassigned
booking_created / booking_cancelled / booking_no_show / booking_completed
drip_enrolled / drip_withdrawn
custom_field_changed_to — custom field reached a specific value
time_idle — conversation hasn’t moved in N minutes

Conditions (optional filters)

After a trigger fires, narrow further:

Channel filter
Tag presence / absence
Custom field value
Business hours / outside hours
Conversation status

Actions

Same vocabulary as keywords + drips:

Send text / template
Start flow
Apply / remove tag
Set status
Assign to agent
Mark opted-out / subscribe
Enrol in drip / withdraw

Manual fire

The dashboard exposes “Run on contact” for each automation — lets you fire a rule on a specific contact for testing or manual ops, bypassing the trigger match (conditions still apply).

Examples

new_contact → start flow “Welcome” — pure onboarding
tag_added "vip" → assign to agent “Raj” — VIP routing
booking_cancelled → enrol in drip “Win-back” — re-engagement
time_idle 30min → set status PENDING — auto-pending stale conversations