Automations
Simple rules: when something happens in a chat, run an action.
An automation is a rule: when something happens in a conversation, then run an action. Automations run through the same tool firewall as everything else. Find them in the chatbot's Behaviour → Automations.
When
| Event | Fires when |
|---|---|
| Lead captured | The chatbot saved someone's details. |
| Hot lead | A lead's score reached the hot threshold. |
| Passed to a person | The conversation was handed to your team. |
| Question not answered | The chatbot couldn't answer. |
| Low confidence | It wasn't sure of its answers. |
| Meeting booked | A visitor booked a time. |
| Ticket created | A ticket was created in your help desk. |
| Conversation ended | The conversation finished. |
Then
| Action | Example |
|---|---|
| Run a tool | Create a CRM lead, post to Slack, open a ticket. |
| Send an email | A confirmation to the visitor, a note to sales. |
| Call your webhooks | Send the event to your own system. |
In fields you can use the conversation's data:
{{lead.name}} {{lead.email}} {{lead.phone}} {{lead.need}} {{lead.company}} {{conversation.intent}}Tick At most once a day to the same address so the same person never gets two emails in a day.
A good first rule: when a hot lead is detected, create a lead in your CRM and post it to your sales channel in Slack.
Lead score
Each signal in a conversation adds points to the lead's score (0–100). You set the points per signal and the hot threshold; a lead at or above it fires the Hot lead automations.
Proactive messages
The chatbot may offer help first, only by your rules: after some seconds on a page, after scrolling a share of it, when a returning visitor arrives, when someone is leaving, on pages whose address contains a word, or when a button hasn't been clicked. Set at most how many per session and a cooldown. Nothing opens by itself; visitors can dismiss the offer and the dismissal is remembered.