Create an Automation
Users create automations by talking to your agent. There is no form to fill in and nothing for you to configure per automation — once the policy is on, the agent handles the rest.
This page describes what your users experience, so you can explain it, test it, and recognise it when someone asks for help.
Try it yourself
Automation is offered only to a signed-in person, and never inside the CMS preview. To try it, open your agent's public chat (QA-Web), sign in, and type something like:
"Every morning at 8, summarize yesterday's sales for me."
If the agent does not respond as below, check that the policy is on and that you are signed in.
What the agent does
1. It works out the automation
From the user's words the agent decides:
| Part | Decided from | Guide |
|---|---|---|
| Schedule | "Every day at 8", "tomorrow at 9", "every Monday", "every 2 hours" | Schedules |
| Condition (optional) | "If any is below 80%", "only when revenue exceeds 1 billion" | Conditions |
| Task | What the agent should do each time | — |
| Action | "Create a conversation for me", "send it to my WhatsApp" | Actions and WhatsApp |
| Skills (optional) | Skills of this agent that the task needs | — |
| Name | A short label, up to 80 characters | — |
The agent checks the request against the policy at this point: whether automations are on, the trigger and action are allowed, the interval is long enough, and the user has room for one more.
2. It shows what it understood
The agent then writes out its interpretation and asks the user to check it. It always includes:
- the Trigger — including the time zone, so a wrong assumption is visible;
- the Condition, if there is one;
- the Task and any Skills;
- the Action, and for WhatsApp the number in international format (for example +62 812…);
- the next three times it will run;
- any warnings from the policy.
Trigger: Every day at 08:00 (Asia/Jakarta) Condition: SLA < 80% Task: Analyze SLA and identify likely causes Action: Send WhatsApp message to +62 812…
3. The user confirms
Nothing is created until the user says yes. The confirmation has to be the user's very next message after the summary, so the agent cannot create an automation on its own initiative. If the conversation moves on first, or the user changes something, the agent shows a fresh summary instead.
Two safeguards are worth knowing about:
- The summary expires after 30 minutes. After that the agent simply prepares it again.
- For WhatsApp, the number must appear in the confirmation. The user has to see the number before agreeing, so a mistyped digit is caught before anything is sent. In a voice call the number is read out; the user then confirms with a full phrase such as "yes, create it now", because a short "yes" in a call can be an accidental reaction to background noise.
4. It is created
The agent confirms with the automation's name and when it will next run. From here on it appears on the user's Automations page — see Manage Your Automations.
Managing by conversation
The same conversation manages existing automations. Users can say:
| They say | What happens |
|---|---|
| "What automations do I have?" | The agent lists them with status, schedule, condition, action and next run. |
| "Change SLA Monitor to 7 in the morning." | A change of schedule or name is applied straight away. Changes to the task, condition, action, recipient or skills go through the same summary-and-confirm step as creating. |
| "Pause Daily Sales Brief." / "Resume it." | Applied straight away. |
| "Run the SLA Monitor now." | Runs once immediately, without waiting for the schedule. |
| "Delete the revenue monitoring." | Asks for confirmation first. |
| "How did SLA Monitor do this week?" | The agent shows the latest runs — when, status, whether the condition held, and what each action did. |
Each of these respects the What users may do switches on the policy. If, for example, editing is turned off, the agent says so.
Where automations can be created
| Channel | Works? |
|---|---|
| Web chat, signed in | Yes |
| Voice call, signed in | Yes |
| Yes. If the user gives no number, the number they are chatting from is offered as the recipient. | |
| Visitors who are not signed in | No |
| CMS preview | No |
| Group chats | No |
| Agent-to-agent calls | No |
Limits to keep in mind
| Limit | Value |
|---|---|
| Name | Up to 80 characters |
| Task | Up to 4000 characters |
| Rules in one condition | Up to 5 |
| Times per day in a schedule | Up to 24 |
| One-time run | At least 1 minute and at most 1 year ahead |
| Minimum gap between runs, active and total automations, runs per day | Set by your policy |
Next step
Read the three parts of an automation in detail: Schedules, Conditions, and Actions and WhatsApp.