Automations & Bots

Scenario: It's 2 AM and a customer asks "What are your business hours?" — your AI chatbot answers instantly, qualifies the lead, and schedules a follow-up for the morning. No human needed.

Prerequisites

• Pro plan or higher for AI Chatbot and Autopilot
• Basic plan supports simple auto-replies only

The automation spectrum

From simplest to most powerful:

Level	Feature	What it does	Plan
1	Auto-Replies	Fixed response when you're away	All
2	Chat Flows	Decision-tree conversations	Pro+
3	AI Chatbot	Free-form AI conversations	Pro+
4	Autopilot	AI handles entire conversations autonomously	Pro+
5	Proactive Bots	AI initiates outreach based on triggers	Pro+

1. Auto-Replies (away messages)

Simple but effective:

1. Go to Settings → Auto-Replies.
2. Set your away message.
3. Choose when it triggers (always, outside hours, or custom schedule).

2. Chat Flows (decision trees)

Build guided conversations:

1. Open Chat Flows from the sidebar.
2. Click "+ New Flow".
3. Design your tree:
   • Trigger: First message, keyword match, or label-based
   • Steps: Text response, button choices, collect input, assign label
   • Exit: Hand off to human, close, or loop
4. Activate the flow.

3. AI Chatbot

Intelligent conversations grounded in your knowledge base:

1. Go to AI Chatbot settings.
2. Configure the system prompt (personality, boundaries).
3. Add knowledge base articles it can reference.
4. Set escalation rules: "If the user asks about pricing, hand off to a human."
5. Enable for specific labels or all conversations.

WARNING

The AI chatbot uses tokens from your AI allowance. Monitor usage in Settings → Billing.

4. Autopilot

Let AI handle entire conversations end-to-end:

1. Enable Autopilot in the automation settings.
2. Define the scope: which conversations (by label, segment, or all).
3. Set guardrails: topics to escalate, max messages before handoff.
4. AI reads context, composes replies, and sends — no human approval needed.
5. Use Test Mode first: AI drafts replies but waits for your approval.

5. Proactive Bots

AI initiates conversations based on triggers:

1. Open Proactive Bots settings.
2. Define triggers: time-based, event-based, or condition-based.
   • "If no reply from customer in 48 hours, send a follow-up"
   • "If new contact added with label 'Trial', send welcome sequence"
3. Configure the message (static or AI-generated).
4. Set frequency limits to avoid spamming.

Pro tips

• Test Mode is your friend — always test automations before going fully autonomous.
• Escalation keywords — configure words like "human", "agent", "help" to immediately hand off.
• Combine levels — use Chat Flows for structured intake, then hand off to AI Chatbot for free-form.
• Monitor in AI Logs — all bot actions are logged in Settings → AI Logs for audit.

Troubleshooting

Problem	Solution
Bot not triggering	Check trigger conditions and ensure the flow is activated
AI giving wrong answers	Review/update the knowledge base; refine the system prompt
Too many tokens used	Set a per-conversation token cap in autopilot settings
Bot responding to team messages	Exclude Spun Chat conversations from bot scope