Automation Flows
The Automation Flow allows you to create automatic sequences of actions within the platform, organizing customer communication in an intelligent, scalable, and standardized way.
It can be used to send automatic messages, route to departments, apply tags, update custom fields, integrate with channels such as WhatsApp and Instagram, among other actions.
📌 What is an Automation Flow?
It is a visual structure (in block format) where you define:
Triggers (when the flow starts)
Conditions (decision rules)
Actions (what the system should execute)
Logical and control blocks
It works like a “decision map”, allowing you to create personalized journeys for your contacts.
🚀 What is it for?
You can use the Automation Flow to:
Initial automatic support
Automatic distribution by department
Application of strategic tags
Updating custom fields
Sending messages outside business hours
Lead qualification
CRM integration
Contact nurturing
Lead volume control
⚙️ How to access
You can access it in two ways:
Menu >> Relate >> Automation Flow
or
Type Automation Flow in the field Find services.
▶️ Ways to start a Flow
There are several ways to start an Automation Flow, such as:
Segment
Manually
Via automation (SAC, CRM, Chatbot, Extra Webhook Actions and Form)
📎 To learn about all the available ways, access the specific article here:
Automation Flow - Triggering Methods🔄 Where can the Flow run?
The Automation Flow can act directly in the following modules:
Contact
Tasks
Opportunities
Support tickets
To correctly define where the flow will be executed, we use the Automatic Selector, which determines the context of the automation.
📎 Learn more about how to configure the Automatic Selector in this article:
Automatic Selectors🧩 Flow Structure
1️⃣ Entry Trigger
Defines when the flow will start.
2️⃣ Conditions (If / Then)
Allow branching in the flow.
Example:
If message contains “budget”
If channel is WhatsApp
If contact already has a certain tag
If custom field has a certain value
🔀 Conditionals with AND and OR
Within the Automation Flow, you can combine multiple conditions using the logical operators AND and OR.
Understanding the difference between them is essential to create correct rules.
🔹 Conditional with AND
The condition will be true only if ALL rules are met at the same time.
In other words, everything must be true for the flow to proceed.
📌 Example:
If:
Channel is WhatsApp AND
Message contains the word “budget”
👉 The flow will only continue if both conditions happen together.
If only one of them is true, the flow will not follow that path.
🔹 Conditional with OR
The condition will be true if at least one of the rules is met.
In other words, one condition is enough for the flow to proceed.
📌 Example:
If:
Message contains “budget” OR
Message contains “price”
👉 The flow will continue if the customer writes any of these words.
🎯 Practical comparison
Situation
Result with AND
Result with OR
Two true conditions
Executes
Executes
Only one true condition
❌ Does not execute
✅ Executes
None true
❌ Does not execute
❌ Does not execute
🧠 When to use each one?
Use AND when:
Need more specific rules
Want to avoid improper executions
Are qualifying leads with multiple criteria
Use OR when:
Want to expand possibilities
Work with word variations
Are creating more flexible filters
🛠️ Combined example
You can also mix rules.
Example:
Channel = WhatsApp
AND
Message contains “budget”
OR
Message contains “proposal”
In this case: The channel must be WhatsApp AND, within that, it can contain “budget” or “proposal”.
This allows you to create smarter and more strategic flows.
3️⃣ Actions
They are the tasks performed automatically:
Send message
Send template (when necessary within the 24-hour WhatsApp window)
Apply or remove tag
Change department
Update custom field
Close support ticket
Assign owner
🧠 Special Flow Blocks
In addition to the standard actions, the Automation Flow has strategic blocks that increase the control and intelligence of the journey:
🔹 Field Value
Allows you to check or use the value of a custom field as a condition in the flow.
Example:
If the field Client Type is “Active”, proceed to priority support.
If the field Interest is “Premium Plan”, route to the specific sales team.
🔹 Switcher
Used to distribute support interactions alternately between users or teams.
Example:
Automatically alternate between salespeople A, B and C.
Distribute leads evenly (round-robin model).
This prevents overload on a single agent.
🔹 Time Limiter
The Time Limiter controls the flow execution volume over time.
A time limiter can:
Delay the passage of Leads
Allow only a limited number of executions
Release new executions every X hours or X days
Practical example:
Allow only 10 leads per day for a certain salesperson
Release 5 opportunities every 2 hours
Control distribution to avoid an excess of simultaneous demands
This block is ideal for:
✔️ Control lead volume ✔️ Avoid team overload ✔️ Create a strategic distribution cadence ✔️ Maintain operational balance
⏰ Automation and the WhatsApp 24-hour Window
When using the WhatsApp channel, it is important to remember:
Within the 24-hour window: it is possible to send free-form messages.
Outside the window: it is mandatory to use Approved Message Template by Meta.
Otherwise, sending will be blocked.
🛠️ Practical example
Scenario: Customer sends a message via WhatsApp with the word “budget”.
Flow:
Trigger: New message received
Condition: Message contains “budget”
Action:
Apply tag “Budget Interest”
Check Field Value “Region”
Use Switcher to distribute between salespeople
Apply Time Limiter to control daily volume
Send automatic message
Route to Sales Department
Result: service organized automatically, with intelligent distribution and volume control.
🎯 Best practices
✔️ Start with simple flows ✔️ Name each step well ✔️ Use tags to organize your database ✔️ Always test before publishing ✔️ Avoid very long and confusing flows ✔️ Document the internal logic
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