Automation Flows
The Automation Flow allows you to create automatic sequences of actions within the platform, organizing communication with the customer 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 like 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
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 service
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 all the available ways, access the specific article here:
🎥Automation Flow - Ways to Trigger🔄 Where can the Flow execute?
The Automation Flow can act directly in the following modules:
Contact
Tasks
Opportunities
Services
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🧩 Structure of a Flow
1️⃣ Entry Trigger
Defines when the flow will start.
2️⃣ Conditions (If / Then)
Allow creating branches in the flow.
Example:
If message contains “quote”
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.
That is, everything needs to be true for the flow to proceed.
📌 Example:
If:
Channel is WhatsApp AND
Message contains the word “quote”
👉 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, it is enough for one condition to be true for the flow to proceed.
📌 Example:
If:
Message contains “quote” 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?
Use AND when:
You need more specific rules
You want to avoid improper executions
You are qualifying leads with multiple criteria
Use OR when:
You want to expand possibilities
You work with word variations
You are creating more flexible filters
🛠️ Combined example
You can also mix rules.
Example:
Channel = WhatsApp
AND
Message contains “quote”
OR
Message contains “proposal”
In this case: The channel needs to be WhatsApp AND, within that, it can contain “quote” or “proposal”.
This allows you to create smarter and more strategic flows.
3️⃣ Actions
These are the tasks executed automatically:
Send message
Send template (when necessary within WhatsApp's 24-hour window)
Apply or remove tag
Change department
Update custom field
Close service
Assign responsible
🧠 Special Flow Blocks
In addition to standard actions, the Automation Flow has strategic blocks that increase control and intelligence of the journey:
🔹 Field Value
Allows checking or using the value of a custom field as a condition in the flow.
Example:
If the field Customer Type is “Active”, follow to priority service.
If the field Interest is “Premium Plan”, route to the specific commercial team.
🔹 Alternator
Used to distribute services alternately among users or teams.
Example:
Automatically alternate between sellers A, B and C.
Distribute leads in a balanced way (round-robin model).
This prevents overload on a single agent.
🔹 Time Limiter
The Time Limiter controls the volume of flow execution 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 given seller
Release 5 opportunities every 2 hours
Control distribution to avoid excessive simultaneous demands
This block is ideal for:
✔️ Control lead volume ✔️ Avoid team overload ✔️ Create a strategic distribution cadence ✔️ Maintain operational balance
⏰ Automation and 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 Message Template approved by Meta.
Otherwise, the send will be blocked.
🛠️ Practical example
Scenario: Customer sends a message via WhatsApp with the word “quote”.
Flow:
Trigger: New message received
Condition: Message contains “quote”
Action:
Apply tag “Quote Interest”
Check Field Value “Region”
Use Alternator to distribute among sellers
Apply Time Limiter to control daily volume
Send automatic message
Route to Commercial 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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