Automations Overview
Operator AI Automations allow you to trigger smart actions based on user behavior, saving time, boosting engagement, and scaling personalized interactions.
⚙️ What Are Automations?
Automations are rule-based actions inside Operator AI that:
Trigger Flows, messages, lead capture, surveys, and escalations based on specific user events.
Personalize user journeys dynamically, across any channel.
Keep your engagement always-on without manual effort.
✅ Automations are the "if this, then that" engine behind proactive and reactive conversations.
🛠️ Common Automation Triggers
New Conversation Started
Send a welcome message and trigger a lead capture Flow.
Keyword Detected
Trigger a specific Flow when a user types "Pricing" or "Support".
User Inactive for X Minutes
Re-engage idle users or escalate to agent if needed.
Tag Applied
When a user is tagged "VIP Lead", trigger special follow-ups.
Form Completed
After capturing lead details, send a confirmation or next steps.
✅ Combining triggers lets you design fully automated customer journeys.
📋 Popular Automation Examples
Lead Qualification
Start Flow when a user mentions "demo" or "pricing".
Abandoned Chat Follow-up
If user inactive for 5 minutes, send reminder.
Post-Purchase Engagement
After form submission, trigger onboarding messages.
VIP Customer Treatment
If "VIP" tag applied, fast-track to human agent.
Re-engagement Campaign
Trigger outbound messages to inactive leads after 7 days.
✅ Smart Automations = higher conversion and better support.
🧠 Best Practices for Automations
Start simple, then layer complexity
Avoid overwhelming users early.
Monitor Automation performance weekly
Tweak flows if users are dropping off.
Combine Automations with Flows and Knowledge Base
Creates a complete, responsive ecosystem.
Personalize messages based on channel
Tone, timing, and expectations differ for SMS vs. Web Chat.
Use fallback safety nets
Always have backup paths if Automations miss or fail.
✅ Strong Automations = scalable customer success.
🛟 Need Help?
Follow Automation setup guides inside this documentation.
Book an Automation Optimization Session with your Success Manager if you're on Growth or Enterprise plans.
✅ We're here to help you automate smarter.
🎯 Next Step
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