Agents & Workflows

Agents are automation workflows that handle replies, ticket routing, and scheduled messaging based on triggers and filters.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Workflows in the sidebar.
• You can also access Agents from Settings → Agents.

Settings Quick Map

• Settings → Agents: manage workflows.
• Settings Overview

Step 1: Open Agents

1. Go to Workflows in the sidebar.
2. Click New Agent.

Agent Builder Steps

• Trigger: when the agent starts.
• Filters: refine which events should run.
• Action: what happens next.
• Launch: name the agent and activate it.

Step 2: Define Triggers

• Comment created — fires when a new comment arrives on a post.
• Comment replied — fires when a reply is posted on a comment.
• Review created — fires when a new review comes in.
• Message created — fires when a new inbound message arrives. Pair with a keyword filter to trigger on a specific word or phrase (e.g., send a WhatsApp Flow template when someone messages "survey").
• Ticket created / updated — fires on ticket lifecycle events.
• Scheduled — runs at a set time and sends to all contacts matching your filter. Use this to send a WhatsApp Flow template to a contact segment on a schedule (e.g., every Monday to lifecycle_stage = customer).

Step 3: Add Filters (Optional)

• Filter by platform or account when available.
• Use keywords or sentiment to narrow triggers.
• For reviews, use rating thresholds when available.

Step 4: Choose Actions

• Reply as SIA
• Private reply
• Template reply (WhatsApp) — sends a WhatsApp template to the contact. If the template is a Flow template, the contact will see a button that opens your form. See WhatsApp Flow Forms and Template Flow Builder.
• Send email
• Create ticket
• Assign ticket
• Apply SLA
• Escalate ticket
• Add tags
• Update priority
• Update record
• Delay
• Webhook

Common Blockers & Fixes

• No triggers available: connect the relevant platform or inbox channel.
• Action not shown: some actions only appear for specific triggers.
• Agent not running: ensure it is Active.

Step 5: Activate & Monitor

• Toggle the agent to Active.
• Edit or pause the agent anytime from the list.

Tips

• Start with one agent and a single trigger — add filters gradually.
• Use sentiment and keywords to reduce false positives.
• For tickets, align categories and priorities with your SLA policies.
• Review Activity logs and iterate.

Next Steps

• Auto‑Replies with SIA
• Templates Setup
• Creating Forms
• Broadcasts Overview
• WhatsApp Flow Forms

Need Help?

Questions about workflow automation? Reach out to our Support Team or explore our FAQ section.