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An automation is a flow: something happens (trigger), then steps run in order (blocks). Unlike an AI agent, it is deterministic — the same input always produces the same path.

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Automation or AI agent?

They combine well: an agent handles the conversation and calls an automation as a tool when it needs something done.

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Building one

Automation → New automation.
1

Pick a trigger

What starts it. See Triggers and actions.
2

Add blocks

Drag from the palette, grouped as Messaging, CRM and Flow & integrations. Connect them in order.
3

Fill in each block

Type {{ or use Insert a variable to pull values from the trigger or earlier steps.
4

Publish

Changes save as you work, but an automation does nothing until it is published. If publishing is blocked, the validation panel lists what to fix.

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Turning one off

  • Pause from the automations list — it stops running and keeps its configuration.
  • Delete removes it permanently.
The list shows each automation’s trigger, execution count, status and last run, which is usually enough to spot one that is misbehaving.

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Working faster

  • Select, copy, duplicate blocks; copy them as JSON to paste elsewhere.
  • Export to file for the whole flow, and Import from file to bring it back — the practical way to move a flow between workspaces or keep a backup before a big edit.

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Common patterns

Trigger Customer sends a message → Ask with buttons (“What can we help with?”) → branch → Hand to a human for the branch that needs one.
Reminder nudges them if they do not reply, up to a limit you set. Keep the limit low — two nudges reads as helpful, five reads as spam and earns blocks.
Trigger Order is placed in your store → Send message with the order details. See WooCommerce.
Ask for rating — the score is credited to the agent who handled the chat and appears in their KPIs.