> ## Documentation Index
> Fetch the complete documentation index at: https://docs.linkiasoft.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Automations: rules that run themselves

> Building a flow, publishing it, pausing it, and how automations differ from an AI agent.

An automation is a flow: something happens (**trigger**), then steps run in order
(**blocks**). Unlike an [AI agent](/help/ai/agents-overview), it is deterministic — the
same input always produces the same path.

## Automation or AI agent?

| Use an automation when        | Use an AI agent when                |
| ----------------------------- | ----------------------------------- |
| The steps are always the same | The reply depends on what was asked |
| You need it to be predictable | Questions are open-ended            |
| It touches another system     | You want a conversation             |

They combine well: an agent handles the conversation and calls an automation as a
[tool](/help/ai/tools) when it needs something done.

## Building one

**Automation → New automation.**

<Steps>
  <Step title="Pick a trigger">
    What starts it. See [Triggers and actions](/help/automation/triggers-and-actions).
  </Step>

  <Step title="Add blocks">
    Drag from the palette, grouped as **Messaging**, **CRM** and **Flow & integrations**.
    Connect them in order.
  </Step>

  <Step title="Fill in each block">
    Type `{{` or use **Insert a variable** to pull values from the trigger or earlier steps.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## 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.

## Common patterns

<AccordionGroup>
  <Accordion title="Welcome and qualify a new inquiry">
    Trigger **Customer sends a message** → **Ask with buttons** ("What can we help with?") →
    branch → **Hand to a human** for the branch that needs one.
  </Accordion>

  <Accordion title="Chase a customer who went quiet">
    **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.
  </Accordion>

  <Accordion title="Confirm an order from your store">
    Trigger **Order is placed in your store** → **Send message** with the order details. See
    [WooCommerce](/help/integrations/woocommerce).
  </Accordion>

  <Accordion title="Ask for a rating after a chat">
    **Ask for rating** — the score is credited to the agent who handled the chat and appears
    in their [KPIs](/help/analytics/agent-kpis).
  </Accordion>
</AccordionGroup>