This feature is part of our enterprise-tier. To see whether this function is included in your current package or not, please click on this link.
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Automations are autonomous operations you can define to be triggered by user-comments on your social media content. This can be based on keyword searches, allowing you to run recurring operations to make your workflows easier and more efficient.

You can find the automations-menu by clicking Settings -> Workspaces -> Inbox -> Channels, right below in the menu. You can set up and manage your automations for any of the channels in that menu:

Here you can find an overview of all existing automations for this channel. You can change the order of the automations by drag-and-drop. Please note that the order of the automations is important, since some actions (such as "Delete") mean that subsequent automations can no longer be executed.

On the right side you can edit, delete and activate/deactivate existing automations.

In this example, the first automation is active, the second is deactivated.

Therefore, select the channel for which you want to create an automation and click on the "Add Automation" button. This will create a new automation:

Now you can set a name for your automation.

Automations can be applied to depending on the type of content:

Then you can specify whether your automation should always be active, only during the office hours of the channel or only outside office hours. Please note that business hours always refer to all automations of a channel, business hours cannot be set for each automation individually.

Next you can define certain keywords, which will be triggering the automation: Enter the desired term and confirm it by pressing "Enter"

With the keyword * you specify that the automation should be applied to all content.

The keywords are also searched in usernames and @handles.

Keywords are found regardless of their capitalization, the keyword coffee finds Coffee / coffee / coFfEe / etc..

There are three types of keyword search you can choose between:

Now you can specify which work steps should be executed, whereby you can specify several work steps.

This is available for Facebook, Instagram, X, Whatsapp, or email channels: You can set a predefined message that is sent to your social media fans automatically as a private message. You can choose when this message is sent (during that channel's office hours, outside office hours, or always).

You can always track which automations have been executed for your content.

Whenever an automation is executed, the associated post/comment or private message in the ticket view gets a 🤖 robot icon.

If you hover your mouse over this icon, you will see a detailed list of all automations and the actions they contain.

You can also see the keyword that triggered the automation by match.
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This way you can check at any time if your automation is working as desired and also track at any time which actions were set automatically.