Product Automation & rules
Rules that triage, not a bot that answers.
Automation here does the sorting — routing, labelling, flagging and the reply you type twenty times a day. It does not put an unsupervised bot in front of your customers.
Why it exists
Why we stop short of a chatbot
Most of the value in automating a busy inbox is in triage, not in generating replies. Getting the right conversation to the right person with the right label attached removes far more work than an autoresponder, and it cannot embarrass you in front of a customer.
There is a second reason. On a regular WhatsApp number, instant automated replies are themselves a bot signal, and fast automated sending is one of the behaviours that gets numbers restricted. So everything we send on your behalf is paced at a human rhythm with per-number daily limits, and we do not build bulk campaigns at all.
What you get
In the product today.
Routing and assignment
Assign incoming conversations round-robin across agents who are on shift, or by label, so a new message is somebody’s job within minutes.
Auto-labelling and flagging
Match on keywords or conditions to tag conversations as they arrive, and flag the ones that need a human immediately.
Canned replies
Slash-command snippets for the answers you give constantly. Fast, consistent, and still sent by a person.
Scheduled messages
Queue a message for the right hour in the customer’s timezone instead of typing it at midnight.
Auto-ticketing
Turn matching messages into tickets automatically — SLA breaches, mentions, specific keywords.
Paced sending, always
Every automated send goes through one pacing layer with randomised gaps and per-number daily caps. It is slower on purpose.
When you would use it
Situations this is for
- New enquiries should reach whoever is actually on shift, not the whole team.
- Messages containing an order number should carry that label automatically.
- Anything past its SLA should be flagged before the customer notices.
Questions
Automation & rules — questions
Can I send a broadcast to all my customers?
No. Bulk sending on a regular WhatsApp number is the single fastest way to get that number banned, so we do not build it. If you need sanctioned outbound campaigns, that is what the official Business API is for, and we will tell you so.
Do you offer an AI agent that replies for me?
No. There is AI that summarises a thread and drafts a reply for a person to send, but nothing that answers your customers unsupervised.
Is automation on by default?
No. Rules are off until you create them, and we would rather you switched them on deliberately than discovered them firing.
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