{"id":2534,"date":"2022-12-19T15:42:19","date_gmt":"2022-12-19T15:42:19","guid":{"rendered":"https:\/\/support.spoki.com\/docs\/uncategorized\/automations\/"},"modified":"2025-08-06T09:51:38","modified_gmt":"2025-08-06T09:51:38","password":"","slug":"automations","status":"publish","type":"docs","link":"https:\/\/support.spoki.com\/en\/docs\/platform\/automations\/","title":{"rendered":"Automations"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">Before You Start<\/h3>\n\n\n\n<p>You can create all the necessary elements directly during the automation setup, without needing to prepare them in advance. Specifically:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Template<\/strong>: within the &#8220;Add Step >> Template&#8221; section, you can select &#8220;Create New Template&#8221;<\/li>\n\n\n\n<li><strong>Contact List \/ Integration<\/strong>: can be created directly during the configuration of the sending step or related action<\/li>\n\n\n\n<li><strong>Tag<\/strong>: can be created directly within the corresponding step<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"836\" height=\"556\" src=\"https:\/\/support.spoki.com\/wp-content\/uploads\/2022\/12\/Screenshot-2025-08-06-alle-10.27.38-2.png\" alt=\"\" class=\"wp-image-7188\" srcset=\"https:\/\/support.spoki.com\/wp-content\/uploads\/2022\/12\/Screenshot-2025-08-06-alle-10.27.38-2.png 836w, https:\/\/support.spoki.com\/wp-content\/uploads\/2022\/12\/Screenshot-2025-08-06-alle-10.27.38-2-300x200.png 300w, https:\/\/support.spoki.com\/wp-content\/uploads\/2022\/12\/Screenshot-2025-08-06-alle-10.27.38-2-768x511.png 768w\" sizes=\"(max-width: 836px) 100vw, 836px\" \/><\/figure>\n\n\n\n<p>Once ready, you can set up the automation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Creating the Automation<\/h3>\n\n\n\n<p>Go to <strong>Automations &gt; New<\/strong>. A screen will open where you can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Create a blank automation<\/li>\n\n\n\n<li>Choose from preconfigured automations<\/li>\n<\/ul>\n\n\n\n<p>If you choose the first option, you&#8217;ll create an automation from scratch.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Start Step (Trigger)<\/h3>\n\n\n\n<p>Define the condition that will trigger the automation by using <strong>the &#8220;Add Start Step&#8221;<\/strong> option. Possible triggers include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer message<\/li>\n\n\n\n<li>Integration<\/li>\n\n\n\n<li>Shop<\/li>\n\n\n\n<li>List<\/li>\n\n\n\n<li>Date condition<\/li>\n\n\n\n<li>Non-working hours<\/li>\n\n\n\n<li>Holidays<\/li>\n\n\n\n<li>Ticket<\/li>\n\n\n\n<li>Marketing consent<\/li>\n\n\n\n<li>Spoki Voice<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Trigger Examples<\/h4>\n\n\n\n<p><strong>Customer Message<\/strong><\/p>\n\n\n\n<p>Triggers when the customer types the exact phrase that has been configured. Common cases:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Use of a chat button on the website<\/li>\n\n\n\n<li>Click on a reply button in a sent template<\/li>\n<\/ul>\n\n\n\n<p><em>Note: the exact phrase can only trigger one automation.<\/em><\/p>\n\n\n\n<p><strong>Integration<\/strong><\/p>\n\n\n\n<p>The trigger comes from external tools.<\/p>\n\n\n\n<p><strong>Date Condition<\/strong><\/p>\n\n\n\n<p>Can trigger automated reminder messages, for example.<\/p>\n\n\n\n<p><strong>Non-Working Hours \/ Holidays<\/strong><\/p>\n\n\n\n<p>Sends an automatic message to those who write during specific hours or days, only if no other active reply automation is set.<\/p>\n\n\n\n<p><strong>Ticket<\/strong><\/p>\n\n\n\n<p>Triggers when the status of tickets linked to the contact changes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Adding Automatic Actions<\/h3>\n\n\n\n<p>Click on <strong>&#8220;Add Step&#8221;<\/strong> to configure one or more actions:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Available Action Types<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Send Message<\/strong><\/li>\n\n\n\n<li>Sends an automatic message to the contact.<\/li>\n\n\n\n<li><strong>Spoki Voice<\/strong><\/li>\n\n\n\n<li>Makes an automatic voice call via Spoki.<\/li>\n\n\n\n<li><strong>Add Note to Chat<\/strong><\/li>\n\n\n\n<li>Adds an internal note visible only to operators.<\/li>\n\n\n\n<li><strong>Mark Chat as Unread<\/strong><\/li>\n\n\n\n<li>Marks the chat as unread for operators.<\/li>\n\n\n\n<li><strong>Customer Response<\/strong><\/li>\n\n\n\n<li>Waits for a customer reply before continuing the automation.<\/li>\n\n\n\n<li><strong>Delay<\/strong><\/li>\n\n\n\n<li>Inserts a time pause between actions.<\/li>\n\n\n\n<li><strong>If \/ Else<\/strong><\/li>\n\n\n\n<li>Creates a logical condition to execute different actions based on specific rules.<\/li>\n\n\n\n<li><strong>Branch<\/strong><\/li>\n\n\n\n<li>Creates multiple parallel paths in the automation.<\/li>\n\n\n\n<li><strong>Go to Step<\/strong><\/li>\n\n\n\n<li>Jumps directly to another step in the flow.<\/li>\n\n\n\n<li><strong>Start Automation<\/strong><\/li>\n\n\n\n<li>Starts another predefined automation.<\/li>\n\n\n\n<li><strong>Stop Automations<\/strong><\/li>\n\n\n\n<li>Stops one or more active automations on the contact.<\/li>\n\n\n\n<li><strong>Add Tag<\/strong><\/li>\n\n\n\n<li>Applies a tag to the contact for classification.<\/li>\n\n\n\n<li><strong>Remove Tag<\/strong><\/li>\n\n\n\n<li>Removes a previously assigned tag from the contact.<\/li>\n\n\n\n<li><strong>Add to List<\/strong><\/li>\n\n\n\n<li>Adds the contact to a specific list.<\/li>\n\n\n\n<li><strong>Remove from List<\/strong><\/li>\n\n\n\n<li>Removes the contact from a list.<\/li>\n\n\n\n<li><strong>Fill Contact Field<\/strong><\/li>\n\n\n\n<li>Updates a custom field (e.g., name, email, city) of the contact.<\/li>\n\n\n\n<li><strong>Marketing Consent<\/strong><\/li>\n\n\n\n<li>Records consent for data processing for marketing purposes.<\/li>\n\n\n\n<li><strong>Block Contact<\/strong><\/li>\n\n\n\n<li>Blocks the contact, preventing future communications.<\/li>\n\n\n\n<li><strong>Unblock Contact<\/strong><\/li>\n\n\n\n<li>Unblocks the previously blocked contact.<\/li>\n\n\n\n<li><strong>Add Operators<\/strong><\/li>\n\n\n\n<li>Assigns one or more operators to the conversation or contact.<\/li>\n\n\n\n<li><strong>Remove Operators<\/strong><\/li>\n\n\n\n<li>Removes operators assigned to the contact or chat.<\/li>\n\n\n\n<li><strong>AI Operator<\/strong><\/li>\n\n\n\n<li>Assigns a virtual operator (AI-based) to the chat.<\/li>\n\n\n\n<li><strong>Open Ticket<\/strong><\/li>\n\n\n\n<li>Creates a new support ticket.<\/li>\n\n\n\n<li><strong>Update Ticket<\/strong><\/li>\n\n\n\n<li>Modifies or adds information to an existing ticket.<\/li>\n\n\n\n<li><strong>Send Webhook<\/strong><\/li>\n\n\n\n<li>Sends data to an external system via webhook.<\/li>\n\n\n\n<li><strong>Emailchef<\/strong><\/li>\n\n\n\n<li>Sends data to EmailChef for email marketing actions.<\/li>\n\n\n\n<li><strong>PayPal<\/strong><\/li>\n\n\n\n<li>Integration with PayPal for notifications or payment-related actions.<\/li>\n\n\n\n<li><strong>Zapier<\/strong><\/li>\n\n\n\n<li>Connects the automation with other apps and services via Zapier.<\/li>\n\n\n\n<li><strong>ActiveCampaign<\/strong><\/li>\n\n\n\n<li>Sends data to ActiveCampaign for CRM and email marketing.<\/li>\n\n\n\n<li><strong>Send Webhook to Make<\/strong><\/li>\n\n\n\n<li>Sends a webhook to the Make platform (formerly Integromat) for automated workflows.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Related articles<\/h2>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/whatsapp-rules\/rules-to-avoid-ban-from-whatsapp\/\" target=\"_blank\" rel=\"noreferrer noopener\">Rules to avoid ban from WhatsApp<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/whatsapp-rules\/quality-of-messages-sent\/\" target=\"_blank\" rel=\"noreferrer noopener\">Quality of messages sent<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/how-to-update-spokis-whatsapp-profile\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to create new users and assign different powers<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/platform\/campaigns\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to start campaigns<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/how-to-duplicate-automations-templates\/\">How to duplicate automations\/ templates<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Before You Start You can create all the necessary elements directly during the automation setup, without needing to prepare them [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[37],"doc_tag":[],"class_list":["post-2534","docs","type-docs","status-publish","hentry","doc_category-platform"],"year_month":"2026-04","word_count":586,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Emanuela Locorotondo","author_nicename":"emanuelalocorotondo","author_url":"https:\/\/support.spoki.com\/en\/author\/emanuelalocorotondo\/"},"doc_category_info":[{"term_name":"Platform","term_url":"https:\/\/support.spoki.com\/en\/docs-category\/platform\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Automations - Supporto Spoki<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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