Create and test an automation

Open the automation wizard

Open Automations and select New automation. The wizard saves changes only when you finish a step or save the rule, so you can review the setup before it runs.

The five steps are:

1. Choose a trigger
2. Define when it runs
3. Choose the action
4. Set safety limits
5. Review and activate

1. Choose a trigger

Select one event. The current choices include abandoned carts, upcoming appointments, and matching comments.

• Abandoned cart follow-up runs after a delay of 1–23 hours, while the normal WhatsApp service window remains available. An approved template can be configured as a fallback when the window is closed.
• Appointment reminder runs 2 hours to 7 days before the appointment. It can stop if the booking changes.
• Comment reply can match every comment or only comments containing up to 20 keywords. You can optionally limit the rule to specific post or media IDs.

The wizard shows the channel required by the trigger. Cart and appointment rules use WhatsApp. Comment rules use Instagram or Facebook, depending on the selected template.

2. Define the audience and timing

Give the rule a clear Automation name, select the Agent, and select the Connected channel. Choose an agent that is customer-facing and active on the selected channel.

Use a specific trigger condition. For comments, add only the keywords that genuinely indicate the intended customer question. For timing rules, choose the smallest useful delay or reminder window.

If there is no compatible connected channel, the wizard shows No compatible connected channel is available for this trigger. Connect the channel first from Channels & Integrations.

3. Choose the action

Configure the action the wizard presents for the trigger. Comment rules can use a Public reply, a Private reply, or both. You can also choose whether the commenter should create or update a CRM lead when that option is available.

Keep messages clear and useful. Do not promise a price, appointment, order, or human follow-up that the customer has not actually requested or that the connected workflow cannot confirm.

4. Set safety limits

Review every limit shown by the wizard. Common controls include:

• Stop when a human takes over the conversation;
• Maximum replies per user per day;
• Ignore replies nested under another comment;
• ignoring your own comments to prevent reply loops;
• Cancel the reminder when the booking changes; and
• Maximum attempts per cart.

If a WhatsApp template fallback is used, select an approved template and the required language. The panel may reject templates that are not approved, use the wrong category, require unsupported variables or media, or are not available for the selected channel.

5. Save and dry-test the draft

Select Save draft while you are still reviewing the rule. Then use Test dry run from the automation list. A dry run tells you whether the rule would match or skip an event.

The panel explicitly says: No provider call was made and no execution was saved. A dry run does not contact a customer and does not prove that activation will pass every channel check.

When the rule is ready, continue to Automation status and activation. Do not select Save and activate until the agent, channel, permissions, consent, and message content are ready.