Chat Automation  

Chat Automation allows you to trigger automatic actions based on incoming WhatsApp messages. This helps reduce manual workload, ensures faster responses, and keeps conversations organized.

Chat Automation module supports four major automation scenarios. Each scenario is triggered by a specific type of incoming WhatsApp event and performs predefined actions to streamline workflows.

Business need for Chat Automations  

1. Faster Response Time
Ensures instant replies to customer messages, even during non-working hours, reducing wait time and preventing drop-offs.

2. Reduced Manual Workload
Automates repetitive tasks such as welcome messages, chat assignments, tagging, and routing, allowing teams to focus on high-value interactions.

3. Consistent Customer Experience
Delivers uniform messaging and brand-aligned responses to every customer, ensuring professionalism and accuracy.

4. Better Lead Qualification & Routing
Identifies customer intent through keywords or triggers and routes conversations to the appropriate inbox for faster resolution.

5. Enhanced Sales & Conversions
Instantly shares product details, pricing, and follow-ups, helping nurture leads and improve conversion rates.

6. Accurate Tracking & Reporting
Structures data through tagging and routing, improving analytics accuracy and decision-making.

7. Scalability
Handles high message volumes efficiently during peak times without increasing manpower.

8. Improved Customer Engagement
Automates onboarding, confirmations, and follow-ups to maintain continuous communication.

9. Error-Free Operations
Follows predefined rules to minimize missed chats, incorrect routing, and manual errors.

Automations available in Convonite

There are 4 different automations in Convonite. It includes

1. Contact Onboarding

2. Button Click

3. Order Message

4. Free Flow

1. Contact Onboarding Automation  

This automation is triggered whenever a contact messages your business for the first time, or when a contact reaches out after being inactive for a period (as defined in your system).

When it triggers  

• First-ever message from a contact

• Message received after an inactivity period (returning contact)

Common Use Cases  

• Send a welcome message

• Collect basic details (name, requirement, location)

• Start an onboarding sequence

How to create a contact onboarding automation?

• Click on the '+New Automation' button under the Contact Onboarding   section in Chat Automations.

• Give in the necessary details.

1. Label : Give a name to the automation flow.

2. Channel : Select the channel for which automation has to be executed.

3. Opening message text : Convonite provides an option to trigger a flow only when predefined keywords are received from the user. This configuration is optional and can be enabled based on your requirement. Note : The key words are given following a comma (eg. Hello world,) for the system to recognise.

4. Update fields : Fields can be updated when the flow is executed.

5. Handle : The flow can be configured to send a reply message, execute a script, or trigger a webhook. In all three ways you can also choose when  the flow has to be triggered again in case the customer remains inactive(optional).

6. A reply message is a simple text message that can be sent to a customer when onboarding. FInally save the flow.

7. A script is a customised set of questions that can be asked a customer (and save the answers to the fields if needed) while onboarding with a closing message at the end.

8. Webhook Automation allows you to trigger an external system in real time when a chat event occurs. In this setup, you configure an Endpoint URL where the chat data will be sent. You can also add optional headers (such as authorization keys) if required by your external service.

2. Button Click Automation  

Triggered when a user taps a Quick Reply button or CTA button inside your WhatsApp message.

When it triggers  

• User clicks a quick reply button

• User clicks a template button (e.g., “Order Now”, “Book Demo”, “More Info”)

Typical Use Cases  

• Guide user to next step automatically

• Start a specific message sequence depending on choice

• Track user intent

• Route chat based on selected option

How to create a button click automation?

• Click on the '+New Automation' button under the Button Click   section in Chat Automations.

• Give in the necessary details.

1. Label : Give a name to the automation flow.

2. Channel : Select the channel for which automation has to be executed.

3. Button Labels : Give the name of the button for which the flow has to be triggered. Note : The button names are given following a comma (eg. Hello world,) for the system to recognise.

4. Update fields : Fields can be updated when the flow is executed.

5. Handle : The flow can be configured to send a reply message, execute a script, or trigger a webhook. In all three ways you can also choose when  the flow has to be triggered again in case the customer remains inactive(optional).

6. A reply message is a simple text message that can be sent to a customer when button is clicked. FInally save the flow.

7. A script is a customised set of questions that can be asked a customer (and save the answers to the fields if needed) while the button is clicked with a closing message at the end.

8. Webhook Automation allows you to trigger an external system in real time when a chat event occurs. In this setup, you configure an Endpoint URL where the chat data will be sent. You can also add optional headers (such as authorization keys) if required by your external service.

3. Order Message Automation  

Triggered when your WhatsApp Business account receives an Order Message placed through Whatsapp Product Catalogue.

When it triggers  

• Customer places an order via your WhatsApp shop/catalogue

Typical Use Cases  

• Confirm the order

• Add the customer to an order follow-up flow

How to create a button click automation?

• Click on the '+New Automation' button under the Order message section in Chat Automations.

• Give in the necessary details.

1. Label : Give a name to the automation flow.

2. Channel : Select the channel for which automation has to be executed.

3. Update fields : Fields can be updated when the flow is executed.

4. Handle : The flow can be configured to send a reply message, execute a script, or trigger a webhook.

5. A reply message is a simple text message that can be sent to a customer when an order message is received. FInally save the flow.

6. A script is a customised set of questions that can be asked a customer (and save the answers to the fields if needed) while the order message is received with a closing message at the end.

7. Webhook Automation allows you to trigger an external system in real time when a chat event occurs. In this setup, you configure an Endpoint URL where the chat data will be sent. You can also add optional headers (such as authorization keys) if required by your external service.

4. Free Flow Automation  

Allows customers to opt out of a specific script or unsubscribe from receiving further messages.

When it triggers

• Customer sends an opt-out keyword.

Typical Use Cases

• Stop an ongoing automation or script

• Unsubscribe the customer from future messages.

How to create a free flow automation?

• Click on the '+New Automation' button under the Free Flow section in Chat Automations.

• Give in the necessary details.

1. Label : Give a name to the automation flow.

2. Update fields : Fields can be updated when the flow is executed.

3. Configurations : Keywords are set to either terminate a script or unsubscribe from future messages. A reply message can also be set.