⚡ Automation
Automation is the "if this, then that" layer of Intelli. Set up rules once and they run forever in the background. Find it at Dashboard → Settings → Automation.
What you can automate
- Welcome messages — first time a customer messages you, send a greeting.
- Order status updates — order moves to Paid, customer gets a receipt; moves to Shipped, they get tracking.
- Out-of-office — outside business hours, send an auto-reply.
- Tagging — auto-tag contacts based on keywords, channel, or behaviour.
- Ticket creation — turn certain messages into tickets (see Tickets & Escalations).
- Re-engagement— message customers who haven't bought in 60 days.
The anatomy of a rule
Every automation has three parts:
- Trigger — when it runs. Examples: a new message arrives, an order changes status, a contact gets a tag, a scheduled time.
- Conditions (optional) — only run if these are true. Examples: channel is WhatsApp, tag contains vip, time is between 9am–5pm.
- Actions — what to do. Examples: send a template, add a tag, create a ticket, assign to a teammate.
Building your first automation
- Go to Settings → Automation and click New Rule.
- Name it (e.g. "Out of hours auto-reply").
- Pick a trigger — for this example, "Incoming message".
- Add conditions: "Time is outside 9am–6pm".
- Add an action: "Send template — out_of_office_template".
- Toggle Active and save. Test it from your own number.
Common ready-made recipes
Welcome new contacts
Trigger: new contact created. Action: send welcome_template.
Order paid
Trigger: order status → paid. Action: send order_confirmation template with the order number.
Abandoned cart
Trigger: cart created but not paid in 1 hour. Action: send cart_recovery with a discount code.
VIP fast-lane
Trigger: incoming message. Condition: contact has tag vip. Action: assign ticket to your priority queue.
Tips
- Test on yourself first. Toggle the rule on, trigger it from your own phone, check the result.
- Add an "exclude" tag. Useful for opting people out without deleting them.
- Watch the activity log. Each rule shows when it last ran and how many times.