Event trigger
Begin the Workflows by selecting a trigger - New chat conversation:
With this trigger, you can automate work with any messenger connected to your workspace. The messenger is selected in the 1️⃣ step of the trigger settings:
In the 2️⃣ step, you can configure which chat the trigger and automation will respond to. There are several options:
New chat created. In this case, the automation will respond only to new chats that have not been in the system before.
A closed conversation is re-opened by the client. In this case, the automation will be launched only for the chat reopened by the client. New chats will be ignored.
Created or re-opened. This option includes both of the previous settings.
💡 In one automation, you can choose only one setting for the trigger in the 2️⃣ step. However, this gives you more flexibility to customize each messenger for your unique scenario. You can create two separate automations and split the functionality of one messenger:
First workflow: To handle new chats only.
Second workflow: For processing only existing chats.
This approach allows you to more accurately customize each messenger for specific needs and tasks.
Workflow example
After setting up the trigger, you need to select the action that should be performed in this workflow. In our example, we will consider creating a contact and a deal so that this chat is immediately associated with these records. To do this, the first action after the trigger is "Add to contacts":
Now you need to set it up and pull the values from the chat as macros into fields such as name, number, user ID in the messenger, etc. To do this, select the desired field and click on {} to select the desired macro for this field:
Essentially, you need to add macros to all fields that should be automatically filled with information from the messenger.
💡 Each messenger has its own unique macros and capabilities to automatically retrieve information from the chat. For example, you can easily get a user's phone number from Telegram chat, while Instagram does not provide this option. The table below compares the macros of each messenger:
Next, we'll move on to creating the deal. It will be placed at the appropriate stage of the sales funnel to ensure its further movement to successful completion. To do this, select the action - create a new record:
You can choose to which record the chat with the customer will be linked to: contact, deal, or both. To set this up, use the option - link the new record to, when creating a record:
Wait for a chat interaction Helper
There is a special helper for Chat workflows:
It has the following customization options:
Manager replied.
Chat closed.
This helper is especially useful for automating processes related to ending communication with a customer in a chat. You can configure certain actions to be performed after the manager has answered the request or closed the chat. For example, it can be an automatic update of the deal status based on the results of the communication. In our example, we'll update a previously created deal to the final stage - successfully completed.
To do this, you need to add the required action - update a record, and select the value the stage should change to:
This example demonstrates a simple automation that triggers when a new chat is created. It automatically creates a contact, an associated deal, and links the chat to both records. After the manager closes the chat, the deal will automatically get a status of successfully completed:
The New Chat trigger is not limited to creating contacts and deals. You can set up other actions, such as creating automatic tasks for managers, sending emails to customers, and waiting for their response.
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