Advanced Features

Using Automation

Using Automation Overview Automation rules perform actions automatically when specific conditions are met. Creating Rules 1. Go to Settings → Automation 2. Click Add Automation Rule 3. Configure: - Name: Descriptive name - Description: Purpose - Event: Trigger (e.g., conversation created) - Conditions: When to run - Actions: What to do Events - Conversation Created: New conversation - Conversation Updated: Status/assignee change - Message Created: New message received Conditions - Conversation status - Inbox - Labels - Contact attributes - Message content Actions - Assign to agent/team - Add/remove labels - Send message - Change status - Trigger webhook Example: Auto-assign VIP Event: Conversation Created Condition: Contact email contains "@vip.com" Action: Add label "VIP", Assign to "Senior Support"

Using Campaigns

Using Campaigns Types of Campaigns Ongoing Campaigns - Triggered by visitor behavior - Website live chat only - Based on URL and time on page One-off Campaigns - Scheduled SMS messages - Target specific audience - Single execution Creating Ongoing Campaign 1. Go to Campaigns 2. Click Create Campaign → Ongoing 3. Configure: - Title: Internal name - Message: What to send - Inbox: Website inbox - Sender: Bot or agent - URL: Target page - Time on page: Delay in seconds 4. Enable and save Creating One-off Campaign 1. Go to Campaigns 2. Click Create Campaign → One-off 3. Configure: - Title: Campaign name - Message: SMS content - Inbox: SMS inbox - Audience: Labels to target - Scheduled time: When to send Best Practices - Be helpful, not intrusive - Target specific pages - Set appropriate delays - A/B test messages

Using Macros

Using Macros Overview Macros are saved sequences of actions that agents can execute with one click. Creating a Macro 1. Go to Settings → Macros 2. Click Add a new macro 3. Add actions in sequence: - Add/remove labels - Assign to agent/team - Send message - Change status - Send email transcript 4. Set visibility (Personal/Team) 5. Save macro Executing Macros 1. Open a conversation 2. Click the macro icon (+ sign) in sidebar 3. Preview macro actions (info icon) 4. Click play button to execute Example Macros Close and Thank 1. Send canned response: "thanks" 2. Add label: "resolved" 3. Change status: "resolved" Escalate to Manager 1. Add label: "escalated" 2. Assign to: Manager 3. Send internal note: "Needs attention" Tips - Order actions logically - Test before sharing - Use for repetitive workflows