In this guide we’ll show you how to automate key interactions and create smart workflows in Chatway to streamline your communication process. With Automations, you can set up rule-based actions that respond to customer messages, assign conversations, and trigger follow-ups — all without manual effort.
Chatway Automations allow you to save time, reduce manual tasks and streamline your conversations by creating smart workflows that respond automatically to specific triggers and conditions. Whether it’s routing messages, updating contact information, or sending notifications, Automations help your team work more efficiently.
Note: To use this feature, you need to be on the Pro plan. You can test this feature too, during your free trial.
So let’s dive in!
Step 1: To get started with automations, open your Chatway dashboard and click on the Automations icon from the left sidebar:
Step 2: Click on the “Create your first automation” button to create your first automation:
Step 3: Enter your automation name and click on “Continue“:
Step 4: Now, let’s take the example from above and add our trigger:
WHEN: Click on When > Something happens to choose your trigger.
Select When > Visitor submits contact form.
Step 5: Optionally, click on the “+” (plus) sign to add time delay or additional conditions.
Add Time Delay: You can set a delay on how many seconds you want to wait before you execute the next step.
Add additional Conditions: You can add additional conditions like:
– agents are offline;
– time is;
– date is;
– conversation is resolved;
– and more…
Let’s use the “Agents are offline” option for our use case. Select the agent(s) from the dropdown list and choose the status – Offline or Online. We will chose “Offline” for the example.
Step 6: Next, click on Do > Something happens and select “Add a Private Note“. Add the private note you want and click on the “Add” button.
Step 7: When you are done, don’t forget to save the automation from the button.
Finally, if everything works, you should see a private note if your agent is offline.
How to manage your Chatway automations?
You can manage your Chatway automations from the automations page directly – you can edit, rename or delete your existing automations.
Please note that if two automations have the same trigger, the top one runs first based on order. You can easily drag and drop the existing automations in order to set the priority as per your needs.
That’s it. You know how to add your first automation now. The options are unlimited and you can create anything that will help you work smarter and faster.
Please don’t forget to check our entire Chatway knowledge base to make the most out of the Chatway app.