How to set up advanced automations

Pippa Updated by Pippa

We’ve shown you how to set up basic triggers and actions for your chat service. Now it’s time to create more advanced automations. makes it possible to add multiple triggers and actions to chat-service messages to deliver highly personalised conversations. For example, your new service can: 

  • Respond to users in multiple languages. 
  • Send messages that are only visible to certain users.
  • Send country-specific messages.

Let’s look at an example:

If a person sends a 👍 emoji (trigger 1) from a specific international calling code (trigger 2), you can respond with a message that’s been tailored to this user. You would have set up an automated message that’s sent to all users who type in the 👍 emoji. However, because you also added a trigger in the form of a calling code, the system will pick up where each user is from. The system can then respond with a message tailored to users from specific countries.

Here’s how a typical message would flow:

A user from France sends the 👍 emoji. responds as follows: 

The welcome message that’s been linked to the 👍 emoji is triggered.
Since the user is from France, the French version of the 👍 emoji is triggered.
The user will now receive their welcome message in French.

How to set up advanced automations

Make sure you’ve read through our article on how to set up basic automations, so that you understand how automations work in general. Now follow the steps below to set up advanced automations:

  1. Step 1: Navigate to the “Automation” tab on and click “Add automation”.
  2. Step 2: Click the “Message received” trigger.
  3. Step 3: Select the first identifier that will trigger your reply. You can set up automation for:
  • A specific keyword or list of keywords
  • An exact letter, number or phrase
  • A message received from a phone number in a particular region
  • A labelled message
  • A contact with a specific profile
  1. Step 4: Specify the action your chat service must take when it receives the trigger. You can reply with a message, update a field on a contact’s profile, or call a webhook. Click on “Add action” to link your trigger and action to each other.
  2. Step 5: You’ll be taken to a screen where you’ll see the trigger that will start your automation as well as its related action.
  3. Step 6: Next you can add another trigger or another action.

If we use the above example, you would have already added the 👍 emoji as your first trigger for a welcome message. If you now click “Add another trigger”, you’ll be able to select that your response should be triggered when a user is from a specific country (for France, you’ll have to use the +33 calling code). This is your second trigger.

To add another action to your two triggers (👍 and +33), you can click on “Add another action”. Now, for example, you can add a webhook or another message, or tell the system to update a field in the user’s profile on

  1. Step 7: Once all your triggers and actions have been specified, you’ll be able to give your automated message a title and click the “Activate” button.

Well done! 🙌 You should now be 100% comfortable to set up your own automations.

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The available action types

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