Automations in MessageHub help simplify your workflow by taking care of repetitive tasks like assigning conversations, updating labels, or notifying team members. Instead of handling these actions manually for every conversation, you can set up rules that perform specific actions automatically when certain conditions are met.
This saves time and ensures that your processes run smoothly and consistently. Whether you manage a large number of conversations or simply want to work more efficiently, automations are a valuable tool. This article will guide you through creating and using automations in MessageHub..png)
Requirements:
An active ClickFunnels account
The MessageHub App
What Are Automations in MessageHub?
Automations in MessageHub are rules designed to streamline repetitive tasks, making it easier to manage your workflow efficiently. By using automations, you can set up a system that performs specific actions when certain conditions are met, reducing the need for manual intervention.
An automation consists of three core components:
Events: These are the triggers that initiate the automation. For example, when a new conversation is created, or when a conversation's status changes.
Conditions: These define the criteria that must be met for the automation to execute. For instance, you can set conditions based on the conversation's priority, assigned team, or customer attributes.
Actions: These are the tasks the automation performs, such as assigning a conversation to an agent, adding a label, or sending an automated message.
Practical Applications
Here are a few ways you can use automations in MessageHub:
Automatically assign high-priority conversations to a specific team.
Add labels to categorize incoming conversations based on their source.
Notify agents when a conversation remains unresolved for a specified period.
How to Create an Automation in MessageHub
Go to Settings in the left-hand menu and select Automation.
Click the Add Automation Rule button in the top-right corner.
Enter a name for your automation in the Rule Name field and add a brief description in the Description field.
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Choose an event from the Event drop-down to specify when the rule will trigger.
Add Conditions to narrow when the rule applies. Use the drop-down menus to set criteria like Status, Conversation Language, or Customer ID. Combine multiple conditions using AND/OR logic by clicking Add Condition.
Add Actions that will occur when the rule is triggered and conditions are met. Use the drop-down menu to choose actions like Assign to Agent, Add Label, or Send a Message. Click Add Action to include more actions if needed.
Review your setup, then click Create to save the automation.
Important
Only admins can create automation rules in MessageHub. However, all agents can view and execute rules that have been created. To learn more about assigning roles to team members, refer to the Adding Agents to MessageHub article.
Managing Automation Rules in MessageHub
Once automation rules are created, you can easily manage them by editing, cloning, activating, deactivating, or deleting them. Here's how to do it:.png)
Pausing or Activating a Rule
Locate the rule you want to pause or activate.
Toggle the switch in the Active column to pause a currently active rule or reactivate a paused one.
The rule's status will change immediately based on your selection.
Editing an Automation Rule
Locate the automation rule you wish to edit from the list in the Automation section.
Click the Edit icon next to the rule's name.
Update the rule’s name, description, event, conditions, or actions as needed.
Click Update to apply your changes.
Cloning an Automation Rule
Find the rule you want to duplicate.
Click the Clone icon next to the rule's name.
The rule will be instantly cloned and appear in the list.
If needed, edit the cloned rule to customize it further.
Deleting an Automation Rule
Find the rule you wish to remove from the list.
Click the Delete icon next to the rule’s name.
Confirm your action in the pop-up dialog.