An automation answers or sorts messages for you while your team is busy. Every automation answers three questions, in this order: when it starts, what it does, and where it runs.
- Open Automation in the menu and press New automation.
- Type a Name. Only your team sees it.
- Under When? pick one moment: A new customer writes, We’re closed, A message contains…, Nobody replied or Someone comments on a post. A suggested action appears for that moment; change it as you like.
- Under What does it do? keep One go to run every action at once, or choose Several steps to add waits, the AI, Only if… and Hand to the team.
- Add actions with the buttons under the list: + Reply, + Tag, + Status, + Email me and + VIP.
- Choose the Limit: Once per conversation, Once an hour per conversation or Once a day per conversation.
- Under Where should it run? choose All channels (this includes channels you add later) or Only some.
- Read the sentence above the buttons — for example “When a new customer writes → send a reply · on all channels” — and check the Live preview. Press Save automation. It is on at once.
In the list, every automation shows how many times it ran, a switch to turn it off, the pencil to edit and the bin to delete.
Good to know
- Automations reply on WhatsApp, Instagram, Messenger and Telegram. Website chat and TikTok messages are not answered by automations; TikTok comments can be.
- In a reply, {customer_name} becomes the customer’s name, or “there” when the name is unknown.
- For 30 minutes after someone on your team writes in a conversation, automations that start from a customer’s message leave it alone.
- Prefer to draw it? Switch Form | Visual at the top of the editor. The full guide with pictures: miragechat.io/help/build-an-automation/