Several steps turns an automation into a short sequence: do something, wait, check, then do the next thing. Example for an online shop: the AI answers, and if no one on the team has taken it two hours later, it goes to your team.
- Open Automation, press New automation and pick the moment under When?.
- Under What does it do? choose Several steps.
- Next to Add a step, add + Wait, + AI answers, + Only if…, + Hand to the team — and + Reply, + Tag, + Status, + Email me, + VIP.
- Put them in order with the up and down arrows. Each Wait shows how long after the start it comes.
- For Only if…, choose the condition: the customer still hasn’t replied, nobody on the team took it, or the conversation has the tag you type. Otherwise the automation stops there.
- Under It stops by itself when… decide whether a new message from the customer ends it.
- Choose the channels under Where should it run? and press Save automation.
Good to know
- Up to 10 steps. A wait lasts 1 minute to 7 days and can’t be last. Hand to the team must be last.
- AI answers replies from your libraries in the customer’s language and counts in your AI replies. If it has nothing to say, the next step runs.
- It always stops when someone on the team replies or takes the conversation, or it is closed.
- After 24 hours Instagram and Messenger stop. On WhatsApp a reply that late needs an approved template with at most one variable, which the step lets you pick. Telegram has no window.
- Going back to One go removes the waits, AI, Only if… and hand-over — the page asks first.