Automations in Messenger

On this page you learn how to automate tasks with Messenger.

Tip: Instructions for useful automations for Messenger

On the Practical example: Setting up Messenger automations page, you can find some common examples for setting up useful automations in the Messenger.

1. Overview

2. Automating events in the Messenger

You can automate certain events in the Messenger. For example, you can create an automation that automatically triggers the email template dispatch to a contact when a new message arrives. Or you set up that all subscribers of a conversation receive a message as a reminder once the conversation has a certain status. There are numerous filters, actions and triggers available.

messenger automation overview
Figure 1. Overview in the Setup » CRM » Messenger » Automation menu

2.1. Configuring columns

Click in the overview in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. Find out which columns are available in the overview:

  • ID

  • Name

  • Active

    • You can directly adjust the status in the overview from Active to Inactive or vice versa.

  • Type

    • Shows the type of automation: Time-based or Event-based.

  • Trigger

  • Description

  • Last change

    • Date and time when the automation was last changed.

  • Last execution

    • Date and time when the automation was last executed.

  • Actions

    • By clicking on more_vert, you cancopy or delete the automation.

2.2. Creating a new automation

Proceed as described below to create a new automation.

Creating an automation:

  1. Go to Setup » CRM » Messenger » Automation.
    Or: If you are already in the Messenger menu, click on the left side below the settings Settings section on auto_mode Automation.

  2. Click on add Add automation.

  3. Carry out the settings. Note Table 1.

  4. Save (save) the settings.

Table 1. Creating an automation
Setting Explanation

Details

Inactive / Active

By default, all newly created automations are already set to Active (toggle_on). If you don’t want to activate the automation yet, set it to Inactive (toggle_off).

Name

Enter a name for the automation. This is a mandatory field.

Description

Enter a short text that summarises what the automation should trigger. This field is optional. A description might later be helpful in the overview.

Type

Select the type from the drop-down list. This is a mandatory field.
Available types: Time-based and Event-based. Depending on which type you select, different filters and triggers are shown in the following.

Filter

Adding filters

Click on add (Add filter) to add new filters to the automation. All available filters and their explanation can be found in the Adding filters chapter.

Trigger

Add trigger

Click on add (Add trigger) to add new triggers to this automation. All available triggers and their explanation can be found in the Adding triggers chapter.

Procedure

Add action

Click on add (Add action) to add new actions to this automation. All available actions and their explanation can be found in the Adding actions chapter.

2.3. Adding filters

Learn in the following two sub-chapters which event-based and time-based filters are available.
Click on add (Add filter) to add a new filter.

2.3.1. Event-based filters

Table 2 lists the filters that are available when you select the type automatisation type Event-based.

Table 2. Available event-based filters
Filter Explanation

Sender email address

Enter the exact email address of the sender.
Note: this filter checks if the email address of the sender exactly matches with the email address defined in the filter. Capitalisation is not considered. You can enter several email addresses, separated by comma.

Age of the conversation

Select a relational operator from the drop-down list and enter a number for the age in days into the input field.
You can enter a number between 1 and 365.
The available relational operators and their explanation can be found in the following collapsible box:

Relational operators for this filter
Operator Explanation

=

Is equal to.
Only conversation are taken into account whose age corresponds exactly to the number you entered.

<

Less than.
Only conversations are taken into account that are younger than the number you entered.

>

Greater than.
Only conversations are taken into account that are older than the number you entered.

\<=

Less than or equal to.
Only conversations are taken into account that are younger than the number you entered or correspond exactly to the number you entered.

>=

Greater than or equal to.
Only conversations are taken into account that are older than the number you entered or correspond exactly to the number you entered.

Order type

Choose the order type from the list.

Subject contains

Enter the text that is contained in the subject. Click on Add subject () to add further subject entries to the filter. Conversations are displayed if at least one of the entries matches.
Note: This filter checks if the subject of the conversation contains all words that are defined in the filter. Capitalisation is not considered. You can enter the words in any order and separate them by spaces.

Rating of the contact

Choose a feedback in form of stars from the list. 5 yellow stars are the best rating, 5 red stars are the worst rating.

Deadline of conversation

Select a value from the drop-down list.
Available values: Yesterday, Today, Tomorrow, Exceeded, In the future.

Owner

Select the owner from the list.

Done

Select Yes or No from the list. No is selected by default.

Creator of conversation

Select (check_box) one or multiple creators from the list. This is the person that created the first conversation.

Conversation Follow-up-Date

Select a value from the drop-down list.
Available values: The day before yesterday, Yesterday, Today, Tomorrow, The day after tomorrow, In three days, In four days, In five days, In six days, In seven days.

Group, type and status of the conversation

Choose a group first. Select (check_box) one or multiple types from the list. Afterwards, choose (check_box) one or more states from the list corresponding to the type.

Referrer of the conversation

Select (check_box) one or multiple referrers from the list.
Available values: Back end, REST, Plugin, System.

Job position of contact

Select (check_box) one or multiple job positions from the list.
Note: Here, all job positions are available that you have created in the Setup » CRM » Job positions menu.

Class of contact

Choose (check_box) one or more classes from the list.

Conversation belongs to a guest order

Select Yes or No from the list. No is selected by default.
Yes = The conversation has a relation to an order that is a guest order.
No = The conversation has no relation to an order that is a guest order.

Last change of the conversation

Select a relational operator from the drop-down list and enter a number in days into the input field.
You can enter a number between 1 and 365.
The available relational operators and their explanation can be found in the following collapsible box:

Relational operators for this filter
Operator Explanation

=

Is equal to.
Only conversation are taken into account whose last change corresponds exactly to the number you entered.

<

Less than.
Only conversations are taken into account whose last change is before the number you entered.

>

Greater than.
Only conversations are taken into account whose last change is after the number you entered.

\<=

Less than or equal to.
Only conversation are taken into account whose last change is before the number you entered or corresponds exactly to the number you entered.

>=

Greater than or equal to.
Only conversation are taken into account whose last change is after the number you entered or corresponds exactly to the number you entered.

Last message contains

Enter the text that is contained in the last message.
Note: This filter checks if the last message of the conversation contains all words that are defined in the filter. Capitalisation is not considered. You can enter the words in any order and separate them by spaces.

Last message is whispered

Select Yes or No from the list. No is selected by default.
Yes = The last message in the conversation is whispered.
No = The last message in the conversation is not whispered.

Client of the contact

Select (check_box) one or multiple clients from the list.

Inbox of the conversation

Select (check_box) one or multiple inboxes from the list.

Priority of the conversation

Select a priority from the list.
Available values:

  • keyboard_double_arrow_up Very high

  • arrow_upward High

  • Medium

  • arrow_downward Low

  • keyboard_double_arrow_down Very low

Language of the contact

Select (check_box) one or multiple languages from the list.

Tags of the conversation

Select (check_box) one or multiple tags from the list.
Under Comparative operator, select whether the conversation has to contain Exactly these tags, At least these tags or None of these tags for this filter to work.

Tags of order

Select (check_box) one or multiple tags from the list.
Note: An order needs to contain all chosen filter for this filter to work.

Tags of contact

Select (check_box) one or multiple tags from the list.
Note: An order needs to contain all chosen filter for this filter to work.

Type of the contact

Choose (check_box) one or more types from the list.

2.3.2. Time-based filters

Table 3 lists the filters that are available when you select the automatisation type Time-based.

Table 3. Available time-based filters
Filter Explanation

Age of the conversation

Select a relational operator from the drop-down list and enter a number for the age in days into the input field.
You can enter a number between 1 and 365.
The available relational operators and their explanation can be found in the following collapsible box:

Relational operators for this filter
Operator Explanation

=

Is equal to.
Only conversation are taken into account whose age corresponds exactly to the number you entered.

<

Less than.
Only conversations are taken into account that are younger than the number you entered.

>

Greater than.
Only conversations are taken into account that are older than the number you entered.

\<=

Less than or equal to.
Only conversations are taken into account that are younger than the number you entered or correspond exactly to the number you entered.

>=

Greater than or equal to.
Only conversations are taken into account that are older than the number you entered or correspond exactly to the number you entered.

Deadline of conversation

Select a value from the drop-down list.
Available values: Yesterday, Today, Tomorrow, Exceeded, In the future.

Creator of conversation

Select (check_box) one or multiple creators from the list. This is the person that created the first conversation.

Priority of the conversation

Select a priority from the list.
Available values:

  • keyboard_double_arrow_up Very high

  • arrow_upward High

  • Medium

  • arrow_downward Low

  • keyboard_double_arrow_down Very low

Group, type and status of the conversation

First, select the type and the status that belongs to the type.

Referrer of the conversation

Select (check_box) one or multiple referrers from the list.
Available values: Back end, REST, Plugin, System.

Inbox of the conversation

Select (check_box) one or multiple inboxes from the list.

Last change of the conversation

Select a relational operator from the drop-down list and enter a number in days into the input field.
You can enter a number between 1 and 365.
The available relational operators and their explanation can be found in the following collapsible box:

Relational operators for this filter
Operator Explanation

=

Is equal to.
Only conversation are taken into account whose last change corresponds exactly to the number you entered.

<

Less than.
Only conversations are taken into account whose last change is before the number you entered.

>

Greater than.
Only conversations are taken into account whose last change is after the number you entered.

\<=

Less than or equal to.
Only conversation are taken into account whose last change is before the number you entered or corresponds exactly to the number you entered.

>=

Greater than or equal to.
Only conversation are taken into account whose last change is after the number you entered or corresponds exactly to the number you entered.

Tags of order

Select (check_box) one or multiple tags from the list.
Note: An order needs to contain all chosen filter for this filter to work.

Tags of the conversation

Select (check_box) one or multiple tags from the list.

Tags of contact

Select (check_box) one or multiple tags from the list.
Note: An order needs to contain all chosen filter for this filter to work.

Subject contains

Enter the text that is contained in the subject. Click on Add subject () to add further subject entries to the filter. Conversations are displayed if at least one of the entries matches.
Note: This filter checks if the subject of the conversation contains all words that are defined in the filter. Capitalisation is not considered. You can enter the words in any order and separate them by spaces.

Sender email address

Enter the exact email address of the sender.
Note: This filter checks if the email address of the sender exactly matches with the email address defined in the filter. Capitalisation is not considered. You can enter several email addresses, separated by comma.

Done

Select Yes or No from the list. No is selected by default.

Conversation Follow-up-Date

Select a value from the drop-down list.
Available values: The day before yesterday, Yesterday, Today, Tomorrow, The day after tomorrow, In three days, In four days, In five days, In six days, In seven days.

Owner

Select the owner from the list.

2.4. Adding procedures

Learn which actions are available.
Click on add (Add action) to add a new action.

Table 4. Available actions
Event Explanation

Add subscribers

Select (check_box) one or multiple subscribers from the list to add them to the conversation.

Mark as done

Choose Yes or No from the list, to mark the conversation as done or not done.

Add reply

  • Select an email template from the drop-down list Template. This is a mandatory setting.

  • In the Whisper field, select whether the message should be whispered or not. No is selected by default.

  • In the field Additional recipients, enter one or multiple email addresses. The email will then be sent to all entered email addresses.

  • In the Subscribers field, select (check_box) the subscribers from the list so that they will receive a copy of this message.

  • In the Notify all conversation subscribers, select whether the message should be sent to all subscribers. No is selected by default.

Remove from folder

Select (check_box) one or multiple folders from the list to remove the conversation from these folders.

Set contact rating

Choose a feedback in form of stars from the list. 5 yellow stars are the best rating, 5 red stars are the worst rating.

Change deadline

Select + or - from the operator list, then enter a number in days.

Change order status

Select an order status from the list.

Send email

  • Select an email template from the drop-down list Template. This is a mandatory setting.

  • In the field Email addresses of recipients, enter one or multiple email addresses. The email will then be sent to all entered email addresses.

  • In the Users field, select (check_box) the users from the list so that they will receive a copy of this message.

  • In the Send email to all conversation subscribers, select whether the message should be sent to all subscribers. No is selected by default.

Add owner

Select a role from the first list and the corresponding owner from the second list to add them to the conversation.

Set group, type and status

Select the group from the first list, the type from the second list and the corresponding status from the third list.
Note: Due to the direct integration, eBay conversations cannot be reassigned.

Setting a priority

Select a priority from the list.
Available values:

  • keyboard_double_arrow_up Very high

  • arrow_upward High

  • Medium

  • arrow_downward Low

  • keyboard_double_arrow_down Very low

Remove tags from order

Select (check_box) one or multiple tags from the list to remove these tags from the order.

Remove tags from contact

Select (check_box) one or multiple tags from the list to remove these tags from the contact.

Remove tags from conversation

Select (check_box) one or multiple tags from the list to remove these tags from the conversation.

Add tags to order

Select (check_box) one or multiple tags from the list to add these tags to the order.

Add tags to contact

Select (check_box) one or multiple tags from the list to add these tags to the contact.

Add tags to conversation

Select (check_box) one or multiple tags from the list to add them to the conversation.

Add to folder

Select (check_box) one or multiple folders from the list to add the conversation to these folders.

Archiving a conversation

This action moves the conversation to the archive.

Deleting a conversation

This action deletes the conversation.

2.5. Adding triggers

2.5.1. Adding event-based filters

The following lists the available event-based triggers.

Set up multiple triggers as OR conditions

You can add multiple triggers to an automation to create an OR condition. The automation will then be triggered as soon as at least one of the added triggers is activated.

  • Conversation was marked as read
    Triggers the automation when a conversation is marked as read.

  • Deadline of conversation has been changed
    Triggers the automation when the deadline of a conversation is changed.

  • Done status has been changed
    Triggers the automation when the done status of a conversation is changed.

  • New conversation from contact
    Triggers the automation when a new conversation is created by a contact.

  • New conversation from user
    Triggers the automation when a user starts a new conversation.

  • New reply from contact
    Triggers the automation when a new reply is sent by a contact.

  • New reply from user
    Triggers the automation when a user sends a new reply. This does not apply to newly created conversations.

  • Order added as recipient
    Triggers the automation when an order (or order ID) is added as a recipient to a conversation.

  • Priority of conversation has been changed
    Triggers the automation when the priority of a conversation is changed.

  • Status of conversation has been changed
    Triggers the automation when the status of a conversation is changed.

  • Tag has been added to conversation
    Triggers the automation when a tag is added to a conversation.

  • Tag has been removed from conversation
    Triggers the automation when a tag is removed from a conversation.

2.5.2. Creating time-based triggers

If you click on add (Add trigger) in a time-based automatisation, the window Create trigger opens. In the Repeat field of an interval you select Daily, Weekly or Monthly.

Depending on which interval you select, there are different options available. You find them in the following table.

Table 5. Creating time-based triggers
Trigger Explanation

Daily

Time

Select a time from the list.

Weekly

Weekday

Select a weekday from the list.

Time

Select a time from the list.

Monthly

At

You can select from the values: Day, first, second, third, fourth, last.
If you selected Day you can see the Day of month field. Enter a number between 1 and 31.
If you selected one of the options first, second, third, fourth, last, you see the Day list. Select a weekday from the list.

Time

Select a time from the list.

2.6. Searching an automation

In the overview of the Setup » CRM » Messenger » Automation menu, you can open all automations that you created in a list or you select filters (tune) to narrow down the search results.

Searching an automation:

  1. Go to Setup » CRM » Messenger » Automation.
    Or: If you are already in the Messenger menu, click on the left side below the settings Settings section on auto_mode Automation.

    • Option 1: Click on search to see a list of all automations.

    • Option 2: Enter the ID or the name of the automation in the search field and select the appropriate filter from the suggestion list.

    • Option 3: Click on tune to narrow down the search results with filters.

  2. Note the explanations about the filters in Table 6.

Table 6. Filter options
Filter Explanation

ID

Enter the ID of the automation to only search for the automation with this ID.

Active

Select Active to only search for active automations.
Select Inactive to only search for inactive automations.

Name

Enter a word to only search for automations containing this word in their name.

Description

Enter a word to only search for automations containing this word in their description.

Type

Select Event-based to only search for automations with this type.
Select Time-based to only search for automations with this type.

Trigger

Select a trigger from the list to only search for automations that contain this trigger. Available triggers:

  • Event-based

    • Order added as receiver

    • Deadline of conversation has been changed

    • Done status has been changed

    • Conversation was marked as read

    • New reply from user

    • New reply from contact

    • New conversation from user

    • New conversation from contact

    • Priority of conversation has been changed

    • Status of conversation has been changed

    • Tag has been removed from conversation

    • Tag has been added to conversation

  • Time-based

    • Time-based event

Filter

Select a filter from the list to only search for automations that contain this filter. Available filters:

  • Event-based filters

    • Sender email address

    • Age of the conversation

    • Subject contains

    • Rating of the contact

    • Deadline of conversation

    • Owner

    • Done

    • Creator of conversation

    • Conversation Follow-up-Date

    • Group, type and status of the conversation

    • Referrer of the conversation

    • Job position of contact

    • Class of contact

    • Conversation belongs to a guest order

    • Last change of the conversation

    • Client of the contact

    • Inbox of the conversation

    • Priority of the conversation

    • Language of the contact

    • Tags of the conversation

    • Tags of order

    • Tags of contact

    • Type of the contact

  • Time-based filters

    • Sender email address

    • Age of the conversation

    • Subject contains

    • Deadline of conversation

    • Owner

    • Done

    • Creator of conversation

    • Conversation Follow-up-Date

    • Group, type and status of the conversation

    • Referrer of the conversation

    • Last change of the conversation

    • Inbox of the conversation

    • Priority of the conversation

    • Tags of the conversation

    • Tags of order

    • Tags of contact

Event

Select an action from the list to only search for automations that contain this action. Available actions:

  • Add subscribers

  • Mark as done

  • Add reply

  • Remove from folder

  • Set contact rating

  • Change deadline

  • Send email

  • Add owner

  • Set group, type and status

  • Setting a priority

  • Remove tags from order

  • Remove tags from contact

  • Remove tags from conversation

  • Add tags to order

  • Add tags to contact

  • Add tags to conversation

  • Add to folder

  • Archiving a conversation

  • Deleting a conversation

replay

Resets the selected filter criteria.

search SEARCH

Starts the search. The automations found are listed in the overview.
Tip: Don’t choose any filters if you want to see all of the automations in the overview.

2.7. Copying an automation

If you would like to adjust an existing automation, for example select another trigger, but keep the filters and actions, it is not necessary to create a new automation from the bottom up. Instead, you can copy an existing automation and then carry out the desired changes.

Copying an automation:

  1. Go to Setup » CRM » Messenger » Automation.

  2. Search for the automation by means of the filter settings. Note the explanations about the filters in the Searching an automation chapter.

  3. In the overview, click in the line of the automation that you would like to copy on more_vert and then on content_copy Copy.
    → The window Copy automation "Name of automation" opens.

  4. Enter the name of the copy.

  5. Click on Save.
    → Carry out the desired changed in the copied automation.

2.8. Deleting an automation

Proceed as described below to delete an automation.

Deleting an automation:

  1. Go to Setup » CRM » Messenger » Automation.

  2. Search for the automation by means of the filter settings. Note the explanations about the filters in the Searching an automation chapter.

  3. In the overview, click in the line of the automation that you would like to delete on more_vert and then on delete Delete.
    → A window opens and you need to confirm your decision.

  4. Click on delete Delete.
    → The automation is deleted and removed from the overview.