Once an automation triggers, it runs a series of steps. Steps fall into a few groups depending on what you're trying to accomplish.
Conditions
Branch the automation based on data about the conversation or the contact, so different situations get handled differently within the same automation.
Interacting with the customer
Ask a question and collect a text answer.
Give choices as option buttons instead of free text.
AI steps
Let AI handle it – hand the conversation to your AI agent, which answers using your knowledge base.
AI routing – route based on how similar the message is to previous conversations.
Routing
Route to a specific inbox.
Route by keyword to the right inbox.
Show a knowledge base article as an answer.
Direct actions
Send a message or send an email.
Assign to a specific agent or team, or remove an assigned team.
Add a label.
Email the team.
Snooze or resolve the conversation.
Change priority.
Transfer to another automation.
Call a webhook.
Set a contact or conversation attribute.
Reopen a resolved conversation.