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  • automation
  • actions

Actions

Actions are the steps your automations take. Each action is a single operation — sending a message, updating a contact, calling an API, or more.

Action types

Section titled “Action types”

Messaging

Section titled “Messaging”
Action Description
Send message Send a free-form WhatsApp message
Send template Send a pre-approved message template
Send image Send an image with optional caption
Send document Send a file (PDF, invoice, etc.)
Send location Send a business location

Contact management

Section titled “Contact management”
Action Description
Add tag Apply a tag to the contact
Remove tag Remove a tag from the contact
Update field Change a contact field (name, email, etc.)
Add note Add an internal note to the contact
Delete contact Remove the contact (with confirmation)

Conversation management

Section titled “Conversation management”
Action Description
Assign Assign conversation to a team member
Resolve Mark conversation as resolved
Close Close the conversation
Add to queue Add to a specific support queue

Order actions

Section titled “Order actions”
Action Description
Create order Place an order on behalf of the customer
Apply discount Apply a discount code to the next order
Send invoice Send an order invoice
Request review Ask for a product review

Integrations

Section titled “Integrations”
Action Description
Webhook Call an external API
Google Sheets Add/update a row in Google Sheets
Email Send an email
Slack Send a Slack notification
n8n Trigger an n8n workflow

Configuring actions

Section titled “Configuring actions”

Each action has its own settings. For example, “Send message”:

Action: Send Message
  To: {{customer_phone}}
  Message: "Hi {{customer_name}}! Your order {{order_id}} has shipped."
  Delay: 0 (immediately)

Action delays

Section titled “Action delays”

Add delays between actions:

  • Immediately — no wait time
  • After X minutes — wait minutes
  • After X hours — wait hours
  • After X days — wait days
  • At specific time — wait until a specific time of day

Error handling

Section titled “Error handling”

When an action fails:

Setting Behavior
Retry Try again up to 3 times with exponential backoff
Skip Skip the failed action and continue the workflow
Stop Halt the workflow and notify you
Fallback Run an alternative action

Action logs

Section titled “Action logs”

Every action execution is logged:

  • Timestamp — when it ran
  • Status — success or failure
  • Input — what data was used
  • Output — what happened
  • Error — failure reason (if any)

View logs in Automation → Workflows → Activity Log.

Tips

Section titled “Tips”
  • One action per step — keep each step focused
  • Use delays wisely — don’t send 5 messages in a row
  • Test every action — use Test Mode before going live
  • Monitor logs — check for failures regularly
  • Keep messages short — WhatsApp messages work best under 500 characters

Next steps

Section titled “Next steps”