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Automations ​

What it is ​

An Automation puts your Agents and Workforces to work without anyone pressing Run: an Agent answers customers who message your Facebook Page, or a Workforce runs each time a connected App reports an event, such as a new Haravan order or a Zalo OA message. Find it in the left menu under Build → Automations.

Two triggers work today: Message and App event. Schedule and Webhook are listed but marked "Coming soon".

Key concepts ​

Triggers (the create dialog asks "When should the Agent start working?")

TriggerStarts whenWho does the workAvailable today
Message — "A customer messages"A customer messages a connected Facebook Page on MessengerOne published AgentMessenger only. The dialog also names Zalo OA and Website chat (marked "Coming soon"); neither can be set up yet.
App event — "Something happens in an app"A connected App sends an eventOne published WorkforceApps that send events: Haravan and Zalo
Schedule — "On a schedule"——Coming soon
Webhook — "Another system calls in"——Coming soon
  • Event — something an App reports, for example Haravan "Order created" or Zalo "Message received". Each App's events and their fields are listed on its page: Haravan, Zalo.
  • Conditions ("Run only when it matches") — rules on the event's fields. Operators: equals, is not, greater than, at least, less than, at most, contains, does not contain, has a value, is empty. Match All or Any. With no conditions the Automation runs for every event. Type numbers without separators (1000000).
  • Workforce inputs — each Start input of the chosen Workforce gets a value. Type a fixed value or press Insert variable:
    • {{trigger.<field>}} — a field of the event, for example {{trigger.total_price}} or {{trigger.customer.id}}.
    • {{trigger.event_key}} and {{trigger.occurred_at}} — which event it was and when it happened.
    • {{contact.name}}, {{contact.phone}}, {{contact.email}} — the Contact matched for this run.
  • Contact — map Phone, Email and Name from the event's fields. "FLAE finds or creates the Contact by phone, else by email." A contact that already exists keeps its name. With neither a phone nor an email, the run has no contact. Contacts live in the Contact Center.
  • Limit per minute (tab Advanced) — the most runs per minute, 1 to 600, default 60. Events over the limit are skipped.
  • After it finishes — "Send the result to your system" (an outgoing webhook) is marked "Coming soon".

How it works ​

Status

StatusMeaning
OnTaking work.
DraftAn App event Automation that has not been turned on yet. "Open the automation to finish setting it up".
PausedTurned off. New messages and events are ignored.
ErrorNeeds attention. The row says why: "The source app lost its connection.", "The Agent or Workforce is archived or not published." or "The automation hit an error and stopped taking work."

Message Automations

  1. Start answering binds one Facebook Page to one Agent and turns the Automation on at once.
  2. Each customer message goes to the Agent, which replies on Messenger. A first-time sender becomes a Contact automatically.
  3. The conversations show up in the Contact Center and on the Runs page. When the Agent hands over, or a person replies from Facebook itself, a person takes the conversation.
  4. Disconnecting Facebook puts the Page's Automations in Error; Reconnect Facebook, then turn them on again.

App event Automations

  1. A connected App sends an event to FLAE.
  2. Every Automation that is On for that App account and event checks its conditions. An event that does not match leaves no trace.
  3. A matching event over the per-minute limit is recorded as a Skipped run ("Over the per-minute limit").
  4. Otherwise FLAE finds or creates the Contact, fills the Workforce inputs and runs the Workforce's published version. These are production runs: writes really happen, and approvals wait in the Agent Inbox.
  5. The run acts as the person who created the Automation.

Run statuses: Queued, Running, Waiting for approval, Succeeded, Failed, Skipped.

  • Skipped also happens when the Automation was paused before the run started ("Automation is paused") or the Workforce is no longer published ("Workforce not published").
  • Failed happens when the Workforce fails, when the mapped values do not fit the Workforce inputs, or when the Automation's creator has left the Workspace.
  • Waiting for approval means an approval, question or escalation of the run waits for a person in the Agent Inbox. A report does not hold the run.
  • The same event delivered twice runs once. Events from before the Automation was turned on are ignored.
  • When a shop removes the FLAE app in Haravan, the connection is marked disconnected and its Automations are paused.

Turning an App event Automation on checks that: the App is connected; the event exists for that App; conditions and variables use fields the event has; the Workforce is published and not archived; every required Workforce input without a default is mapped. Until then the page says "Fill in the name, app, event, conditions and Workforce to turn the automation on." Changing an Automation that is On runs the same checks; a refused change leaves it as it was.

Common tasks ​

Answer Messenger with an Agent

  1. Connect Facebook on the Integrations page and select your Pages there (see Workspace settings).
  2. Publish the Agent that will answer (see Agents).
  3. In Automations, press Create automation, pick A customer messages and press Continue. The Answer Messenger 24/7 card under Start from a template goes to the same page.
  4. Choose the Page and, under Who answers, the Agent. Press Start answering.

A Page already answering shows "(already answering in this workspace)" or "(already answering in another workspace)" and cannot be picked.

Run a Workforce when an App event happens

  1. Publish a Workforce whose Start inputs hold what the event gives (see Workforce).
  2. Press Create automation, pick Something happens in an app and press Continue. The Confirm new orders template pre-fills Haravan's new-order event.
  3. Fill in Automation name, App and Event.
  4. Under Run only when it matches, press Add condition and choose Field, Operator and Value.
  5. Under Run a Workforce, choose the Workforce, fill its Workforce inputs and map the Contact.
  6. Press Create automation. It is saved as a Draft. Turn it on with the switch in its header.

Check what an Automation did

  • The list shows "Today at a glance": On, Runs today, Awaiting review (with Open Agent Inbox) and Errors. Filter by trigger, Status or Agent, or search.
  • An App event Automation has a Runs tab: Run history, newest first. View details shows the Event data, the Workforce Steps, the Output, the Error, the Cost, the Duration, the Contact and the open Agent Inbox items.
  • The Activity panel shows today's count and the recent runs ("Last … runs: … done, … waiting for approval, … failed"). For a Message Automation it counts today's conversations.

Change, pause or delete

  • Use the Options menu on a row: Change Agent, Pause / Turn on, Delete.
  • Change Agent on a Message Automation applies to new conversations. The Page cannot be changed; delete the Automation and create a new one.
  • On an App event Automation you can change the name, App, event, conditions, Workforce and inputs on Setup, and Limit per minute on Advanced. Press Save changes.
  • Deleting a Message Automation stops the Agent replying on that Page; conversation history is kept. Deleting an App event Automation also deletes its run history. Neither can be undone.

Limits and rules ​

  • Who can do what: Workspace Admins (and Organization Owners and Admins) create, change, turn on, pause and delete Automations. Everyone else in the Workspace can view them. Nothing can be changed in an archived Workspace.
  • A Message Automation takes one published Agent, not a Workforce. One Facebook Page can be bound to only one Automation across all Workspaces.
  • An App event Automation runs one Workforce. Up to 100 conditions; Limit per minute 1 to 600.
  • Message Automations have no working hours or hand-off settings yet; hand-off follows the Agent's own escalation rules.
  • Zalo OA messages cannot be answered by a Message Automation yet. To act on them, use an App event Automation on Zalo's "Message received" event that runs a Workforce.
  • The Assistant cannot create Automations. Ask Assistant opens Chat, where it can help build the Agent or Workforce (see Chat with the Assistant); you then create the Automation on this page.
  • To stop an Automation, pause it here. Pausing or archiving the Workspace does not stop it.
  • Workforce — what an App event Automation runs.
  • Agents — what a Message Automation puts on duty.
  • Runs — the history of Agent work, including Automation runs.
  • Agent Inbox — approvals and questions from Automation runs.
  • Contact Center — the conversations and Contacts Automations create.
  • Apps — each App's events and their fields.
  • Getting started — a first Agent on Messenger, end to end.