Automations
Build no-code workflows that reply to customers, route conversations, tag contacts, and run on a schedule — all without writing code.
How automations work
An automation is a sequence of triggers, conditions, and steps. When a trigger fires (a new message, a new contact, a keyword match, or a schedule), HopeChat walks through the steps — sending a text, asking a question, running a test, waiting, calling a webhook, or branching on a condition.
Create an automation
- 1
Open Automations
Go to Automations in the sidebar and click + New Automation.
- 2
Set a trigger
Choose when the automation starts: Message received (all or keyword),New contact, or Schedule. Keyword triggers watch for exact text the customer sends.
- 3
Add steps
Drag in steps from the step panel. Each step is one action: send a text, send a template, ask a question, run a test, add a tag, wait, call a webhook, or branch on a condition. You can chain them in sequence or split into branches.
- 4
Save and test
Click Save. Send a test message matching your trigger from any phone to see it fire. The automation tab shows a live log of every run.
Available step types
Send text
Send template
Ask question
Start test / practice
Add tag
Webhook
Wait
Branch
Best practices
- Start simple— a one-step "reply with info" automation is the fastest way to prove the system works before adding branches.
- Use keywords— keyword triggers (e.g. "help", "price") let customers opt in to specific automations.
- Tag contacts— add a "contacted" or "lead" tag as a step so your team can segment later.
- Check logs — the automation detail page shows the run log with timestamps, helping you spot stuck or failing steps.