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Workflow builder

Automations

Automate repetitive work without hiding what the system is doing.

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Think Reply documentationSetup, messaging, growth, commerce and security in one place.
4Guide sections
LiveProduct-aligned docs
SecureWorkspace-first setup
01

Triggers

Automations can start from supported message, contact, lead, lead-stage or normalized commerce activity.

  • Commerce triggers include supported order, customer and product events.
  • Choose one clear business event per automation.
  • Name workflows by outcome rather than by technical trigger.
02

Conditions

Use conditions to narrow when a workflow should run.

  • Channel filters.
  • Keyword checks.
  • Lead-stage checks.
03

Actions

Available workflow actions include operational steps that reduce repetitive agent work.

  • Add a tag.
  • Assign an agent.
  • Create a lead.
  • Send a reply.
  • Call a webhook.
04

Auditability

Automation runs should remain understandable through Activity and related records.

  • Test with a small sample.
  • Avoid overlapping rules that perform the same action.
  • Disable a workflow before editing a live process.
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