Automation & templates

Policy

Automation holds the messages the agent sends on its own — to customers (welcome, reminders) and to your team (lead alerts, salesperson reminders, status updates) — and whether each goes out as text or as an approved WhatsApp template. How the AI replies (guardrails, what it must never say, the first message, when to hand off) lives in the agent's Instructions.

Templates

WhatsApp requires pre-approved templates to start conversations. Create and submit them under Campaigns → Templates, then reuse them in campaigns and follow-ups.

Follow-ups

• Define when the agent nudges a quiet lead and what it says.
• Follow-up rules run in a background worker, so reminders fire even when no one is online.
• Keep follow-ups within WhatsApp's allowed windows and templates.