Action Types Overview

Actions are the building blocks of your automation — they define what happens when the trigger fires. You can chain multiple actions together and add conditions and delays between them.

💬 Send WhatsApp Message

Sends a WhatsApp template message to the customer.

Configuration

• Template text — your message with {{variables}} for dynamic content
• Template name — unique name in snake_case (e.g., order_bevestiging)
• Language — nl_NL, en_US, en_GB, de_DE, fr_FR, es_ES, it_IT
• Category — UTILITY, MARKETING, or AUTHENTICATION
• Emoji picker — 100 emojis available to include in your message

Your template is submitted to Meta for approval. You can see the approval status on the automation card.

� Send SMS

Sends an SMS text message to the customer via your connected Twilio phone number.

Configuration

• SMS message — your message text (max 1600 characters)
• Character counter — shows current character count and how many SMS segments will be sent (1 segment = 160 characters)

Plan requirement: Pro plan. Requires a Twilio account with an SMS-enabled phone number.

�📧 Send Email

Sends an email using one of your saved email templates.

Configuration

• Select template — choose from your email templates (created in the email editor)
• The email is sent via your configured provider (Resend or Microsoft 365)

Plan requirement: Pro plan for email automation templates.

📋 Interactive Menu

Sends a WhatsApp interactive menu — a structured message with selectable options that the customer can tap.

Configuration

• Header text — title at the top of the menu
• Body text — main message explaining the options
• Footer text — small text at the bottom
• Menu items — each item has:
  • Title — button label
  • Description — extra context
  • Auto-tag — automatically tag the conversation when selected
  • Priority — set conversation priority when selected
  • Requires agent — flag for human handoff

Plan requirement: Pro plan.

👤 Assign to Team

Automatically assigns the conversation to a specific team.

Configuration

• Select team — dropdown of your organization's teams

📦 Send Track & Trace

Sends tracking information (tracking number and URL) to the customer.

Configuration

• Custom message — optional additional text to include with the tracking info

Works with MyParcel and Sendcloud tracking variables.

🛍️ Send Product Info

Sends product information from an order to the customer.

Configuration

• Custom message — optional additional text

🏪 Send Catalog Link

Sends a link to your product catalog.

Configuration

• Custom message — optional additional text with the catalog link

❓ Check Condition

Creates a Yes/No branch in your workflow based on criteria.

Configuration

• Menu option IDs — which interactive menu option was selected by the customer
• Yes branch — actions to execute when the condition is true
• No branch — actions to execute when the condition is false

Each branch can contain its own chain of actions, delays, and even nested conditions.

⏱️ Delay

Pauses the workflow for a specified duration before continuing to the next action.

Configuration

• Value — a number (e.g., 1, 2, 24)
• Unit — hours

Use delays for follow-up messages (e.g., send a review request 3 days after delivery).

🔍 Check Order Status

Checks the current status of a WooCommerce order and routes the flow accordingly.

Configuration

• Stop on statuses — statuses that should halt the flow (e.g., "processing", "completed")
• Continue on statuses — statuses that should continue (e.g., "pending", "on-hold", "failed")

🤖 AI Categorize & Assign

Uses AI (GPT-4o-mini) to automatically categorize an email and route it to the right team.

Configuration

• Auto-assign team — automatically assign to the suggested team
• Auto-set priority — automatically set conversation priority
• Auto-add tags — automatically add suggested tags

Plan requirement: Pro plan. See AI Email Categorization & Smart Routing for details.

🏁 End Flow

Terminates the automation. No configuration needed. Use this to explicitly mark the end of a branch or flow.