# WhatsApp Automation

> Automated WhatsApp replies in Avox - the Automation page, the 3-step wizard, managing and editing automations, credits, and the monthly credit limit.

Source: https://docs.theavoxai.com/automation

Automation replies to your customers on WhatsApp by itself. You choose what starts an automation
(a **trigger**, such as a keyword) and what it does (its **actions**, such as a text reply, a
button or link message, a document, one of your [Flows](https://docs.theavoxai.com/flows), tagging the contact, or alerting
your team). From then on Avox runs it for every matching message, day and night, while your team
handles the conversations that need a person.

Automation is the engine behind [Avox AI](https://docs.theavoxai.com/avox-ai). It's marked **Beta** in the dashboard.

## In this section

| Page | What it covers |
| --- | --- |
| [Builder](https://docs.theavoxai.com/automation/builder) | The canvas: adding, connecting, branching, testing, and saving actions. |
| [Triggers](https://docs.theavoxai.com/automation/triggers) | Every trigger, its settings, and the rules for when an automation runs. |
| [Actions](https://docs.theavoxai.com/automation/actions) | Every action, its fields and limits, and its credit cost. |
| [Credits](https://docs.theavoxai.com/automation/credits) | How automation credits are granted, spent, and reset. |
| [Create an automation](https://docs.theavoxai.com/walkthrough/create-automation) | A click-by-click guide to the wizard, with screenshots, tips and common mistakes. |

## Before you start

- **Connect a WhatsApp number.** The Automation page opens once a number is connected
  ([AVX-3001](https://docs.theavoxai.com/error-codes/avx-3001)).
- **Have an active plan.** Automations send only while the Switchboard has an active
  subscription, and each send spends [automation credits](https://docs.theavoxai.com/automation/credits).
- **Check your plan's automation limit.** Each Switchboard can hold as many automations as its
  plan allows (see [Plans](https://docs.theavoxai.com/plans)). This count is separate from your credits.

## Who can do what

| Action | Admin | Manager |
| --- | --- | --- |
| View automations, drafts, charts, and credits | Yes | Yes |
| Create, edit, and delete automations | Yes | Yes |
| Switch an automation on or off | Yes | Yes |
| Set the [monthly credit limit](#monthly-credit-limit) | Yes | - |

If **Create automation** doesn't appear for you, automation creation has been switched off for
your account - contact [Support](https://docs.theavoxai.com/support).

## The Automation page

Open **Automation** in the sidebar. The page reads "Automated replies that fire on their own,
based on rules you set."

### First visit

A Switchboard with no automations sees a short introduction: **Meet Automation**, **Pick a
trigger, choose a reply**, and **Let's build your first one**. Click **Next** to move through it
and **Create your first automation** to open the wizard, or **Skip** to go straight to the page.
Once skipped, it stays hidden in that browser until the Switchboard has no automations and no
drafts again.

### Page layout

- **Header** - **Docs** opens this page and **Create automation** opens the wizard. When every
  automation slot is used, the button is disabled and the page shows "You've used X of Y
  automations. Delete one to create a new one. (AVX-3068)" with a **Manage automations** link -
  see [Premade automations](#premade-automations).
- **Overview** - four tiles:
  - **Automations** - how many of your plan's automation slots are used, for example "2/5".
  - **Active · Drafts** - how many automations are switched on, and how many drafts you have.
  - **Fires (30d)** - how many times your automations ran in the last 30 days, with a small
    trend line.
  - **Credits used** - credits used out of your grant this period, and when they reset. See
    [Credits](https://docs.theavoxai.com/automation/credits).
- **Premade automations** - ready-made starting points. See
  [Premade automations](#premade-automations).
- **Drafts** - automations you started in the wizard but haven't created yet, "Drafts (n/10)".
  **Edit** resumes one; the trash icon deletes it.
- **Your automations** - every automation, with its **Name**, **Trigger** and a short summary
  under it (the first three keywords or tags, or the wait time such as "after 30m"), number of
  **Actions**, **Status**, **Last edited**, and three buttons: **Edit** (the canvas), **Manage**
  (the automation's own page), and a trash icon that deletes it straight away. In this table a
  No-reply follow-up automation's trigger reads **Follow-up (no reply)**.

With no automations yet, the table reads "No automations yet - create one above."

### Switching an automation on or off

The switch in the **Status** column turns an automation on (**Active**) or off (**Inactive**).
New automations start switched off. Before switching one on, Avox checks that:

- it has at least one action ([AVX-3072](https://docs.theavoxai.com/error-codes/avx-3072));
- every Flow it sends is still published ([AVX-3078](https://docs.theavoxai.com/error-codes/avx-3078));
- every template it sends is still approved ("One of this automation's actions sends a template
  that's no longer approved").

Switching one off takes effect straight away: it stops firing on new messages.

> **Note**
>
> The Avox team can pause an automation that is misbehaving, for example one that fires far more
> than expected. A paused automation shows as **Inactive**. Once you've fixed it, switch it back
> on yourself.

## Creating an automation

> **Tip**
>
> Building your first one? Follow the [Create an automation](https://docs.theavoxai.com/walkthrough/create-automation)
> walkthrough, a click-by-click guide with a screenshot for every step.

Click **Create automation** to open the wizard at `/automation/new`. It has three steps - **Type**,
**Name**, and **Build** - and each step's **Docs for this step** link opens the matching section
below. **Back to Automation** returns to the list; your work stays saved as a draft.

The wizard saves a draft a moment after each change. You can keep up to **10 drafts** per
Switchboard ([AVX-3073](https://docs.theavoxai.com/error-codes/avx-3073) at the limit), and the draft is removed once the
automation is created.

### Step: Type

Pick what starts the automation, then click **Continue**. On a wide screen, a small phone preview
shows an example message and reply for the trigger you've selected.

| Trigger | Fires when |
| --- | --- |
| **Keyword match** | A customer's message contains one of your chosen words or phrases. |
| **Any message** | A customer sends you any message - a catch-all auto-reply. |
| **Outside business hours** | A customer messages you outside your opening hours. |
| **No-reply follow-up** | Nobody has replied to a customer after a set number of minutes. |
| **New contact** | A contact sends you their very first message. |
| **Tag added** | One of your automations adds a chosen tag to a contact. |

Each trigger is covered in full on [Triggers](https://docs.theavoxai.com/automation/triggers).

### Step: Name

Enter an **Automation name** (required, up to 80 characters, for example "Store hours
auto-reply"), then fill in whatever your trigger needs:

| Trigger | Settings |
| --- | --- |
| Keyword match | **Keywords** - type a word or phrase and press Enter (or type a comma) to add it as a chip. Add at least one. Backspace in the empty field removes the last chip. |
| Outside business hours | **Opens at** and **Closes at** (24-hour time, defaults 09:00 and 18:00), and **Timezone** - detected from your device and changeable from the list. |
| No-reply follow-up | **Minutes to wait before following up** (30 by default). Keep it at 1,380 minutes (23 hours) or less so the follow-up lands inside the 24-hour messaging window - see [Triggers](https://docs.theavoxai.com/automation/triggers#no-reply-follow-up). |
| Tag added | **Tags to watch for** - one or more tags, added as chips. |
| Any message, New contact | Nothing else to set. |

Click **Continue** (enabled once the automation has a name), or **Back** to change the trigger.

### Step: Build

Build the actions on the canvas. Drag actions in from the **Actions** panel, edit each one right
in its box, and add a **Condition** to branch. The canvas is covered step by step on
[Builder](https://docs.theavoxai.com/automation/builder), and every action on [Actions](https://docs.theavoxai.com/automation/actions).

![The Build step before any actions: the Keyword match trigger box with its keyword chip, the canvas toolbar, the Action and Preview tabs, and the Actions panel](https://docs.theavoxai.com/screens/automation/create-build-light.webp)

*Step: Build. Add actions from the panel on the right.*

When you're done, click **Validate & Create**:

**1. Avox checks the structure**

Every action must be filled in, and branches must be valid. Any problem stops here with a
message, for example "Finish filling in every action (reply text, keywords, etc.) before
creating." or [AVX-3077](https://docs.theavoxai.com/error-codes/avx-3077).

**2. The preview runs**

The **Preview** tab plays a sample customer message through your actions, step by step.

**3. The automation is created**

When the preview finishes, Avox creates the automation and opens its Manage page. It starts
switched off - flip its switch to turn it on.

**Back to builder** (or the **Action** tab) stops the preview without creating anything.

## Managing an automation

Click **Manage** on an automation to open its page. **Back to Automations** returns to the list.
The page shows:

- **Its trigger** and summary, for example "Fires outside 09:00 to 18:00", "Fires after 30
  minutes of no reply", or "Fires when tagged: VIP".
- **The on/off switch** with an **Active** or **Inactive** badge.
- **Edit** - opens the canvas. Its back link (**Back to Manage**) returns you to this page.
- **Delete** - asks **Delete this automation?** ("This can't be undone. It will stop firing
  immediately.") before deleting.
- **How many actions** it has.
- **Fires per day (last 30 days)** and **Fires by hour of day** charts. Both fill in once the
  automation has run at least three times. Before that they read "Nothing has fired yet." or
  "Not enough activity yet for a meaningful chart."
- **Credits spent** - the total credits this automation has used, all time, broken down by
  action type (for example **Text reply**, **Quick reply buttons**, **Send a document**,
  **Appointment / Flow**, or **Template**). "No credits spent yet." until it sends something.
- **Recent activity** - a **Contact** and **Fired at** list of who it ran for, and when.

## Editing an automation

**Edit** opens the automation's edit page: the same canvas as the wizard's **Build** step. Changes
save automatically a moment after you stop editing - the avatar shows "Saving…", then "Saved."
(or "Couldn't save that." with [AVX-3070](https://docs.theavoxai.com/error-codes/avx-3070)). Autosave waits while an action
is still half filled in. **Validate & Save** runs the full checks and the preview first, then
saves. The back link reads **Back to Manage** when you came from the automation's Manage page,
and **Back to Automation** otherwise.

On the Edit page you can change the actions, their layout, and (for a Keyword match automation)
the keywords on the trigger box. To change an automation's trigger type, create a new automation.

## Automation credits

Every message an automation sends spends credits from your Switchboard's credit grant: 1 credit
for a text reply, template, image, video, document, audio, location, contact card, link button or
call request, 2 for buttons or a list, and 3 for a Flow. An **Ask a question** step costs 1
credit (2 with answer buttons). Everything that doesn't send a WhatsApp message is free: marking
read, tags and categories, contact fields, notes, waiting, delays, stopping, team notifications
and webhooks. When the credits for the current period run out,
automations stop sending until the next period
([AVX-3076](https://docs.theavoxai.com/error-codes/avx-3076)).

How credits are granted, when they reset, and how to see your balance are on
[Credits](https://docs.theavoxai.com/automation/credits).

## Monthly credit limit

An Admin can cap how many automation credits the Switchboard spends, below what its plan grants -
a budget guard, not a billing setting. The **Automation credit limit** card appears on
**Settings > Switchboard** for Switchboards on the **One-time** billing option (the whole year
paid upfront), which receive their credits as one grant for the whole year. Only Admins see the
card.

**1. Open the card**

Go to **Settings**, open the **Switchboard** tab, and find **Automation credit limit** under
the Switchboard card. Its **How this works** button opens this section.

**2. Set the limit**

Tick **Set a monthly limit** and enter a whole number of credits, 0 or higher (for example
500). Leave it unticked for "No limit - automations can use this Switchboard's full plan
grant."

**3. Save**

Click **Save limit**. You see "Automation credit limit updated".

Avox compares the limit with the credits used in your current credit period. Once usage reaches
the limit, automations stop sending messages, the same hard stop as running out of credits, and
the **Credits used** tile on the Automation page shows "This period's automation credits are used
up - automated replies are paused until they reset." Steps that don't send a message (**Mark as
read**, **Tags & categories**, notes, team notifications and the rest) keep working, since none
of them spends a credit. The limit can only lower what automations spend - it
never adds credits, and the tile still shows your full grant.

To remove the limit, untick **Set a monthly limit** and click **Save limit**. If you enter
something that isn't a whole number, you see "Enter a whole number of credits, 0 or higher". If
saving fails you see "Couldn't save your automation credit limit" with
[AVX-3081](https://docs.theavoxai.com/error-codes/avx-3081).

## Premade automations

The **Premade automations** section on the Automation page fills in the wizard for you - trigger,
name, keywords, and actions - and opens it at **Name**, so you can review everything before
building. The same premades appear in the canvas's **Actions** panel under **Premade**, where
clicking one adds its actions to the automation you're editing (the panel's search also matches
each premade's keywords).

- **Filter** - the chips above the cards show **All** or one group: **Sales and leads**,
  **Support**, **Bookings**, **Engagement** or **Opening hours**.
- **Credits** - each card shows the most one run can cost, for example "Up to 3 credits a run"
  (the costliest path through its branches), or "Free to run". See [Credits](https://docs.theavoxai.com/automation/credits).
- **What it needs** - when a premade needs something this Switchboard doesn't have yet, its card
  says so with a link to fix it. You can still create the automation; it just can't be switched
  on until the missing piece is there.

| Card says | Why | Fix |
| --- | --- | --- |
| Needs an approved template - you don't have one yet. ([AVX-3405](https://docs.theavoxai.com/error-codes/avx-3405)) | It sends a template, and no template here is Approved. | **Create one from the Avox library** opens a matching ready-written template (for the re-engagement premade, **We miss you**). Submit it and wait for Meta's approval. See [Library](https://docs.theavoxai.com/templates/library#avox-library). |
| Needs calling turned on for a WhatsApp number. ([AVX-3406](https://docs.theavoxai.com/error-codes/avx-3406)) | It sends a call permission request. | Turn calling on from **Connections**. |
| Needs a published Flow. ([AVX-3407](https://docs.theavoxai.com/error-codes/avx-3407)) | It opens one of your Flows. | Create and publish a Flow on **Flows**. |

| Premade | Trigger | What it does |
| --- | --- | --- |
| Lead qualifier | Keyword match (quote, interested, enquiry, inquiry) | Files the contact under the **Lead** category, asks for their budget with three answer buttons and saves it to the `budget` field. An answer moves them from **Lead** to **Qualified**, tags `qualified_lead` and thanks them; with no answer within 2 hours, it sends a gentle "reply any time" note. |
| Appointment confirm or reschedule | Tag added (appointment_booked) | Asks the contact to **Confirm** or **Reschedule**. Confirm tags `appointment_confirmed` (removing `appointment_booked`), adds a note and confirms; Reschedule tags `reschedule_requested`, adds a note, **notifies the team** and asks for a new time; anything else (or no answer within 4 hours) says the team will follow up. |
| Feedback with follow-up | Tag added (feedback_request) | Asks for a rating (Great / Okay / Poor) saved to the `rating` field. Poor files them under **Unhappy customer**, tags `needs_follow_up`, asks what went wrong and saves it as a note; Great files them under **Promoter**; Okay gets a thank-you. |
| Welcome + tag new customers | New contact | Sends a welcome, tags the contact `new` and files them under **New customer**. |
| VIP routing | Keyword match (vip, priority, bulk order, wholesale) | Files the contact under **VIP**, tags `vip_request`, **notifies the team** (with an email to Admins) and reassures the customer. |
| Store hours auto-reply | Outside business hours | Marks the message read and says when you'll be back. |
| Out of hours away message | Outside business hours | Replies straight away, tags `after_hours`, then after a 12-hour **Delay** says you're open (still inside the 24-hour window). |
| FAQ: pricing questions | Keyword match (price, pricing, cost, how much) | Replies with your pricing, then adds a bulk-order reply when the message also mentions "bulk" or "wholesale". |
| Send your price list | Keyword match (price list, catalog, catalogue, menu, brochure) | Sends your price list as a PDF **document** and tags `price_list_sent`. |
| Share your store location | Keyword match (address, location, where are you, directions) | Sends a **location** pin for your store, then your opening hours. |
| VIP tag follow-up | Tag added (VIP) | Sends a thank-you offer and tags the contact `vip_thanked`. |
| No-reply follow-up | No-reply follow-up | Checks in with "Sorry for the wait - just checking in, we'll have an answer for you shortly!", tags `followed_up` and **notifies the team**. |
| Re-engagement with a template | Tag added (re_engage) | Sends your first approved **template** (it works outside the 24-hour window), swaps the `re_engage` tag for `re_engaged`, then waits 12 hours: a reply **notifies the team**, no reply files them under **Dormant**. Pick the template in the builder if you have more than one. |
| Order status link | Keyword match (order, purchase, bought, shipment, track) | Sends a **Track order** link button to your order page; when the message mentions "cancel" or "refund", it also files them under **Support**, tags `refund_request` and **notifies the team**. |
| Callback request | Keyword match (call me, callback, call back, phone call) | Sends WhatsApp's **call permission request**, adds a note, tags `callback_requested` and **notifies the team**. Needs calling turned on. |
| Lead to CRM via webhook | Keyword match (demo, sign up, signup, get started) | Files the contact under **Lead**, asks for their email (saved to the `email` field), then **sends the contact and answer to your webhook** and thanks them. |
| Complaint escalation | Keyword match (complaint, unhappy, angry, disappointed) | Tags the contact `escalation`, files them under **Support**, **notifies the team** (with an email to Admins) and sends an apology. |
| Booking & appointment inquiry | Keyword match (book, appointment, schedule, reservation) | Sends a **Book now** link button to your booking page and tags the contact `booking_inquiry`. |
| Catch-all with urgent flagging | Any message | Acknowledges every message; when it mentions "urgent", "emergency", or "asap" it tags `urgent` and **notifies the team**. |

Replace the placeholders before switching a premade on: bracketed text in replies (such as
"[add your pricing link or details here]"), `https://example.com/...` links, the store location's
coordinates and address, and the webhook URL.

When every automation slot is in use, the premade cards and **Create automation** are disabled and
the page shows "You've used X of Y automations. Delete one to create a new one.
([AVX-3068](https://docs.theavoxai.com/error-codes/avx-3068))" with a **Manage automations** link. The limit is this
Switchboard's own plan (or its owner's plan) - the same number Avox enforces when you create one.
The link scrolls to **Your automations** with the switched-off ones highlighted, since they aren't
replying to anyone right now.

## Related errors

| Code | Message |
| --- | --- |
| [AVX-3067](https://docs.theavoxai.com/error-codes/avx-3067) | Check the automation's name, trigger, and actions. |
| [AVX-3068](https://docs.theavoxai.com/error-codes/avx-3068) | You've used every automation your plan allows. |
| [AVX-3069](https://docs.theavoxai.com/error-codes/avx-3069) | Couldn't create that automation. Try again. |
| [AVX-3070](https://docs.theavoxai.com/error-codes/avx-3070) | Couldn't save that automation. Try again. |
| [AVX-3071](https://docs.theavoxai.com/error-codes/avx-3071) | Couldn't delete that automation. Try again. |
| [AVX-3072](https://docs.theavoxai.com/error-codes/avx-3072) | Add at least one action before turning this on. |
| [AVX-3073](https://docs.theavoxai.com/error-codes/avx-3073) | You've reached the maximum of 10 saved drafts. Delete one to start another. |
| [AVX-3074](https://docs.theavoxai.com/error-codes/avx-3074) | Couldn't load that draft. Try again. |
| [AVX-3075](https://docs.theavoxai.com/error-codes/avx-3075) | Couldn't load your automation credit balance. |
| [AVX-3076](https://docs.theavoxai.com/error-codes/avx-3076) | This period's automation credits are used up - automated replies are paused until they reset. |
| [AVX-3077](https://docs.theavoxai.com/error-codes/avx-3077) | Two conditions check the exact same keywords - remove one before continuing. |
| [AVX-3078](https://docs.theavoxai.com/error-codes/avx-3078) | One of this automation's actions sends a Flow that's no longer published. |
| [AVX-3081](https://docs.theavoxai.com/error-codes/avx-3081) | Couldn't save your automation credit limit. Try again. |
| [AVX-3170](https://docs.theavoxai.com/error-codes/avx-3170) | Set the reply wait to between 1 and 1380 minutes (23 hours). |
| [AVX-3171](https://docs.theavoxai.com/error-codes/avx-3171) | Write the question and choose where to save the answer. |
| [AVX-3172](https://docs.theavoxai.com/error-codes/avx-3172) | An automation can pause (wait for a reply or a delay) at most 10 times. |
| [AVX-3290](https://docs.theavoxai.com/error-codes/avx-3290) | Set each delay to between 1 and 1380 minutes (23 hours). |
| [AVX-3291](https://docs.theavoxai.com/error-codes/avx-3291) | Use a public https:// link to a supported file type in each media step. |
| [AVX-3292](https://docs.theavoxai.com/error-codes/avx-3292) | Each Tags & categories step needs at least one tag or category to add or remove (up to 10 in each list). |
| [AVX-3293](https://docs.theavoxai.com/error-codes/avx-3293) | Use a public https:// URL in each Send to webhook step. |
| [AVX-3405](https://docs.theavoxai.com/error-codes/avx-3405) | This premade sends a template, and this Switchboard has no approved template yet. |
| [AVX-3406](https://docs.theavoxai.com/error-codes/avx-3406) | This premade asks to call the customer. Turn on calling for a WhatsApp number first. |
| [AVX-3407](https://docs.theavoxai.com/error-codes/avx-3407) | This premade sends a Flow, and this Switchboard has no published Flow yet. |