In short: Automations are rules that run in the background when something happens in Mumble, such as a status change or a customer added to a list. Each rule has three parts: When, If and Then. Use them to route chats, close idle chats, add lists or notify other systems.
Create an automation
- Open Automations from the main menu and click the purple +.
- Give it a clear name, such as “Close after 90 minutes idle”.
- When: choose one trigger.
- If: add conditions with + Add condition. All conditions must match. Without conditions, it runs on every event of that type.
- Then: add one or more actions.
- Set Max actions per day and save.
Triggers and actions
Triggers:
- Conversation status changed
- Added to a list, or removed from a list
- Self-assignment, or an agent or team event
- Inactive conversation: the customer hasn’t written for a set time
Actions:
- Send a text message: only if the customer wrote in the last 24 hours.
- Send a template: works anytime.
- Add to or remove from a list
- Assign to an agent or team, or remove the assignment
- Assign a bot
- Change conversation status
- Send Webhook: sends data to another system. You choose the keys and values. See Webhooks in Mumble.
Messages sent by automations are billed by Meta like any other message. See Paying Meta and WhatsApp Messaging Costs.
Examples
- Close idle chats: When the chat is inactive for 90 minutes, If status is In progress, Then send “Still need help?” and change the status to Closed.
- Route hot leads: When added to a list, If the list is “Hot lead”, Then assign to the Sales team.
- Update your CRM: When the status changes, If the new status is Closed, Then send a webhook.
Limits
- Max actions per day: how many times this automation can run for the same customer in 24 hours. Default 50, range 1 to 100. It stops loops.
- Monthly runs: each run counts once, however many actions it has. Standard 250, Pro 25,000, Scale 100,000. Enterprise and extra runs are on the pricing page.
- Automations act only on new events, not on customers who were already in a list.
- To stop one for a while, turn off its Active toggle instead of deleting it.
Common questions
The automation doesn’t run
Check that Active is on, that the event really happens after you created it, and that the conditions match. Also check your monthly quota.
It ran, but the message didn’t arrive
A text message only works within 24 hours of the customer’s last message, so use a template. The customer may also have opted out.
It ran twice for the same chat
The event happened twice. Add a more precise condition, such as “previous status is New”.
I need a delay before the action
Only Inactive conversation has a delay. For “wait a day, then send”, use a drip campaign.