Automations

Automations in Squarebox

Overview

Automations in Squarebox allow you to automate actions based on customer behavior or specific triggers. This powerful feature ensures timely responses, lead management, and seamless workflow automation without manual intervention. Whether you're sending a WhatsApp message, tagging a lead, or assigning a team member, triggers help you save time and create smarter customer journeys.

How an Automation Works

Every trigger in Squarebox has three key components:

1. Triggers

Define the event or field-based logic that starts the automation. Example conditions include:

a. Whenever a customer replies and an automation has been set up for that specific message, it is considered a trigger activation. b. When a field like "Lead Status" equals a specific value.

2. Actions

Send Message: Automatically sends a WhatsApp message to the customer upon trigger activation.

Perform Action: Executes internal operations to streamline workflows. These include updating lead status, tagging leads, assigning team members, updating custom fields, or organizing customers into specific segments.

3. Exit Conditions (Optional)

Define when the trigger should stop executing further actions. This helps control over-communication and avoid repetitive workflows.

Setting Up an Automation (Step-by-Step)

1. Name Your Trigger

Give your trigger a clear, meaningful name so you can easily identify its purpose later.

2. Add Triggers

Define what should start this workflow:

Whenever a customer interacts with a field (e.g., "Messaging", "Lead State", "Course Interest"), and that field matches the specified condition, a trigger is activated automatically.

Choose a customer field (e.g., “WhatsApp Template”, “Lead State”).

Define the condition logic (e.g., “is”, “contains”).

Set the expected value (e.g., “MBA Leads”).

You can also combine multiple conditions using OR/AND logic to build advanced trigger scenarios.

3. Add Actions

Select the actions to perform when the trigger fires. There are two types of actions:

Send Message: Sends a WhatsApp message to the customer using a pre-approved template. You can: Add variables (e.g., name, course). Set delay options (e.g., immediately, after 1 hour, after a day). Choose frequency (once or every time). Personalize the message content.

Perform Action: Internal operations such as: Updating lead state. Assigning leads to agents. Adding tags. Updating customer fields. Adding to segments.

4. Add Exit Conditions (Optional)

Specify when to stop the automation:

When a customer replies.

When a field is updated.

When a lead moves to a different state.