# Automations

> Flows that reply, route and tag on their own — triggers, nodes, drafts and publishing.
> Source: https://onpad.in/docs/automations

An automation is a flow that runs on its own when something happens — a first message arrives, or a customer says a particular word.

Automations are built on a canvas: a trigger at the top, then nodes connected by lines. Each node does one thing and hands the conversation to the next.

## Triggers

A flow has exactly one trigger, and it decides when the flow runs.

**New conversation** — the first time a customer messages you. Use it for a welcome message, or to collect what you need before a human picks up.

**Keyword** — the customer's message contains or equals a word you choose. Use it for `price`, `hours`, `STOP`, `catalogue`.

## Nodes

| Node | What it does |
|---|---|
| **Message** | Sends free text |
| **Template** | Sends an approved template — works even when the 24-hour window is closed |
| **Buttons** | Sends a message with tappable reply buttons |
| **List** | Sends a menu the customer picks from |
| **AI reply** | Hands this turn to the AI Agent, which answers from your business information |
| **Condition** | Branches on what the customer said — equals, contains |
| **Delay** | Waits before continuing |
| **Wait for reply** | Pauses the flow until the customer answers |
| **Tag** | Adds a tag to the contact |
| **Assign** | Assigns the conversation to a team member |
| **Handoff** | Stops the automation and hands over to a human |
| **End** | Finishes the flow |

**Assign and Handoff need an active team member.** A flow pointing at someone who has left will not publish.

## Draft and published

An automation keeps two versions: the **draft** you are editing and the **published** one that is actually running.

Editing never affects live conversations. Changes take effect when you publish, and each publish increments the version.

This is deliberate — a flow serving customers right now should not change under them because somebody dragged a node.

## Statuses

| Status | Meaning |
|---|---|
| **Draft** | Never published. Not running |
| **Active** | Published and running |
| **Paused** | Published but not running. Resumes on unpause |

Pause is the safe way to stop a flow that is misbehaving. Nothing is lost, and conversations part-way through stop where they are.

## Free text and the 24-hour window

The same rule as everywhere else: a **Message** node sends free text, which only works inside the 24-hour window.

Since automations usually trigger on a customer's own message, the window is almost always open. But a flow with a long **Delay** can wake up after it has closed — in that case use a **Template** node, which works at any time.

## Designing one that works

**Start small.** A welcome message and a handoff is a complete, useful automation. Build the twenty-node version after you have seen the two-node one run.

**Always leave a way to a human.** A flow a customer cannot escape is worse than no flow. Put a Handoff on the path where nothing matched.

**Use buttons instead of asking people to type.** Taps are unambiguous; typed answers need a Condition node for every spelling.

**Name nodes for what they do.** Six months from now "Message 4" tells you nothing.

## Watching them

Each automation records how many times it ran, how many succeeded, when it last ran, and the last error if one occurred.

A run count climbing with a success count that is not is the signal to open it — usually a Template node whose template was paused, or an Assign node pointing at someone who left.

## Automations and the AI Agent

They work together. An **AI reply** node hands one turn to the agent and then continues the flow, which lets you keep control of the structure — collect the order number with a Wait for reply, then let the agent answer the question about it.

See [AI Agent](https://onpad.in/docs/ai-agent).

## Next

- [AI Agent](https://onpad.in/docs/ai-agent) — the assistant that answers customers
- [Inbox](https://onpad.in/docs/inbox) — where a handoff lands