Panel

Automation

Automation can help you with some repetitive tasks like greeting the visitors on your site, providing a response when your operators are not available, or even sending a discount code to a group of people.

Skip to "My automation isn't working"

Once you open Automation on the left side of the Tidio panel, you can add a new automation, edit the existing ones, or check the statistics on how many have already been triggered.

There are some pre-set scenarios you can choose from and just fill in the message you want to send, or you can build your own Automation from scratch by setting up the actions, filters and conditions.

Creating your own custom Automation

Once you click on the ‘Create your own automation’ button on the right side, a node map will open, allowing you to add triggers, conditions, and actions.

Each node is one value and they can be added one after another. You start off with selecting a trigger - this establishes when the automation should occur, e.g. when someone opens your site for the first time, returns to it after a while, or when you’re not responding to a chat for some time.

Once the trigger is set, you can add the subsequent triggers, conditions, or actions.

After picking a trigger, action, or condition, simply drag and drop it in to the automation tree.  After clicking on the icon in the automation tree, a small setup window for it will appear, allowing you to type in a message, set the time, or just pick a value.

Once you add all the needed nodes, remember to save the automation.

Send message

This node will send a message to the visitor. Here you can also select the communication channel (Chat, Messenger, Email).

Delay

This node allows you to set a time delay after which the Automation will trigger. The amount of time can be set to seconds, minutes, hours, or days.

Conditions

A condition is used when you want to apply a filter in two ways (based on a yes/no question), so: e.g. if you have 2 separate promotion codes for your country and for the rest of the world - you can send them simultaneously using one automation.

Once you add a condition and set the value, you can join it to a trigger or action in the tree by clicking on the ⋅ button on either side of the icon, then dragging and dropping the arrow that appears.  When connecting the condition to an action, you will have the option to choose between Yes and No (see below). This allows you to apply two separate actions in one Automation, based on a selected filter. It works best if you want to send two separate messages for e.g. weekdays and weekends, or locals and foreigners. 

Conditions allow you to set a filter for two groups of visitors: the ones that fulfill the condition and the ones that don’t.

Editing, Turning Off, or deleting an existing Automation

If you have already added some Automations, they will show up at the top of the section. By clicking the three dots next to one of them, you’ll see the below menu, which allows you to edit it, turn it off, or delete it entirely.

By pressing ‘Edit’ you can open the node map again and modify the values or add more to it.  By pressing 'Turn off' you can deactivate the automation but still leave it configured in the event you intend to use it again in future.  Using the 'Delete' button will deactivate and remove the Automation. Remember that it cannot be undone!

My automation isn't working

So your brand new automation is not displaying... Here are two ways to check if it's set up correctly:

1. Clear your browser's cache 

You may have already seen that specific automated message. An automation is displayed just once per each session.
Clear the cache in your browser and check if the automation appears.

2. Open a new incognito window
You can open a new incognito/private window inside your browser by clicking CTRL + Shift + N (on Windows devices) or CMD + Shift + N (for Mac) on your keyboard. In incognito/private mode there's no cache stored inside the browser, which makes it a great tool to simulate a new visitor. Visit your own website in incognito/private mode and see if the automation appears.

If you still can't see your automation, simply reach out to us via live chat on our website or contact us at [email protected].

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