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.

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 a new one from scratch’ button on the right side, a node map will open, allowing you to add triggers, actions, conditions and filters.

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 actions.

After picking an action, filter or condition, 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. You can select the communication channel (chat, email, Messenger) or let the chat pick it automatically, based on the source of the visitor's message.


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.


Adding a filtering node allows you to hand-pick for whom the action should occur, be it by name, country, gender, or even the OS they’re using. Among other things, this enables you to set up targeted messages with promotion codes for the chosen visitors.

Once you pick a filter, you can set the value and choose if it should include, exclude, contain, or not contain it.


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, the tree will expand into two paths: Yes and No. 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. Once you set a condition, you can add an action in the tree by clicking on the + button below it.

The main difference between Filters and Conditions is that in the first one you can only target one group of people. Conditions allow you to set a filter for two groups of visitors: the ones that fulfill the condition and the ones that don’t.

Managing or deleting an existing Automation

If you have already added some Automations, they will show up on the left side of the section. By clicking on one of them, you’ll see the stats screen, which allows you to trace its performance or edit it.

By pressing ‘Click here to edit’ you can open the node map again and modify the values or add more to it.

On the right side there’s a delete button that will deactivate and remove the Automation. Remember that it cannot be undone!

What if an Automation isn’t showing up?

If a newly added Automation doesn’t show up, you may need to clear the cache in your browser or open your site using a new private/incognito window. This is caused by the fact that some of the data is saved in the cache and that an Automation is sent once per session.

The best way to test any changes is to use a private/incognito window. It always opens a new, clean session and will display the current state of the the website in a reliable way.

You can also clear the cache in your browser and refresh the page - this will force the changes to appear on your site. For more info on how to clear the cache it, please check this site.


Click here to find more troubleshooting information.


If you have any questions regarding Automation, simply ask via chat or write us at [email protected]

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