Automations & Bots Overview

Summary

Wabixo's Automations & Bots Engine provides 24/7 intelligent customer engagement without requiring constant manual intervention from human agents. By unifying Default Actions, Keyword Triggers, Visual Interactive Bot Flows, Autonomous LLM AI Agents, and Auto-Assignment Rules, organizations can qualify inbound leads instantly, resolve routine FAQs, route inquiries to specialized teams, and enforce strict response SLAs.

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Inbound Message Decision Hierarchy

When an inbound WhatsApp message arrives on your connected business number, Wabixo evaluates the message through a sequential decision hierarchy before taking action. This ensures that human conversations are never interrupted by bots while routine inquiries receive instant responses.

Sequential Processing Order:

1. Active Human Engagement Check:
   • If an agent is actively engaged in the conversation thread and human takeover is active, automated bots stand down immediately, routing the message directly to the assigned agent in the Team Inbox.
2. Keyword Trigger Match:
   • The message is compared against configured Keyword Actions using exact match, phrase contains, or pattern matching. If a match is found, Wabixo executes the associated action or launches the linked bot flow.
3. Autonomous LLM AI Agent:
   • If no keyword matches and the AI Agent is enabled for the phone line, the query is processed by the AI Agent using your uploaded business knowledge documents and instructions to generate an autonomous, grounded reply.
4. Business Hours Evaluation:
   • If no bot flow or AI Agent intercepts the message, the system evaluates your schedule configured under Settings → Business Hours. If the message arrives outside operational hours, an automated Away / Out of Office Message is sent.
5. First-Time / Session Welcome Greeting:
   • If the message arrives within business hours from a new customer or after an extended session gap, the automated Welcome Message or introductory bot menu triggers.
6. Auto-Assignment & Queue Routing:
   • If automated flows do not resolve the conversation, the chat is automatically assigned to available online team members (e.g., via Round-Robin distribution) or placed in the open queue for pickup.

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Core Automation Submodules

Wabixo organizes automation workflows into specialized tools accessible under Automations (/dashboard/automation):

Submodule	Operational Purpose	Practical Example
Default Actions	Baseline rules for welcome greetings, non-business hours away messages, and idle timeouts.	Sending an out-of-office response on Sundays and greeting new customers with an introductory menu.
Keyword Actions	Instant triggers listening for specific customer words, phrases, or numbers.	Replying with store location or menu link whenever a customer sends "LOCATION" or "MENU".
Bot Builder (Flows)	Visual multi-step conversational builder using interactive buttons, lists, and question nodes.	Guiding a customer through a 4-step consultation intake or booking flow.
AI Agent	Autonomous generative AI powered by LLM, trained on your uploaded product catalogs and policy PDFs.	Answering open-ended product questions, handling FAQs, and summarizing customer intent.
Workflow Rules (SLAs)	Automated monitors tracking response deadlines and inactivity escalation.	Alerting team leads or transferring a conversation if an urgent customer chat remains unreplied for > 15 minutes.
Quick Replies	Centralized library of pre-approved canned responses with slash (/) shortcuts.	Equipping agents to insert standardized pricing tables, refund policies, and greeting notes in one keystroke.

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Automation Best Practices & Guardrails

To deliver an exceptional customer experience, adhere to these operational guidelines when setting up automations:

1. Always Offer a Clear Human Handover:
   • Every automated bot flow should include a prominent button or keyword option (such as "Talk to Agent" or "Speak to Human") allowing customers to bypass the bot and reach a team member.
2. Respect the WhatsApp 24-Hour Service Window:
   • Automated free-form replies can only be sent while the customer's 24-hour service window is active. Once the window closes, only approved Meta message templates can initiate outbound communication.
3. Fine-Tune Keyword Sensitivity:
   • When configuring keyword triggers, choose precise match types (exact match vs phrase contains) to prevent accidental automated triggers during natural conversations.
4. Align Working Hours with Team Shifts:
   • Keep your operating schedule updated under Settings → Business Hours so away messages trigger strictly when your human team is off duty.

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Customer Troubleshooting & FAQs

Problem: A customer received an "Away Message" during normal working hours

• Why it happens: Either your operating schedule under Settings → Business Hours is misconfigured, your timezone is set incorrectly, or a public holiday was activated under Settings → Holidays.
• How to fix it: Go to Settings → Business Hours, verify your operating hours for the current day, confirm your timezone, and check the holiday calendar.

Problem: The automated bot stopped replying to a customer

• Why it happens:
  1. An agent opened or replied to the thread, which activates the human takeover safeguard to prevent bot interference.
  2. The customer's 24-hour WhatsApp messaging window expired.
• How to fix it: If human takeover is active, the agent can resolve the query manually or release the takeover in the chat header. If the 24-hour window expired, wait for the customer to message again or send an approved Meta template.

Problem: The bot flow triggers repeatedly when a customer sends ordinary sentences

• Why it happens: A keyword action is configured with a broad "contains" match on common words (such as "hi" or "help").
• How to fix it: Edit the keyword trigger to require an Exact Match or use more specific phrases (such as "help support" or "book appointment").

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Next Steps

• Setting Up Default Actions & Business Hours
• Creating Keyword Actions & Triggers
• Building Interactive Bots in the Flow Builder
• Configuring the Autonomous LLM AI Agent
• Configuring Auto-Assignment & Capacity Limits
• Setting Up Workflow Rules & SLAs
• Managing Quick Replies & Slash Shortcuts