Automation rules
In one sentence
An automation rule is a simple “when this happens, do that” — like greeting first-time messagers, replying after hours, or reacting to a keyword.
The shape of a rule
Every rule has a trigger (what to watch for) and an action (what to do):
The built-in triggers
| Trigger | Fires when… | Great for |
|---|---|---|
| Welcome | Someone messages you for the first time ever | A warm greeting + menu |
| Out of hours | A message arrives outside your business hours | ”We’re closed; we’ll reply at 9 a.m.” |
| Keyword | An inbound message contains a word/phrase you set | ”PRICE” → send your price list |
The actions
- Send a text — a quick canned message.
- Send a template — for when you need an approved message.
- Assign to an agent — route the chat to the right person or team.
The Welcome rule fires only once per contact — the very first time they ever message you. Returning customers won’t get greeted again, so it never feels robotic.
Examples you can copy
| Goal | Rule |
|---|---|
| Greet new customers | Welcome → send text: “Hi! Thanks for messaging Sunrise Bakery 🍞 How can we help?” |
| After-hours reply | Out of hours → send text: “We’re closed now (open 9–6). We’ll reply first thing!” |
| Instant price list | Keyword “price” → send text with your prices, or a catalog |
| Route wholesale enquiries | Keyword “wholesale” → assign to your sales agent |
Where to set them up
Go to Settings → Automations. Rules apply to inbound messages in the Inbox automatically.
Start with just two rules — a Welcome and an Out-of-hours reply. They cover the most common “why didn’t anyone answer?” moments and take five minutes to set up.
How rules fit with everything else
Rules are the simplest responder. If you also use flows or the AI assistant, MsgBuddy follows a clear order to avoid double replies — see Who answers?. And remember: if a human is handling the chat, rules stay quiet.
Next: define when you’re open — business hours →.