Automation in DMLY allows you to streamline repetitive tasks, respond instantly to customer actions, and build structured workflows that run automatically across channels like WhatsApp, Instagram, Messenger, Telegram, and Live Chat.

Instead of manually managing every message or lead, automation helps you create intelligent rules that trigger actions based on specific events.

What is Automation?

Automation in DMLY works using a simple structure:

Trigger → (Optional) Condition → Action

Each automation rule follows this flow:

• Trigger – When the automation should start

• Condition (Optional) – Rules that must be met

• Action – What the system should do

This allows you to build powerful workflows without writing any code.

1. Triggers – When Automation Starts

Triggers define the starting point of a workflow.

Common triggers include:

• When a message is received

• When a message is sent

• When a contact is created

• When a contact is added to a tag

• When a contact status changes

• When a contact is removed from a tag

Triggers ensure automation runs at the exact moment it’s needed.

2. Conditions – Apply Smart Filters

Conditions refine when an automation should execute. Think of them as:

“If this is true, then proceed.”

Examples of conditions:

• Tag equals “New Lead”

• Channel equals WhatsApp

• Contact status equals Open

• Message contains a specific keyword

• Contact is not unsubscribed

You can combine multiple conditions using AND / OR logic for more advanced workflows.

3. Actions – What Happens Automatically

Actions are what DMLY performs once the trigger (and conditions) are met.

Examples of actions:

• Send an auto-reply message

• Assign conversation to a team member

• Add or remove a tag

• Send a notification to your team

• Start a CSAT survey

• Forward conversation to a webhook or CRM

• Update contact status

Actions eliminate manual steps and improve response time.

Common Automation Use Cases

Automation can be used to:

Welcome New Leads

• Trigger: Contact added to “New Lead” tag

• Action: Send welcome message + notify sales team

Route by Keyword

• Trigger: Message received

• Condition: Message contains “pricing”

• Action: Assign to sales team

Send CSAT After Chat

• Trigger: Contact status changes to Closed

• Action: Send CSAT survey

VIP Alerts

• Trigger: Message received

• Condition: Contact tag = VIP

• Action: Notify priority support team

Multi-Channel Automation

DMLY automation works across:

• WhatsApp

• Instagram

• Messenger

• Telegram

• Live Chat

This ensures consistent customer experience across all communication channels.

Why Use Automation?

Using automation in DMLY helps you:

• Respond instantly to leads

• Reduce manual workload

• Improve team efficiency

• Prevent missed conversations

• Standardize customer journeys

• Increase engagement and conversions

Automation transforms your support and sales operations from reactive to proactive.

Best Practices for Automation

• Keep workflows simple and clear

• Use tags to organize contacts

• Always test new rules before going live

• Respect unsubscribe and consent settings

• Monitor performance regularly

Final Thoughts

Automation in DMLY empowers you to scale customer communication without scaling workload.

By combining triggers, conditions, and actions, you can build workflows that nurture leads, support customers faster, and improve overall business performance — automatically.