9bx Connect
Messaging automation
Send a message by itself when something happens, or at a time around a date on a record.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Rules replace manual reminders: follow up a missed call, remind a requester a day after a ticket opens, warn before a due date.
Who can use it
Users with the Automation manage permission.
Where to find it
Chat & Messaging → Chat settings → Messaging → Automation
The screen explained
Two tabs: Rules and Run log.
Rules
| Item | Meaning |
|---|---|
| New rule | Opens the drawer. Start from an example lists Examples. |
| Search rules | Finds a rule. |
| Switch | Rule switched on / off. |
| Results | "N sent · N skipped · N failed". |
Rule form
| Section | Fields |
|---|---|
| Name | For your team. |
| When | When something happens (choose the Event, and Wait first, where 0 sends at once) or At a time around a date (Record: Ticket, Call, Lead, Client, Lead appointment; Date; Send N minutes, hours or days before or after). |
| Only if | Conditions, with Add condition and Remove condition. Operators include is, is not, is one of, contains, is more than, is empty, is yes. Only if still true when due checks again at send time. |
| Send to | Requester, Client, Assignee, Caller. |
| Channels and text | How and what to send. |
| Wait out quiet hours | Delay to the end of quiet hours. |
| On | Enables the rule. |
A rule sends at most one message per record. Opt-outs and quiet hours are respected.
Run log
Lists every time a rule acted on a record: Rule, record, Due, Done, status (Scheduled, Sent, Skipped, Failed, Cancelled). Filter by Any rule and Any status.
Tasks
Remind a requester after one day
- New rule, name "Remind requester after a day".
- When: something happens, event "Ticket opened", Wait first 1 day.
- Only if: ticket status is Open, and tick Only if still true when due.
- Send to: Requester. Write the text. Turn On.
Example scenario
A rule at Padma Net Support sends "We tried to reach you, call us back on 09601000000" 10 minutes after a missed call to the Caller. The run log shows it as Sent. If the caller has opted out it shows Skipped.
Tips
- Use Only if still true when due to avoid reminding people about solved tickets.
Troubleshooting
Rule never fires. Check it is On, that the event or record is chosen, and that conditions are not too strict.
Skipped. The recipient opted out, has no address, or the message was already sent for this record.