Use ChatHub automations

What are automations for?#

ChatHub automations handle repeatable work in three parts: trigger → conditions → actions. For example: a customer sends a message → it contains a shipping keyword → send shipping information. Use rules for simple responses and actions; choose Start workflow when you need a multi-step flow.

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   Use an account allowed to view and manage automations. Open /automations on your ChatHub domain.

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   The top bar offers Create rule, Built-in templates, Test all rules and Import / export. Search, filters and enable switches are on the left; select a rule name to see details on the right.

Two examples to practice with#

Two rules have been saved in the demonstration system. Find the names starting with [MẪU] and select the pencil (Edit) to inspect them. If your installation does not have them, follow the steps below to create your own.

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   [MẪU] Trả lời phí vận chuyển (Shipping reply): Customer sends a message; Message content contains “phí ship, phí vận chuyển, giao hàng”; Send message to customer.

2. 2

   [MẪU] Trả lời giờ mở cửa (Opening-hours reply): the same trigger and action, with keywords “giờ mở cửa, mấy giờ mở, giờ làm việc”.

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   Both examples: Enable rule off; Stop rules below on match on; Run limit Unlimited; Cooldown 60 minutes.

The saved shipping reply is in Vietnamese: Chào bạn! Đây là thông tin minh họa: phí giao hàng 30.000đ/đơn, miễn phí từ 500.000đ; thời gian dự kiến 2–4 ngày. Bạn cho shop biết tỉnh/thành nhận hàng để được tư vấn nhé.

It illustrates a 30,000 VND delivery fee, free shipping from 500,000 VND and an estimated 2–4 days. The saved opening-hours reply is: Chào bạn! Lịch minh họa của shop là 08:00–20:00 từ thứ Hai đến thứ Bảy. Chủ nhật shop nghỉ. Bạn để lại nhu cầu, shop sẽ hỗ trợ trong giờ làm việc nhé.

1. Name the rule and select a trigger#

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   Select Tạo quy tắc (Create rule) at the top right.

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   Enter [MẪU] Trả lời phí vận chuyển as the rule name. It is internal and is not displayed to customers.

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   Under Khởi động khi nào (When to start), select Khách gửi tin nhắn (Customer sends a message). This checks new customer messages, including further messages in an existing conversation; Conversation opened is a different event.

Other triggers include Conversation opened, Conversation assigned, Tag added, New customer and Customer waiting too long. Choose the event you need; available conditions depend on that event.

2. Configure keyword conditions#

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   Under Chỉ chạy khi (Only run when), choose Nội dung tin nhắn (Message content).

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   Choose có chứa (contains) as the comparison.

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   Enter phí ship, phí vận chuyển, giao hàng. Commas separate keywords; with contains, any one keyword in the message satisfies this condition.

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   Use Thêm điều kiện (Add condition) for further restrictions, such as channel type or a specific channel. With the default all-conditions mode, both the keyword and the selected channel must match.

3. Write the reply#

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   Under Thì làm những việc sau (Then do these actions), choose Gửi tin nhắn cho khách (Send message to customer).

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   Paste the shipping example above into Nội dung (Content), then adjust the fee, timing and wording for your shop.

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   Use Thêm hành động (Add action) for extra work such as a note or tag, filling in its required fields. Actions execute from top to bottom.

Other actions include changing status or priority, assignment, adding/removing tags, notes, human handoff and starting a workflow. Actions referencing tags, staff, teams or workflows need the correct existing resource selected.

4. Set the run policy and save#

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   Expand Tuỳ chọn nâng cao (Advanced options).

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   Turn off Bật quy tắc (Enable rule) to save without processing real customers. A new manual rule may be enabled by default, so check before saving.

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   Leave Khớp thì dừng các quy tắc dưới (Stop rules below on match) on for this reply.

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   Set Số lần được chạy (Run limit) to Không giới hạn (Unlimited) and Khoảng nghỉ (phút) (Cooldown minutes) to 60 to reduce repeated replies in the same conversation.

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   Select Tạo quy tắc (Create rule) at the bottom. Confirm that the saved row appears with Đang tắt (Disabled).

Once per conversation or Once per customer suits actions that should not repeat. Run limits count successful executions. Cooldown applies per conversation; leaving it empty means no cooldown.

5. Test matching and non-matching messages#

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   Use the flask icon (Chạy thử / Test) on the shipping rule, or select the rule and choose Test in the details panel.

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   Enter “Shop cho mình hỏi phí ship bao nhiêu?” as Message content and select Test. Expect “Quy tắc sẽ chạy” (Rule will run), a check mark on the condition and Send message to customer as the planned action.

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   Replace the input with “Shop còn áo màu xanh không?” and run the test again. Expect Rule will not run because the message has no shipping keyword.

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   For the opening-hours rule, try “Shop mấy giờ mở cửa?” as a matching input and the blue-shirt question as a non-matching input.

6. Understand order and test all rules#

Rules are evaluated from top to bottom. A matching rule with Stop rules below on match enabled blocks subsequent rules in that processing pass. Turning this option off lets later rules be evaluated, useful for a preliminary tagging or note action.

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   Drag the number at the left to reorder, or select it and use the up/down keys. Place specific rules above broader ones.

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   Select Thử cả danh sách (Test all rules), choose Customer sends a message and enter the shipping question.

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   Run the test. With both examples disabled, the correct result is No rules run and both rows show Disabled.

For example, “Shop mấy giờ mở cửa và phí ship bao nhiêu?” can match both examples. If both are enabled with stop-on-match, the higher one takes precedence. Review overlapping cases before use.

7. Start from a built-in template#

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   Select Mẫu dựng sẵn (Built-in templates), then search or browse the Reply, Routing, Care and Sales groups.

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   Choose a template such as Trả lời phí ship và thời gian giao (Shipping fees and delivery timing). Read its trigger, conditions and actions in the right-hand preview.

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   Select Dùng mẫu này (Use this template) to open it in the editor. Adjust the content and Advanced options before saving. Previewing does not create a rule.

Create rule with AI Agent can help draft a rule; review its proposal before saving. Import / export transfers rules through files. These creation methods still require the same checks of content, conditions, selected resources and enable state.

8. Enable and monitor#

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   Open Edit and replace all illustrative information with your shop’s confirmed details. Review conditions, order and cooldown, then save.

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   When ready to apply a rule to real customers, turn on its switch. Enable only the examples you intend to use.

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   Select a rule name to see Nhật ký chạy (Execution log) on the right. Filter by Success, Skipped or Error to inspect a run.

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   If it does not run, check enable state, trigger, matching conditions, earlier blocking rules and any run limit or cooldown. For action errors, read the execution details and check the referenced resources.