Good automation use cases
- Welcome new leads.
- Ask qualifying questions.
- Route VIP or urgent messages.
- Pause automation when a human takes over.
- Send structured follow-up messages.
Design rules
Start with the smallest useful flow. Add branches only when the team can explain why each branch exists.
Testing
Run the flow with a test contact, inspect every branch, and confirm the final conversation status before enabling it for real traffic.
Detailed Operating Playbook
Primary owner: Automation owner with support review.
Team workflow
- Write the customer journey before building the flow.
- Keep the first version small and testable.
- Add human handoff points for unclear or high-value cases.
- Review flow performance after real conversations.
Success signals
- Each branch has a reason.
- Customers can escape automation to a human.
- The flow reduces work without hiding failures.
When to review or escalate
Review this workflow when channels, policies, or workload change. Escalate to a manager when numbers look inconsistent or the same issue repeats more than once in the same day.