Help Automating Follow-Ups & Agent Assignment

Thanks ​@rodrigo_silvano !
let me make sure i understand:
1) this type of conditioning should be created in my main automation flow? or i should create a separate automation for that and link the two together?

2)so from the inbox, the agent should start an automation after every reply. this automation should already have a pre set message to the user. if the user doesnt reply to the agent, we will send a followup and close the conversation. how can we ensure that if the user replies, this automation ends? 

Complementing what ​@rodrigo_silvano  suggested for your first task, which is to automate tracking, you can do something like this: create a tracking flow where, at the beginning, you insert a custom date and time field with the option 'Set to the date/time of the action,' enabling 'Offset,' where you define a few additional minutes or hours. This custom field will store the time when you want the message to be sent.

After that, create a rule based on date and time, selecting this field. Then, when that time arrives, the automation will be triggered.

Additionally, you need to perform a third operation: in your standard response flow, clear this date and time field. This ensures that if the customer sends you a message before the scheduled time, the message will not be sent.

This way, the process works as follows:  
- Your agent talks to the customer and can already send this flow, which closes the conversation and schedules the message.  
- If the customer responds before the scheduled time, the standard response flow cancels the message.  
- If the customer does not respond, the message will be sent at the scheduled time.

​@rogerioaraujo 
One thing i dont understand, when conversation is opened, all automations are paused. 
which means, i cannot track user messages while automations are off. 

Yes, your agent needs to wait at least 30 minutes before sending this automation. The minimum pause time for automations is 30 minutes. If your account has a longer pause time, you can adjust it.

Alternatively, they can click on the yellow 'Paused Automations' block, select 'Restart Automations,' and send it at any time.

Something I do in my operation is create an integration between my CRM and ManyChat. Instead of having the agent send automations manually—which will inevitably lead to errors or forgetfulness—I create a button in my system that allows the agent to trigger the sequence via the CRM instead of directly in ManyChat. My system makes an API call to ManyChat, adding the customer to the flow.

However, this automation pause is also an issue for this setup because if the agent clicks the button while automations are paused, it will cause an error as well.

I made a request to solve this—you can vote for it here:
 

• Restart paused automations via API New
• 3 Votes

Do you plan to use only your CRM for communications? how do you handle open conversations? 

I currently use a CRM and ManyChat for customer communication. So, I created a table in my CRM where I store a description and a flow ID from ManyChat. Each row in this table is triggered at specific moments in my CRM, sending the contact to the corresponding flow in ManyChat.  

For example, if I need to send a proposal to a customer:  
The agent selects the row 'Send First Proposal,' and everything happens in the background:  
- The automation sends the message, closes the conversation, and adds the customer to a sequence of multiple messages over several days.  
- When the agent moves an opportunity to the 'Lost' stage, the system automatically sends the contact to a flow that closes the conversation.  

I noticed that relying solely on ManyChat led to many errors from agents. So, in my setup, agents in ManyChat only send messages—they don’t add tags or trigger flows. Everything happens through another tool, ensuring that everything works as planned.

​@rodrigo_silvano  ​@rogerioaraujo 

Thanks for you help guys!