Live chat automation recipes
Blueprint workflows for website chat. Customer-message automations in Sellio run on website chat, not WhatsApp or Instagram.
Recipes
8
Trigger → actions you can rebuild in Sellio
Website-chat only
3
Customer-message triggers don't run on WhatsApp or Instagram
First response SLA nudge
When No agent reply 5 minutes after a new conversation
- Notify the inbox channel
- Raise priority
- Assign to the on-duty queue
After-hours auto-reply
When Customer message outside business hours
- Send a clear ETA
- Link the help center
- Tag as after-hours
VIP tag route
When Contact carries the VIP tag
- Assign to the senior queue
- Skip the AI handoff delay
- Notify the account owner
CSAT after resolve
When Conversation closed, then 2 minutes idle
- Send a rating ask
- Record the score in analytics
Spam keyword park
When Message matches known spam phrases
- Tag as spam
- Snooze without notifying
WhatsApp → ticket
When WhatsApp thread passes 20 messages
- Create a ticket with the last 20 messages
- Link it to the contact
Repeat contact flag
When Same contact opens a third conversation in 7 days
- Tag as repeat
- Notify the team lead
Pricing-page intent
When Visitor on the pricing page asks about plans
- Route to sales
- Attach the plan comparison macro
Customer-message triggers and AI replies run on website chat. Automations on other events (SLA timers, tags, ticket creation) work across every channel in the shared inbox.
How to use it
- 1Filter by SLA, coverage, routing, quality or hygiene.
- 2Read each recipe as a trigger and its actions, and check which channels it runs on.
- 3Copy the recipe and rebuild it in Sellio Automations.
FAQ
Customer-message automation triggers run on website chat only. Messages from WhatsApp, Instagram, Telegram and email land in the inbox for your team, without automation triggers today.
- Website chat triggers. A recipe fires on a website chat conversation, then runs its actions.
- Each recipe shows its channels. Read the trigger and actions, and check which channels it runs on before copying it.
- Rebuild it in Sellio. The workflow builder in Automations takes the same trigger and actions.
More on the customer service automation page.
Still have a question? Contact us or browse the docs.
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See also: Shared inbox