> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skyfree.io/llms.txt
> Use this file to discover all available pages before exploring further.

# overview

Automation is where your team builds repeatable workflows for incoming conversations, routing, follow-up logic, and channel-driven actions.

## What users do here

Use **Automation** to:

* create automation flows for supported channels
* define triggers such as new conversations, inbound messages, or webhook events
* control whether flows are active, paused, or inactive
* reuse shared templates where available

Automation should be treated like an operational system, not just a form. Good automations reduce manual work and create predictable handling for high-volume conversations.

## How automation is structured

### Channel-aware flows

Automations are tied to channel types such as WhatsApp, Instagram, and Web Chat. That means the same workspace can run different logic depending on where the conversation starts.

### Trigger-driven execution

Flows begin from a trigger. Common examples include:

* incoming messages
* new conversations
* no-match responses
* webhook-driven events
* Instagram-specific interaction events

### Builder and templates

The section supports both direct flow creation and reusable templates. Templates are useful when you want consistent onboarding, routing, or support behavior across teams.

## Recommended workflow

### 1. Start with the business goal

Decide what the automation is supposed to do before building it. Examples:

* qualify leads
* route support tickets
* send first responses
* recover missed interactions

### 2. Pick the right trigger

Choose the trigger that matches the real start of the process. Poor trigger selection usually causes duplicate or missing execution.

### 3. Build the logic carefully

Keep each automation focused. One flow should usually solve one clear job instead of trying to own the entire customer journey.

### 4. Test before going live

Run controlled tests on the correct channel before turning an automation fully active.

## Good operating habits

* Name automations clearly so other admins understand their purpose.
* Keep production flows active only when they are tested.
* Review execution counts and last-run behavior regularly.
* Pause or remove outdated flows instead of leaving them ambiguous.

## Task guides in this section

* [Create a Workflow](/docs/automation-create-a-workflow)
* [Select a Trigger](/docs/automation-select-a-trigger)
* [Manage Live Flows](/docs/automation-manage-live-flows)
* [Use Templates in Automation](/docs/automation-use-templates)

## Related docs

* [Channels](/docs/channels)
* [Inbox](/docs/inbox)
* [WhatsApp](/docs/whatsapp)
* [Instagram](/docs/instagram)