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Smart Automations

This document explains how Smart Automation works, common issues faced by users, and step-by-step solutions to resolve them.

Tutorial​

Common Issues & Solutions​

Smart automation is not working​

  • Troubleshooting Steps: Verify the Smart Automation setup and ensure all conditions are correctly configured.
  • Logic Check: If all conditions are met and the automation still fails to trigger, raise a ticket to the Tech Team.
  • Client Communication: If any condition is not met (e.g., incorrect logic), explain the issue clearly to the client and provide the required fix.

Common Reasons for Failure:

  • Time condition has not yet been reached.
  • Template issues (e.g., deleted or unapproved).
  • The Flow linked to the automation is deactivated.

Data mismatch in Smart Automation and Flow​

  • Smart Automation data: This count includes all customers for whom the message was successfully triggered.
  • Flow data: This count includes only the customers who actively clicked a button and interacted with the flow.
  • Result: The difference in these metrics is expected and due to the variation in interaction criteria.

How to find the URL in customer webhook automation​

  • Steps: Once the Smart Automation is launched, the Webhook URL will be visible and accessible directly on the Dashboard.

Smart Automation limit​

  • Steps to Check: Login to the Internal Dashboard and sign in to the Client Account.
  • Navigation: Navigate to Smart Automation, then Smart Automation Information.
  • Limit Check: The number of Active Automations displayed represents the current limit for that brand.
Best Practice

Always validate time conditions, flow status, and template health before escalating to the Tech Team.

Escalation Checklist

When raising a Tech ticket, include:

  • Client Name
  • Smart Automation Name
  • Trigger Conditions
  • Flow Name (if applicable)
  • Template Name
  • Screenshots or screen recording

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