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Automation Studio
Automation Studio is where you design automated customer engagement. It has two tools: Journeys for orchestrating multi-channel communication flows, and Chatbots for dialog-based conversations — both on a visual, no-code canvas.
Automation Studio is where you design automated customer engagement. It has two tools: Journeys for orchestrating multi-channel communication flows, and Chatbots for dialog-based conversations — both on a visual, no-code canvas.
JourneysDrag-and-drop flows triggered by events, profile changes, inbound messages, dates or API calls.
ChatbotsRule-based, AI or integrated bots for support, onboarding and sales.
Send-time optimisationDeliver when each customer is most likely to engage.
Frequency cappingLimit how many messages a person can receive in a period.
Journeys
A journey is a flow that starts from an entry point and moves each participant through messages, waits, conditions and integrations.
- Entry points — profile changes, real-time events, inbound messages, scheduled dates, external API calls or SFTP imports.
- Behaviour-based branching — wait for a reply, a purchase or a profile update and react accordingly.
- Channel elements — send WhatsApp templates and free-form messages, SMS fallback, email, voice/IVR and more.
- Integrations — call your APIs mid-journey, transfer a chat to an agent in Inbox or a call to a live agent.
- Templates & tags — start from predefined journeys and organise campaigns with tags.
- Performance — campaign metrics, channel reports and conversion tracking per step.
Chatbots
- Go to Automation Studio › Chatbots and select Create chatbot.
- Name it, choose the channel (e.g. WhatsApp), the sender and the language.
- Build dialogs from elements, capture data in attributes, and add keywords (rule-based) or intents (AI).
- Optionally connect integrations, AI agents or security options.
- Test in the simulator — for WhatsApp you can also test on your own phone while watching the flow live.
- Activate the chatbot and monitor its analytics.
NoteA sender can only be used by one active chatbot at a time. Reusable components let you build a block once (for example, identity verification) and share it across bots.
Popular WhatsApp automations
| Use case | Tool | Pattern |
|---|---|---|
| Appointment reminders with confirm/reschedule buttons | Journey | Scheduled date entry → utility template → wait for reply → branch |
| Customer service front door | Chatbot | Menu or intents → self-service answers → transfer to Inbox |
| Lead qualification | Chatbot + AI agent | Collect details → score → hand off to sales |
| Abandoned basket / re-engagement | Journey | Event trigger → marketing template (opted-in only) → SMS fallback |
NoteAutomation Studio is enabled per account. If you do not see it in your Phonovation workspace, contact your account manager or Phonovation Support to have it switched on.