Automation actions
An automation action is what Peach does when a rule matches.
Assign conversation
Assigns the conversation to nobody, a specific agent, a team, or a round-robin pool.
Optional settings let you open the conversation after assignment or override an existing assignment.
Use this for routing inbound conversations to the right owner.
Hand off to AI agent
Connects the conversation to a selected AI agent.
You can include an optional intro message before the AI agent takes over.
Use this when a lead, customer, or ticket should be handled by a configured AI agent.
Send Template
Sends an approved WhatsApp template.
If the template has variables, map incoming event or API payload fields to the placeholders the template needs. You can also configure an optional delivery window so Peach waits until allowed sending hours.
Use this for structured WhatsApp notifications, reminders, and approved outbound messages.
Send Flow
Sends an approved WhatsApp template that contains a Flow.
Only approved WhatsApp templates with a Flow are listed. If the flow template has variables, map payload fields to those placeholders.
Use this when the customer should complete a WhatsApp Flow after the rule fires.
Send Message
Sends a plain message.
Use this for simple replies or internal operational follow-ups where a template is not required.
Set conversation status
Changes the conversation status.
Available statuses include:
- Open
- Closed
- Pending
- Awaiting customer response
Use this to keep inbox state aligned with automation outcomes.
Build a visual flow
Opens the visual editor for a multi-step automation.
Use this for branches, waits, multiple messages, AI handoffs, and more complex workflows.
Pipeline actions
Pipeline-specific actions are covered in Pipeline automations.