Automation & routing

Automation and routing that send every conversation to the right place

Rules, triggers, auto-replies and SLAs that move routine work without a human.

Starter includes up to 10 workflows; Growth, Business and Enterprise include unlimited workflows.

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What is automation & routing in Inno Message?

Automation in Inno Message is a set of rules and workflows that act on conversations without a human: routing each message to the right team, sending instant auto-replies, tagging by topic or language, escalating when an SLA is at risk, and running multi-step actions triggered by events, keywords or schedules. It is configured in the app, without code.

Who it's for: Teams that answer the same questions every day, or that need conversations to reach a specific person or team quickly.

Illustrative view of automation & routing in Inno Message.

Routine work handled, people freed up

A large share of incoming messages follow a pattern: order status, opening hours, a password reset, a return. Automating the routing and the first reply means customers hear back immediately, and your team spends its time on conversations that genuinely need judgement.

Smart routing

Route by channel, keyword, language, priority or customer attribute, so the right person sees it first.

Instant auto-replies

Acknowledge every message, share answers to common questions, and set out-of-hours replies per channel.

Multi-step workflows

Chain conditions and actions: tag, assign, notify, send a template, update a contact, call a webhook.

SLA tracking

Set response targets and escalate conversations before they breach, with clear reporting afterwards.

How it works

  1. Pick a trigger

    Start from an event (new message, conversation closed), a keyword, a schedule, or a change to a contact.

  2. Add conditions

    Narrow it down by channel, tag, language, business hours or any contact attribute.

  3. Choose actions

    Assign, tag, reply with a template, notify a teammate, or send data to another system with a webhook.

  4. Test and switch on

    Preview which conversations the rule would match, then enable it and watch results in analytics.

Technical details

Triggers
Message received, conversation created/closed, keyword match, schedule, contact attribute change.
Actions
Assign, tag, set priority, auto-reply, send template, internal notification, webhook call.
Limits
Starter: up to 10 automation workflows. Growth and above: unlimited workflow automation.
Integration
Workflow actions can call your systems via signed webhooks; see the API reference.

Questions about automation & routing

Do I need a developer to build automations?
No. Triggers, conditions and actions are configured in the app. A developer is only needed if you want a workflow to call your own systems through a webhook.
How many workflows can I create?
Starter includes up to 10 automation workflows. Growth, Business and Enterprise include unlimited workflows.
What can routing rules use to decide where a conversation goes?
Channel, keywords, language, priority, tags and contact attributes. A rule can assign to a team or a specific person.

More answers in the Inno Message FAQ.

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Autonomous resolution of routine questions, grounded in your knowledge base.

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Every channel in one queue, with assignment, internal notes and full customer history.

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Routing rules

Triggers, conditions and assignment.

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Routing rules that actually work

Patterns for getting each conversation to the right person, fast.

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See automation & routing with your own channels

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