An automation is a chain of events triggered by a customer action. It's essentially a set of instructions and conditions funneling customers into different branches based on their behaviour, triggering emails, SMS, changes in customer data and much else. These flows can work in parallel and are very powerful, removing hours of manual work for the Engage user. They are built entirely in the Engage UI.

An important tool in automation is custom triggers. These are a way for external systems to manually trigger Engage to start an automation. Go here to learn how to create and work with custom triggers.

To learn more about automations, continue reading the articles under this category.

Article last reviewed 22 September 2025 12:18