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Automation

Somebody asks a price at nine at night.

They get an answer, and a note that you will call in the morning. Not a bot pretending to be you — a straight reply that says what it is.

Start free
A message arrives
9:14 PM · "kya rate hai steel pipe ka"
Have they written before?
no — first time
Welcome, and what you do
Sent once, ever
Is it a keyword?
yes — known
Is it a keyword?
yes
The answer, straight away
Rate list, timings, address
no
Are you open?
open
Handed to a person
Assigned, and in somebody's list
closed
"We open at 10. Someone will call."
And it is in the morning queue

The one thing worth arguing about is the amber box. Everything before it is a shortcut; everything that reaches it is a person, and the product's job is to make that handover happen early rather than late.

Keywords

The five questions you answer forty times a week.

Matched on what people actually type, in Hindi or English, spelled how they spell it.

rate · price · kitna
Sends the current rate list as a PDF, and asks what quantity — which turns a price question into an order conversation.
timing · open · khula
"10 to 8, Sunday closed." Two seconds, and nobody had to stop what they were doing.
address · location · kaha
The pin, and the landmark — because everybody asks for the landmark next.
gst · bill · invoice
"GST extra, e-way bill included." The question that comes right before a wholesale order.
stop · unsubscribe · band karo
Out of every broadcast, permanently, and nobody can put them back. This one is not optional.

Anything that is not a keyword goes to a person. A rule that guesses is worse than no rule — a wrong automatic answer costs more than a slow human one.

Business hours

What happens when nobody is there.

10 AM – 8 PM

Open

Keywords answer what they can; everything else goes straight to whoever is on.

8 PM – 10 AM

Closed

An honest reply — when you open, and that somebody will call. Not "we will get back to you shortly" at midnight.

Sunday

Shut

Same, with the day named. Set once, and holidays can be added to it.

Next morning

The queue

Everything from the night is waiting, oldest first, already assigned — so nobody spends the first hour working out what happened.

Flows

When the answer needs a question first.

Booking a slot, collecting an address, working out which of four products they mean. Built by dragging boxes, on a laptop — a flow is not something anybody builds on a phone.

  • Buttons and lists, not typed answers — fewer people fall out
  • A way out at every step, to a person
  • What people answered is kept on the contact
  • Where people give up is shown, which is how you fix it
automation-flow Screenshot: the flow builder with a booking flow laid out — a few nodes and branches.
1400 × 875
Worth saying

Automation is for the boring half.

Timings, addresses, rate lists, order updates — the things nobody wanted to type in the first place.

It is not for the half where somebody is deciding whether to buy from you. A shop that automates that has replaced the thing it was actually selling, and the customer can tell within two messages.

So every path here ends at a person, and the good ones end there quickly.