How to build automations
Pick a trigger like a new order or a Facebook message, then add steps like SMS, AI replies, fraud checks or AI calls.
Automations do work for you around the clock. You pick a trigger (something that happens, like a new order or a Facebook message) and then add steps (what EcomUp should do next, like send an SMS, reply with AI, or call the customer). No coding needed.
Before you start
- Connect the channels you want to use: your Facebook Page, Instagram, or WhatsApp Business number for message triggers, and WhatsApp Business for WhatsApp messages to customers.
- For AI replies, set up your AI Brain first. See Set up AI Brain.
- Your plan sets how many automations you can create. Steps that send SMS or messages use your plan's SMS and messaging allowance.
Create an automation
- In the sidebar, open Automation → Automations.
- Click Create automation. Give it a Name and click Save. The flow builder opens.
Open Automations (1) and click Create automation (2). - Pick a trigger from the left panel (search with Search triggers…). For example New Order, Abandoned Cart, Facebook DM or Instagram DM.
- Click the trigger card and fill in its settings on the right, for example which Facebook page or Instagram account to watch.
- Click Add step under the trigger and choose what happens next. Add as many steps as you need.
The trigger (1) starts the flow, an If / Else step (2) splits it into branches. Click Save (3) when done. - To do different things in different cases, add an If / Else step. It splits the flow into a Yes and a No branch based on a rule, for example order total, delivery city, or the customer's Detected intent (AI) such as Interested to buy or Complaint / problem.
- Click Save.
- Turn the switch at the top on to make the automation live. You'll see “Automation turned on”.
Start from a template
Open Automation → Templates and click Use template. For example, AI Order-Taking Chatbot (Advanced) builds a full Messenger sales flow: it detects buying intent, answers FAQs, finds the product and the customer, and places cash-on-delivery orders. Name it, then adjust the steps to fit your shop.
What you can use
Triggers
- Store: New Order, Order Delivered, Customer Created, Abandoned Cart, Tag Assigned.
- Store (Pro): Order Paid, Order Confirmed, Order Shipped, Order On Hold, Order Cancelled, Order Refunded, Order Failed.
- Messages: Facebook DM, Instagram DM, WhatsApp DM (WhatsApp Business number).
Steps
- Talk to customers: Send SMS to Customer, Send WhatsApp to Customer (uses an approved template), Send DM Reply, Send AI Reply DM.
- AI: Use AI brain (writes a reply that a later step sends), AI FAQ match, Identify product (AI), Identify customer, Create customer, Create order.
- Orders: Fraud check, AI phone call (outbound). See AI phone calls.
- Contacts and alerts: Add Contact, Add Tag, Send SMS to Yourself.
- Timing: Wait for a period or After X Hours to pause before the next step.
Steps marked Soon are not available yet. Steps marked Pro need the Automation Pro add-on. Click one to see the upgrade option.
Test and check your automation
- For message automations, click Test automation and type as if you were a customer. The whole flow runs, but nothing is sent to a real customer.
- Open Automation → Runs to see every time an automation ran, with its Status (Running, Success, Failed, Stopped) and steps.
Tips
- Some steps only appear for certain triggers. For example, SMS and WhatsApp to the customer need a store trigger that has the customer's phone number. Facebook and Instagram messages don't include a phone number.
- Add a Wait before a follow-up message so it doesn't feel too pushy.
- Facebook and Instagram only let you reply within 24 hours of the customer's last message. If a long wait pushes a reply past that, the reply is skipped.
- Turning an automation off stops runs that are in progress, so EcomUp asks you to confirm.
Troubleshooting
“You've reached your plan's automation limit (or have no active subscription). Please upgrade to create more.”
You've created as many automations as your plan allows. Delete one you don't use, or upgrade your plan.
“Finish configuring … first — …”
A step is missing a setting, for example Select a Facebook page or Write the SMS message. Open the step named in the message and fill it in, then save or turn the automation on again.
“Add an "Add Contact" step before this first — a tag attaches to a saved contact.”
Add Tag needs a saved contact. Put an Add Contact step above it.
“Connect a WhatsApp Business number first — Connections → WhatsApp.”
Send WhatsApp to Customer needs a connected WhatsApp Business number to send from.
“Branching conditions can only be added at the end of a flow”
An If / Else must be the last step on its path. Add other steps inside its Yes and No branches instead.
The automation is on but nothing happens
Check Automation → Runs. If there are no runs, the trigger didn't fire: check that the right page or account is selected on the trigger. If runs show Failed, open the run to see which step failed.