Automations
When this happens, do that
Pick a moment, add conditions if you need them, then choose what happens next. Custoz runs it every time and keeps a record of each run.
Rule · Chat closes
When a chat closes
AI or human chat
If the customer is opted in
And it's a new customer
Send the Rate us form
Then tag “rated”
Ran 1 minute ago · all steps done
Moments you can react to
A customer starts a chat
Out-of-office notices, a welcome menu, or a form for new numbers.
A template button is tapped
Answer a quick-reply tap straight away, without waking the AI or an agent.
A chat closes
Send a closing note or a rating form.
A form is submitted
Use every answer in your conditions and next steps.
A ticket opens or closes
Keep the customer informed in WhatsApp.
An event arrives
An order ships or a payment fails in another system — reply on WhatsApp.
Conditions
Message contains “refund”
Message text
Inside business hours
Your workspace hours
Has an unpaid balance
From your accounting tool
Conditions
Only when it makes sense
Check what the customer said, which button they tapped, their tags and consent, whether they're new, their form answers, whether you're inside business hours — or facts from a connected tool, like a plan or an unpaid balance.
Steps · Order shipped
Send “Your order is on the way”
Tracking link from the event
Tag “shipped”
On the contact
Wait 3 days, then ask for a review
Paused, wakes on schedule
Actions
Steps that do the work
Send an approved template, a WhatsApp form, or a text message inside the 24-hour window. Hand the chat to the AI or an agent. Add tags, update fields, record consent, add to a list, move a lead stage, open a ticket, close the chat — or pause until later.
- Wait a set time, or until business hours start again
- Fill message variables from the contact or the event
- Extra actions from connected tools, like sending a purchase link
Approvals
Send “Setup tips” to Priya
Suggested by AI after her chat closed
Send booking form to Arjun
He asked for a call
Let the AI decide
Judgement where rules fall short
For some steps — like whether to send a follow-up after a chat or suggest a form mid-conversation — you can let the AI judge the moment instead of writing rigid conditions. Choose “asks first” and its suggestions wait in Approvals for a person to confirm.
Questions, answered
Yes. Built-in rules cover out-of-office, welcoming new and known customers, closing a chat with a rating form, and keeping customers posted on tickets. You can edit the messages they send.
Related
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.