A reply that mentions pricing, a lead that's gone quiet for three days, a message that comes in after hours - each one deserves the same reaction every time, and a human remembering to do it consistently is the weakest link in that chain.
Automations on the Small plan, more on higher tiers
Between a trigger firing and the action landing
Required once a rule is set up
A team member who tags every hot lead and pings the right rep at 9am will forget to on a Friday afternoon with six other conversations open. It isn't a discipline problem - it's that no person can be a perfectly reliable trigger, all day, every day, forever.
The cost shows up downstream: a hot lead sits untagged for hours, a stalled conversation never gets escalated, and nobody notices until a customer has already gone quiet for good.
Fire an automation when a reply contains a word or phrase - "pricing," "cancel," "still interested" - the moment it arrives.
An automation can add a tag, move a lead to a new pipeline stage, or notify a specific teammate, in any combination.
Set up an automation from the same settings screen your team already uses - no developer, no separate tool.
Once it's on, an automation just runs - your team sees the result (a tag, a moved card) without watching it happen.
Pick what starts it - a keyword in a reply, a new conversation, or time since last contact.
Narrow it further if needed - a keyword only within a specific pipeline stage, for instance.
Tag the contact, move the pipeline stage, assign a rep, or all three at once.
From here, the rule fires every time it matches - consistently, on the busiest day exactly like the quietest one.
Trigger on keyword match, new conversation, or a reply after a set delay
Actions include: add a tag, move pipeline stage, assign a rep, or send a canned reply
Automations apply org-wide, so every conversation gets the same treatment
Plan-based limits (3 on Small, up to 15 on Medium, unlimited on Large) so usage scales with your plan
Combine with tags and segments so an automated tag immediately qualifies a contact for a sequence
Existing automations keep running even at your plan's limit - you just can't add a new one until you upgrade
Every plan gets this feature - the limit just scales with your team, from a Small org just getting started to a Large org running it at full volume.
Yes, a canned reply can be included as an action - useful for an immediate after-hours acknowledgment while a human follow-up is still pending.
Both run - each automation evaluates independently, so a message can be tagged by one rule and trigger a stage move from another at the same time.
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