Automation Rules

Panduan untuk membuat dan mengelola automation rules di Malketing.

Akses Automation Rules

1. Login ke dashboard

2. Klik menu Automation > Rules di sidebar

3. Atau akses https://app.malketing.id/automation/rules

Interface Automation Rules

Rules List

Kolom	Deskripsi
Name	Nama rule
Trigger	Trigger yang digunakan
Conditions	Kondisi rule
Actions	Aksi yang dijalankan
Status	Aktif/nonaktif
Created	Tanggal pembuatan
Actions	Edit, Delete, Toggle

Membuat Automation Rule Baru

Step 1: Informasi Dasar

Field	Deskripsi	Contoh
Rule Name	Nama unik rule	"Auto-tag interested leads"
Description	Deskripsi opsional	Tag kontak yang reply dengan interest
Status	Aktif/nonaktif saat dibuat	Active

Step 2: Define Trigger

Trigger Type	Deskripsi	Contoh
Message Received	Ketika pesan diterima	Customer mengirim pesan
Message Sent	Ketika pesan terkirim	Agent mengirim template
Contact Created	Ketika kontak baru	Import atau manual add
Contact Updated	Ketika kontak diupdate	Ubah field tertentu
Tag Added	Ketika tag ditambahkan	Kontak mendapat tag
Tag Removed	Ketika tag dihapus	Tag dilepas
Pipeline Change	Ketika pindah stage	Kontak masuk stage baru
Schedule	Berdasarkan jadwal	Setiap hari jam 9 pagi
Webhook	Dari external system	API trigger

Step 3: Tambah Conditions

Condition Type	Operator	Contoh
Channel	equals/is not	Channel = WhatsApp
Contact Field	equals/contains/gt/lt	City = Jakarta
Tag	has/does not have	Has tag "new-lead"
Message Content	contains/equals	Contains "beli"
Sentiment	positive/negative/neutral	Sentiment = positive
Time	before/after/on	Time > 09:00

Logical Operators

Operator	Deskripsi
AND	Semua kondisi harus terpenuhi
OR	Salah satu kondisi terpenuhi

Step 4: Define Actions

Action Type	Deskripsi	Config
Add Tag	Tambahkan tag	Pilih tag
Remove Tag	Hapus tag	Pilih tag
Update Field	Update field kontak	Field & value
Move Pipeline	Pindah stage pipeline	Stage tujuan
Send Notification	Kirim notifikasi tim	Channel & message
Send Template	Kirim template	Template & recipients
Update Conversation	Update status convo	Status baru
Webhook	Trigger webhook	URL & payload
Assign	Assign ke agent	Agent/team

Step 5: Review & Activate

1. Review konfigurasi rule

2. Test rule dengan sample data

3. Klik "Activate"

Rule Examples

Example 1: Tag Interested Leads

Name: Tag Interested Leads
Trigger: Message Received
Conditions:
  - channel: "whatsapp"
  - message_content: "contains" ["beli", "mau", "minat"]
  - sentiment: "positive"
Actions:
  - type: "add_tag"
    tag: "interested"

Example 2: Auto-Close Resolved

Name: Auto-Close Resolved
Trigger: Message Sent
Conditions:
  - message_type: "template"
  - template_category: "support"
  - time_elapsed: "> 24 hours"
Actions:
  - type: "update_conversation"
    status: "closed"

Example 3: VIP Tagging

Name: VIP Customer Tagging
Trigger: Contact Updated
Conditions:
  - field: "customer_value"
  - operator: ">"
  - value: 1000000
Actions:
  - type: "add_tag"
    tag: "vip"
  - type: "send_notification"
    channel: "email"
    to: "[email protected]"

Example 4: Weekend Auto-Reply

Name: Weekend Auto-Reply
Trigger: Schedule
Conditions:
  - day_of_week: ["saturday", "sunday"]
Actions:
  - type: "send_template"
    template: "weekend_reply"

Managing Rules

Toggle Rule On/Off

1. Cari rule di list

2. Klik toggle switch di kolom Status

3. Rule akan aktif/nonaktif

Edit Rule

1. Klik icon Edit pada rule

2. Ubah konfigurasi

3. Klik "Save"

Duplicate Rule

1. Klik "Duplicate" pada rule

2. Copy konfigurasi ke rule baru

3. Edit sesuai kebutuhan

4. Activate rule baru

Delete Rule

1. Klik "Delete" pada rule

2. Konfirmasi penghapusan

3. Rule akan dihapus permanent

Rule Priority

Rules diproses berdasarkan:

1. Urutan di list (atas = prioritas tinggi)

2. Pertama yang match akan jalan

3. Gunakan priority untuk control flow

Advanced Configuration

Time-Based Triggers

Config	Deskripsi
Run At	Waktu spesifik
Repeat	Frekuensi pengulangan
Timezone	Zona waktu
End Date	Tanggal berakhir

Webhook Configuration

Action Type: Webhook
URL: https://api.external.com/trigger
Method: POST
Headers:
  - "Authorization": "Bearer {{api_key}}"
Payload:
  {
    "event": "{{trigger}}",
    "contact": "{{contact_id}}",
    "data": "{{custom_field}}"
  }

Dynamic Values

Variable	Deskripsi
{{contact_id}}	ID kontak
{{contact_name}}	Nama kontak
{{contact_phone}}	Nomor telepon
{{message_content}}	Isi pesan terakhir
{{channel}}	Channel percakapan
{{agent_name}}	Nama agent

Best Practices

1. Naming Convention

Pattern	Contoh
Verb-Noun	"Tag new leads"
Category-Action	"Support-Close resolved"
Auto-Tag [Condition]	"Auto-Tag high-value"

2. Testing

• Test dengan small sample dulu

• Test berbagai edge cases

• Monitor rule execution

• Adjust conditions jika perlu

3. Performance

• Avoid overlapping rules

• Use specific conditions

• Limit number of actions

• Monitor execution time

4. Documentation

• Document rule purpose

• Add description untuk clarity

• Review rules berkala

• Archive unused rules

Troubleshooting

Rule Tidak Berjalan

Penyebab	Solusi
Rule nonaktif	Aktifkan rule
Conditions tidak match	Review conditions
Trigger tidak terpenuhi	Verify trigger
Action error	Check action config

Conflict antar Rules

• Review rule order

• Use specific conditions

• Add exclusion rules

• Prioritize rules

Performance Issues

Issue	Solution
Too many rules	Consolidate rules
Complex conditions	Simplify logic
Many actions	Limit actions per rule