# Set up automatic replies with Automations

Write a rule that says when something happens, and only if some things are true, then reply, tag or hand over to a person.

Source: https://infinall.ai/docs/distribution/workflows
Last checked: 2026-10-26

## What it is

An automation is one rule written as a sentence: **When** something happens, **and only if** some things are true, **then** do some things. The app calls each one a rule. The screen is named **Automations** in the tab bar, and the code and the guide call the same thing workflows.

There is no canvas and no node editor. You pick from lists and type words.

## Who can use it

Free and Pro accounts both see the **Automations** tab. The code has no plan check on rules.

A rule needs a connected account that can receive messages. Connecting accounts is a Pro feature, so a Free account with no connected account sees the tab but cannot make a rule.

Rules work on Instagram, Facebook, WhatsApp, Telegram, Reddit and Bluesky. Each rule runs on one account: the first account of those platforms connected to the brand you have selected.

## Cost

Free, no credits. Creating, turning on, pausing and deleting rules never shows a price.

## Where to find it

Open **Distribution**, then **Account**, then the **Automations** tab. The address is `/distribution/settings?tab=automations`. Rules belong to one brand, so pick the brand in the brand switcher at the top of the left menu first.

## Buttons and controls

![The Automations tab inside Account with the tab bar, a rule count of 0, the Learn and New rule buttons and the message that rules need a messaging account](/docs/screens/distribution/workflows.webp)

<!-- shot: distribution/workflows -->

| # | Name in the app | What it does | Plan |
| --- | --- | --- | --- |
| 1 | Accounts | Opens the tab for connecting accounts. | Both |
| 2 | Automations | The tab you are on. | Both |
| 3 | Broadcasts | Opens the tab for broadcasts and sequences. See [Broadcasts](/docs/distribution/campaigns-and-broadcasts). | Both |
| 4 | Webhooks | Opens the tab that sends events to your other tools. | Both |
| 5 | 0 rules | Counts your rules. It reads **1 rule** for one. | Both |
| 6 | Learn | Opens the guide **How to use Workflows** with real examples. | Both |
| 7 | New rule | Opens the rule builder. It is switched off until a messaging account is connected. | Both |
| 8 | Rules need a messaging account | The message you see when no Instagram, Facebook, WhatsApp, Telegram, Reddit or Bluesky account is connected. | Both |
| | No rules yet | The message when you have an account but no rules. | Both |
| | Not on yet | The label on a new rule. It turns to **active** when on and **paused** when stopped. | Both |
| | started / finished / handed off | Counts on each rule: how many runs started, finished and were handed to a person. | Both |
| | Runs | Shows the latest runs of that rule. | Both |
| | Turn on | Starts a rule. On a running rule this button says **Pause**. | Both |
| | Delete workflow | The bin icon. Asks you to confirm, then deletes the rule. | Both |

Inside the **New rule** window:

| Name in the app | What it does |
| --- | --- |
| Trigger | The **When...** list. See Options. |
| Trigger words | Words that fire a keyword or comment trigger. Separate them with commas. |
| Start from a template (optional) | One tap fills in a whole rule. You can still edit it. |
| + Add condition | Adds an **And only if...** row. |
| Condition type | What to check. |
| Condition value | The words, tag or hours for that check. |
| Remove condition | The X on a condition row. |
| Action type | The **Then...** list. |
| Action value | The text, tag or minutes for that step. |
| Media file | Attach a picture, video, audio file or PDF for a **Send media** step. |
| Add a step | Adds another **Then...** row. |
| Remove action | The X on an action row. |
| Same person can re-fire after | The cooldown in hours. |
| Create rule | Saves the rule as **Not on yet**. |

## How to make a rule

1. Open **Distribution**, then **Account**, then **Automations**.
2. Choose **New rule**.
3. Under **When...**, pick the trigger. For a keyword or comment trigger, type the words in **Trigger words**.
4. Optional: choose **+ Add condition** and set each check.
5. Under **Then...**, pick what happens. Choose **Add a step** for more.
6. Set **Same person can re-fire after** in hours if you want something other than the default of 24 hours.
7. Choose **Create rule**. The rule is saved as **Not on yet**.
8. In the list, choose **Turn on**. Nothing messages anyone before this click.

## How to start from a template

1. Choose **New rule**.
2. Under **Start from a template (optional)**, choose one: **Answer price questions instantly**, **Welcome first-time messagers**, **Never auto-reply to angry mail**, **After-hours acknowledgement**, **Turn story replies into leads**, **Thank commenters automatically** or **Win back people who went quiet**.
3. Read what it filled in and change the wording to suit you.
4. Choose **Create rule**, then **Turn on**.

## How to check, pause or delete a rule

1. Open the **Automations** tab.
2. Choose **Runs** on a rule to see its latest runs. A run shows as completed, exited or another status with its start time.
3. Choose **Pause** to stop it. Choose **Turn on** to start it again.
4. Choose the bin icon, then confirm, to delete it. A deleted rule stops straight away.

## Options explained

**When... (triggers)**

| Trigger | Fires when |
| --- | --- |
| a message arrives | Any direct message comes in. |
| a message mentions a word | A message contains one of your words. |
| someone writes for the first time | A person messages you for the first time. |
| someone replies to a story | Someone answers one of your stories. |
| someone comments | Someone comments. You can add trigger words to limit it. |
| someone reacts to a post or message | Someone reacts with any emoji. |

**And only if... (conditions).** Every condition must be true, or the rule does nothing.

| Condition | Checks |
| --- | --- |
| the message says | The message has one of your words. |
| the message does not say | The message has none of your words. Good for skipping angry mail. |
| they already have the tag | The contact has this tag. |
| they do not have the tag | The contact does not have this tag. |
| their name or handle mentions | The name or handle has one of your words. |
| they follow you | The person follows you. |
| they do not follow you | The person does not follow you. |
| you heard from them within (hours) | You last heard from them inside this many hours. |
| it has been over (hours) since they wrote | You last heard from them more than this many hours ago. |

The follower checks are written for Instagram in the code.

**Then... (actions)**

| Action | What it does |
| --- | --- |
| Reply with | Sends your text. |
| Send media | Sends a picture, video, audio file or PDF. |
| Tag them | Adds a tag to the contact. See [Contacts](/docs/distribution/contacts). |
| Remove tag | Takes a tag off the contact. |
| Hand to a human | The rule stops and the conversation is flagged for you. |
| Wait minutes | Pauses before the next step. If you leave the number out, it waits 5 minutes. |

**Same person can re-fire after** keeps two automatic replies from talking to each other forever. The default is 24 hours. You can set it up to 720 hours.

**Status.** A rule is **Not on yet**, **active** or **paused**.

## Limits

- Trigger words: up to 20 words, each up to 60 characters.
- A reply is up to 1,000 characters.
- The server allows up to 8 actions in a rule. The window lets you add up to 6 steps.
- The window lets you add up to 6 conditions.
- Conditions on hours accept a number from 1 up to 8,760.
- A **Wait minutes** step is capped at 43,200 minutes.
- Media files: up to 25 MB. The window says JPEG, PNG, GIF, MP4, AAC, WAV or PDF.
- **Runs** lists up to 10 runs.
- A rule must have at least one reply, media, tag or hand over step.
- There is no "outside business hours" trigger. The code has no clock trigger.

## When something goes wrong

| Message in the app | What it means | What to do |
| --- | --- | --- |
| Connect a messaging account first | You hovered the switched off **New rule** button. | Connect an Instagram, Facebook, WhatsApp, Telegram, Reddit or Bluesky account first. This needs Pro. |
| Add at least one word for this trigger. | A keyword trigger has no words. | Type words in **Trigger words**. |
| The rule needs at least one reply, media, tag or handoff. | Every step is empty or only a wait. | Add a reply, media, tag or hand over step. |
| A reply cannot be empty (the message goes on to say to remove it or write it) | A **Reply with** step has no text. | Write the reply or remove the step. |
| Upload the media file for the Send media step, or remove that step. | A **Send media** step has no file. | Attach a file or remove the step. |
| Connect a messaging account first (the message goes on to say media needs one to upload through) | You tried to upload with no account connected. | Connect an account first. |
| Could not upload the file. JPEG, PNG, GIF, MP4, AAC, WAV or PDF, max 25 MB. | The upload failed. | Use one of the listed file types under the size limit. |
| Workflows need a connected messaging account. Connect one in Accounts first. | The brand has no account of a supported platform. | Connect one in the **Accounts** tab. |
| Cooldown must be 1-720 hours. | The cooldown is outside the range. | Use a number from 1 up to the limit. |
| Workflow not found | The rule is gone or belongs to another brand. | Reload the page and pick the right brand. |
| Could not change the workflow | Turning on or pausing failed. | Try again. |
| Could not delete the workflow | The delete failed. | Try again. |

## Questions

### Is it called Automations or Workflows?

The tab and the nav item say **Automations**. The Learn guide, the Delete button label and the code say workflows. They are the same thing.

### Does a new rule start sending right away?

No. A new rule is **Not on yet**. It only starts when you choose **Turn on**.

### Why did the same person not get a second auto reply?

The cooldown holds it back. By default a person can trigger a rule again after 24 hours. Change **Same person can re-fire after** to shorten or lengthen it.

### Can I reply only to people who follow me?

Yes. Add the condition **they follow you**. The code describes this check as an Instagram check.

### Can a rule answer only outside office hours?

No. The code has no time of day trigger. The template named **After-hours acknowledgement** answers every incoming message once per cooldown, not only at night.

### How do I stop a rule answering angry messages?

Add the condition **the message does not say** with words like refund, scam or angry. Or use the **Never auto-reply to angry mail** template. A message with those words gets no automatic reply and waits for you in **Messages**.

### What happens when I choose Hand to a human?

The rule stops and the conversation is flagged for you. Answer it in **Engage**, then **Messages**. See [Reply to messages in the inbox](/docs/distribution/inbox).