Your AI agent answers customers around the clock. But some of the work around those conversations still falls on you: remembering to follow up, noticing a new lead, checking that nobody is left waiting for a person. On a busy week, those small jobs are the first to slip.

This guide is for business owners who already have an agent talking to customers, or are about to, and want the routine follow-up to look after itself. You'll get six simple automations worth setting up first, how each one works, and a few habits that keep them helpful rather than noisy.

How an automation works

An automation is a rule written in plain language: when something happens, if certain conditions are true, do something. You build it from menus, so there's no code involved.

• When is the trigger. It can be an event, such as a message arriving, a conversation being escalated, a lead being captured or a rating coming in. It can also be time passing, such as a customer not replying for a while or an escalation sitting unassigned.
• If is optional. It narrows the rule down by channel, keywords in the message, tags, lead status, office hours, priority or rating.
• Do is the action: tag or update the lead, escalate, assign, resolve, send the customer a message, notify your team or call a webhook.

In iGentrix you'll find this under Automations in the agent menu. Every plan includes it, and you can start from a template or build your own.

1. Tag pricing questions

When a message is received, if it mentions words like "price", "cost" or "quote", do tag the lead.

Someone asking about price is usually further along than someone asking about opening hours. Tagging them means you can find those people later, filter your leads by the tag, and give them a little more attention. If you use lead scoring, you can also give the tag points, so these leads rise up your list.

2. Follow up when a customer goes quiet

When the customer hasn't replied for a while, do send them a friendly message.

Plenty of conversations end not because the customer lost interest, but because they got distracted. A short nudge, such as "Just checking whether you still need help with your booking", brings many of them back. Keep it light, and only send one. Two or three chasers in a row start to feel pushy.

Bear in mind that some messaging channels limit how long after a customer's last message you can write to them freely, so pick a wait that sits inside the channel's reply window.

3. Tidy up inactive conversations

When a conversation has had no activity for a while, do resolve it.

An inbox full of conversations that finished days ago makes it harder to see the ones that still need you. Resolving the quiet ones automatically keeps your view clean, so your team can focus on what's actually open.

4. Nudge your team about new leads

When a lead has been sitting as New for longer than you'd like, do notify your team.

Leads cool down fast. The agent captures a name and phone number at 9 p.m., and by the time anyone looks, the customer has booked somewhere else. A reminder that a lead hasn't been contacted yet is a simple way to make sure nobody falls through the gap, especially when several people share the work.

5. Alert someone when an escalation is waiting

When an escalated conversation hasn't been assigned to anyone for a while, do notify the team, or assign it to a specific person.

A handover only works if a person actually picks it up. Customers who asked for help and then hear nothing tend to feel worse than if they'd never asked. This rule is a safety net: if an escalation is waiting too long, someone is told about it. You can add an office-hours condition so it behaves differently in and out of working hours.

6. Escalate low ratings

When a customer leaves a rating, if the rating is poor, do escalate the conversation.

A low rating is a customer telling you something went wrong. Sending it straight to a person gives you the chance to put it right while the customer is still paying attention, and to learn what the agent might need to handle better next time.

Habits that keep automations helpful

A few rules, set up well, beat a long list nobody understands. Some habits that help:

• Start with templates. iGentrix includes ready-made templates for all six ideas above. Switch one on, watch how it behaves, then adjust the wording and timing.
• Write messages as you'd say them. An automated follow-up still comes from your business. Read it out loud before you save it.
• Use conditions to stay focused. A rule that fires on every single message will quickly feel like noise. Keywords, channels and tags keep it aimed at the right conversations.
• Check the log. Each rule keeps a log of its runs, so you can see what it did and when. Look through it after the first week.
• Don't fight your agent. If a rule sends a message, make sure it doesn't contradict what the agent has just said. Keep automated messages short and practical.

Rules are also limited to 25 runs per conversation per day, which stops two rules from accidentally setting each other off in a loop.

Where to start

You don't need all six on day one. Pick the gap that costs you most right now. If leads go cold, start with the new-lead nudge. If customers wait too long for a person, start with the escalation alert. Add the next rule once the first one is working the way you want.

If you're using iGentrix, open Automations in your agent's menu and turn on one template today. A week from now, check its log and see what it caught that you might have missed.