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Automation & Macros

Automate repetitive tasks with SwanDigitals's built-in automation rules, macros, and SwanAI bot integration. Cut down agent workload with smart automation.

SwanAI Bot Setup

Connect SwanAI as an agent bot to automatically respond to customer messages.

1. Configure SwanAI Bot

  1. Navigate to Settings → Agents → SwanAI Bot
  2. Enable the bot and select which inboxes to connect
  3. Set Response Delay (time before AI starts responding)
  4. Configure Max Messages before handoff to human
  5. Enable/disable specific channels (WhatsApp, web chat, etc.)

2. Automation Rules

SwanDigitals automatically applies these rules when SwanAI Bot is enabled:

✓Assign SwanAI bot to all new conversations
✓Auto-label WhatsApp conversations by source
✓Detect sales intent (price, pricing, cost, demo, ₹)
✓Flag support issues (problem, issue, error, complaint)
✓Detect human escalation keywords (agent, human, manager)

Labels System

Use labels to categorize conversations for easy filtering and reporting.

Lead Status Labels

hot-leadwarm-leadcold-lead

Auto-applied based on conversation content and keywords.

Source Labels

whatsapp-leadwebsite-leadmeta-lead

Auto-applied based on channel type.

Service Labels

supportcomplaintneeds-agent

Auto-applied based on conversation content.

Action Labels

convertedpricing-sharedfollow-up

Applied manually or via macros.

Macros

Macros automate repetitive actions — apply labels, send canned responses, and assign conversations with one click.

Pre-built Macros

Mark as Hot Lead

Adds hot-lead label, assigns to sales team

Book Demo

Creates follow-up task, sends booking link

Send Full Pricing

Attaches pricing PDF, adds pricing-shared label

Human Handoff

Labels conversation, notifies agents, closes bot

Resolve & Survey

Marks resolved, sends CSAT survey

Escalate to Manager

Assigns to manager team, adds urgent label

Creating Custom Macros

  1. Navigate to Settings → Macros
  2. Click New Macro
  3. Enter macro name and description
  4. Add actions:
    • Apply label
    • Assign to agent/team
    • Send canned response
    • Set status (Open, Pending, Resolved)
    • Add internal note
  5. Save macro with a shortcut code (e.g., /hotlead)

Next Steps

  • n8n Workflows — Advanced automation with external systems
  • Custom Attributes — Store custom data on conversations and contacts
  • Integrations — Connect CRM, email, WhatsApp, and other tools
  • Troubleshooting — Debug automation issues