Automation Sequences for Communicating with Customers

Automation Sequences allow you to send messages (like lead follow-ups, offer reminders, or onboarding guidance) through any connected communication channel — such as WhatsApp, Email, Telegram, or a chatbot — based on specific triggers and conditions.

You can use these sequences to create intelligent communication flows. For example, you might want to message a customer when they are assigned to a salesperson, or follow up if they don’t respond to an offer within a given timeframe.

Example: Send WhatsApp Message to Customer After Lead Assignment

Suppose {{salesRep}} is responsible for new inquiries. You want to notify the assigned customer via WhatsApp with a personalized welcome and a product catalog.

The automation will do the following:

1. Trigger when a customer is added to the “New Leads” list.
2. Check if {{salesRep}} is the assigned salesperson.
3. Send a WhatsApp message with a product pitch.
4. Wait for a customer reply (within a set time).
5. Send a follow-up message based on whether they replied or not.

Step 1: Start a New Automation

1. Go to your Sales Leads board.
2. Click the Automation icon in the top right.


3. Click on + Add Automation to begin.

Step 2: Set the Trigger

1. Select trigger: Item is Added to List.

2. Choose the list: New Leads.

Step 3: Add a Conditional Action

1. Add condition: When Salesperson is Updated.

2. Choose the specific user (e.g., {{salesRep}}) to apply this rule to.

Step 4: Send a WhatsApp Message

1. Action: Send Message through channel.

2. Select your business WhatsApp channel.

3. Set Message Identifier as lead-followup.

4. Compose the message:
   Hi {{customerName}}, thanks for your interest! I’m {{salesRep}}, and I’ve attached our product catalog. Let me know what you’re looking for.

5. You may attach a file or catalog image.

Step 5: Wait for a Customer Response

1. Add a Wait Until block.

2. Set condition: Message Reply Count > 0.

3. Optional: Add a 2-hour time limit.

Step 6: Add If-Else Follow-Up

1. Add If-Else Condition after the wait block.

2. If Replied:
   Great to hear from you, {{customerName}}! Let me know what kind of products you’re most interested in.

3. Else (No Reply):
   Just following up in case you missed our message. Let me know if you’d like to schedule a call.

Understanding Conditions in Customer Flows

Conditions help tailor the message flow based on lead or customer behavior.

• If a particular salesperson is assigned.
• If the lead hasn’t replied after 24 hours.
• If the lead’s interest is marked as high.

You can combine multiple conditions for high-quality sales automation logic.

Automation Variables for Closed Conversations

Pronnel provides detailed communication statistics as automation variables, which become available only when a conversation is closed. These variables can be used in Automation Sequences to trigger messages or actions based on messaging behavior.

• Message Reply Count: Total number of replies received during the conversation.

• Message First Replied Time: Timestamp when the first reply was received.

• Message Last Replied Time: Timestamp when the most recent reply was received.

• Message First Read Time: Timestamp when the first message in the conversation was read.

• Message Last Read Time: Timestamp of the most recent message read in the conversation.

• Message First Delivered Time: Time when the first message was successfully delivered.

• Message Last Delivered Time: Time when the most recent message was delivered.

• Message Sent Count: Number of messages sent during the conversation.

• Message First Sent Time: Timestamp when the first message was sent in the conversation.

• Message Last Sent Time: Timestamp when the last message was sent.

• Total Message Count: Total number of messages exchanged (sent + received).

Note: These variables are only available for use in automation conditions after the conversation has been marked as closed.