Conversations and Automations work together to help you send timely, personalised messages to customers.
Automations decide when a message should be created. Conversations is where that message lives — ready to be reviewed, sent, scheduled, or replied to. Please read our Create Automated messages guide to understand how to setup automated messaging.
How It Works
When an automation runs, it can create a message for a customer as part of its action. Depending on how the automation is configured, the message may be sent immediately, scheduled to send later, or saved as a draft for review.
All messages created by automations appear in Conversations, alongside any messages you send manually. This gives you a single place to manage and review all customer communication.
Automations can be configured to respect a customer’s marketing preferences. If a customer hasn’t opted in to a specific channel, messages created by automations will be drafted rather than sent, allowing you to review them before taking action.
Scheduled messages behave slightly differently. When an automation schedules a message, it will be sent at the scheduled time once created, even if the customer’s marketing preference would normally prevent sending. This behaviour may change as the product evolves.
Customer replies are always handled through Conversations. When a customer responds to a message sent by an automation, their reply appears in your Inbox as part of the same conversation thread.
You can continue the conversation manually from the Customer Details View, keeping the interaction personal and contextual.
In short, Automations handle the logic and timing behind customer engagement, while Conversations handles the messaging itself. Together, they allow you to scale communication without losing the ability to review, respond, and stay in control.