Automation & Bots

Overview

Kinbox Automation enables you to build sophisticated workflows that handle routine tasks, qualify leads, route conversations, and integrate with external systems - all without writing code. Create intelligent chatbots and automation scenarios that work 24/7 to improve efficiency and customer satisfaction.

Automation in Kinbox includes Bots (conversational flows) and Scenarios (backend workflows) that can be triggered by events or scheduled.

Key Features

Visual Bot Builder

Drag-and-drop interface to create conversational flows

Scenario Workflows

Backend automation for complex business logic

Multi-Trigger Support

React to events, schedules, webhooks, and API calls

External Integrations

Connect with CRMs, APIs, databases, and third-party services

Bots (Conversational Automation)

Bot Capabilities

Bots can interact with customers through structured conversations:

Actions
Conditions
Integrations

Available Bot Actions:

Send Message: Send text, media, or rich content
Data Entry: Collect and validate user input
Decision: Branch logic based on conditions
CRM: Create or update deals
Integration: Call external APIs or CRM systems
Assign Conversation: Route to agents or groups
Apply Tag: Categorize conversations
Update Contact: Modify contact information
Delay: Wait before next action
Transfer to Agent: Hand off to human support
End Bot: Complete the automation

Creating a Bot

Design Conversation Flow

Map out the conversation journey from greeting to resolution

Add Actions

Drag bot action blocks into your flow

Configure Logic

Set up decision points and conditions

Connect Integrations

Link to external systems for data sync

Test Bot

Use the simulator to test all conversation paths

Deploy

Activate bot for specific channels or all channels

Bot Actions in Detail

Send Message

Message Options:

Plain text with variables
Rich formatting (bold, italic)
Media attachments (images, videos, documents)
Natural typing simulation (appears human-like)
Typing delay configuration
Quick reply buttons

Variable Substitution:

Hello {{contact.name}}!

Your order #{{order_number}} is ready.
Total: {{currency}} {{total_amount}}

Data Entry

Collect User Input:

Text input
Number input
Email validation
Phone validation
Date/time
File upload
Button selections
Custom validation rules

Validation Options:

Required fields
Format validation (email, phone, CPF, etc.)
Min/max length
Numeric ranges
Regular expressions

Rating/Evaluation:

Collect customer satisfaction ratings (1-5)
Request feedback reasons
Trigger actions based on rating

Decision Logic

Conditional Branching:Create “if-then” logic based on:

User responses
Contact attributes
Custom field values
Business hours
Agent availability
Conversation count
Deal status
Tag presence
Integration responses

Multiple Conditions:

AND/OR logic
“Any” option for flexible matching
Nested conditions
Default/fallback paths

CRM Actions

Deal Management:Create Deal:

{
  "action": "create_deal",
  "funnel": "Sales Pipeline",
  "stage": "New Lead",
  "name": "{{contact.name}} - {{product_interest}}",
  "value": "{{quoted_value}}",
  "custom_fields": {
    "source": "WhatsApp Bot",
    "urgency": "{{urgency_level}}"
  }
}

Update Deal:

Change stage
Update fields
Change owner
Select specific funnel(s)
Add products

Integration Actions

API Requests:

HTTP methods (GET, POST, PUT, DELETE)
Headers and authentication
Request body with variables
Response parsing
Error handling
Test mode for debugging

CRM Integration:

HubSpot: Create/update contacts, deals, custom objects
RD Station: Create contacts, send conversion events
Zoho: Create opportunities, update fields
Bitrix: Field mapping, custom operations

Bot Triggers

When Bots Start:

New Conversation

Automatically start when customer sends first message

Keyword Trigger

Start when specific keywords are detected

Manual Start

Agent manually starts bot from conversation

Specific Stage

Start bot at a particular step (useful for deals)

Channel Configuration:

Enable for all channels
Select specific channels
Different bots for different channels

Bot Features

Natural Typing
Consider Last Message
AI Integration

Simulate Human Behavior:

Typing indicators before messages
Configurable delay based on message length
More realistic customer experience
Reduces perception of automation

Great for maintaining conversational feel while automating responses.

Scenarios (Backend Workflows)

What are Scenarios?

Scenarios are powerful backend automations that run without customer interaction:

Process data from external sources
Schedule recurring tasks
Sync information between systems
Trigger complex multi-step workflows
Handle webhook events
Integrate multiple services

Scenario Actions

Available Actions

Find Contact: Search for existing contacts
Create Contact: Add new contacts to database
Update Contact: Modify contact information
Find Conversation: Locate conversations by criteria
Create Conversation: Start new conversation
Send Message: Send messages to contacts
Create Deal: Generate CRM opportunities
Update Deal: Modify deal information
Apply Tag: Add tags to contacts or conversations
HTTP Request: Call external APIs
Conditional Logic: Branch based on data
Variable Assignment: Store and manipulate data
Loop: Iterate over arrays or lists
Error Handling: Catch and handle failures

Scenario Triggers

Webhooks
Events
Scheduled
API

Inbound Webhooks:Receive data from external systems:

POST https://api4.kinbox.com.br/v3/workflows/webhook/{webhook_id}
Content-Type: application/json

{
  "customer_id": "12345",
  "event": "purchase_completed",
  "amount": 150.00,
  "product": "Premium Plan"
}

Use webhook data in scenario variables.

Manual Execution:Trigger scenarios via API:

POST https://api4.kinbox.com.br/v3/workflows/{workflow_id}/execute
Authorization: Bearer YOUR_TOKEN
Content-Type: application/json

{
  "variables": {
    "contact_id": "contact_123",
    "action": "send_followup"
  }
}

HTTP Request Action

Make API calls to external services:

{
  "method": "GET",
  "url": "https://api.example.com/users/{{contact_id}}",
  "headers": {
    "Authorization": "Bearer {{api_token}}",
    "Content-Type": "application/json"
  }
}

Response Handling:

Parse JSON responses
Extract specific fields
Use response data in subsequent actions
Error handling and retries

Automation Rules

Classic Automations

Simple trigger-action automations: Common Triggers:

New contact without recent conversation
Conversation assigned
Conversation closed
Message received outside business hours
Tag applied
Custom field updated
Time pending (conversation waiting)
Deal stage changed

Actions:

Send message
Start bot
Assign conversation
Apply/remove tag
Update contact
Create task
Save messages to CRM
Send notification

Auto-Assignment

Distribute conversations automatically:

Round Robin

Distribute evenly among available agents

Load Balanced

Consider current conversation count per agent

Last Agent

Assign to last agent who served the contact

Group Based

Assign to specific groups or teams

Assignment Rules:

Only assign to online agents
Respect availability status
Consider business hours
Filter by agent groups
Priority-based assignment

Advanced Features

Delay and Scheduling

Bot Delays:

Delay next action (seconds, minutes, hours, days)
Maximum delay: 7 days
Continue bot after delay
Cancel delay if customer responds

Use Cases:

Follow-up sequences
Drip campaigns
Reminder messages
Scheduled check-ins

Variables and Context

System Variables:

{{contact.name}} - Contact name
{{contact.phone}} - Phone number
{{contact.email}} - Email address
{{conversation.id}} - Conversation ID
{{agent.name}} - Assigned agent name
{{current_date}} - Current date
{{current_time}} - Current time

Custom Variables:

Store user inputs from bot
Data from API responses
Calculated values
Integration responses

Variable Operations:

String concatenation
Math operations
Date formatting
Conditional values

Testing and Debugging

Bot Simulator
Execution Logs
Audit Trail

Test Bot Flows:

Simulate conversations
Test all decision paths
Verify integrations (in test mode)
Check variable substitution
Validate data entry
No real messages sent

Integration Examples

Lead Qualification Bot

Greet Customer

Send welcome message when conversation starts

Collect Information

Ask for name, email, company, and needs

Qualify Lead

Use decision logic to score lead (budget, timeline, authority)

Create Deal

If qualified, create deal in appropriate funnel stage

Route Conversation

Assign to sales team or support based on qualification

Sync to CRM

Push data to HubSpot or other CRM

RD Station Marketing Integration

Automatic Event Tracking:

Send conversion events when contacts are updated via bot
Create contacts in RD Station Marketing
Map custom fields between systems
Track customer journey
Trigger RD Station automations

HubSpot Integration

Available via Bot Actions:

Create/update HubSpot contacts
Create/update deals
Manage custom objects
Field mapping configuration
Two-way sync

HubSpot App:

View Kinbox data in HubSpot
Trigger bots from HubSpot
Apply tags
Create contacts
Assign conversations

API Management

List Contacts

Manage contacts used in automations

Manage Campaigns

Create automated campaigns via API

Webhooks

Receive automation events in real-time

Custom Fields

Access custom field data for automations

Best Practices

Start Simple

Begin with basic flows and add complexity gradually

Test Thoroughly

Use the simulator to test all conversation paths

Plan for Errors

Add fallback options and error handling

Keep It Conversational

Write natural, friendly messages that sound human

Monitor Performance

Review execution logs and optimize based on data

Provide Exit Options

Always give customers a way to reach a human agent

Common Pitfalls:

Infinite loops with “Consider Last Message” enabled
Missing fallback paths in decision logic
Not testing integration actions before deployment
Overly complex flows that confuse users

Pro Tip: Clone successful bots and scenarios to use as templates for new automations. This saves time and ensures consistency.

Get Started

Core Features

Integrations

Updates

​Overview

​Key Features

Visual Bot Builder

Scenario Workflows

Multi-Trigger Support

External Integrations

​Bots (Conversational Automation)

​Bot Capabilities

​Creating a Bot

​Bot Actions in Detail

​Bot Triggers

New Conversation

Keyword Trigger

Manual Start

Specific Stage

​Bot Features

​Scenarios (Backend Workflows)

​What are Scenarios?

​Scenario Actions

​Scenario Triggers

​HTTP Request Action

​Automation Rules

​Classic Automations

​Auto-Assignment

Round Robin

Load Balanced

Last Agent

Group Based

​Advanced Features

​Delay and Scheduling

​Variables and Context

​Testing and Debugging

​Integration Examples

​Lead Qualification Bot

​RD Station Marketing Integration

​HubSpot Integration

​API Management

List Contacts

Manage Campaigns

Webhooks

Custom Fields

​Best Practices

Build docs developers (and LLMs) love

Overview

Key Features

Bots (Conversational Automation)

Bot Capabilities

Creating a Bot

Bot Actions in Detail

Bot Triggers

Bot Features

Scenarios (Backend Workflows)

What are Scenarios?

Scenario Actions

Scenario Triggers

HTTP Request Action

Automation Rules

Classic Automations

Auto-Assignment

Advanced Features

Delay and Scheduling

Variables and Context

Testing and Debugging

Integration Examples

Lead Qualification Bot

RD Station Marketing Integration

HubSpot Integration

API Management

Best Practices