Mampu AI Docs/Settings/Labels, attributes and automation

Labels, attributes and automation

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Tailor how conversations are organised and handled:

  • Labels — create a shared set of tags for conversations and contacts.
  • Custom Attributes — define extra fields to capture on conversations or contacts.
  • Automation — set up rules that run actions automatically (assign, label, reply, and more) when your conditions are met.

Watch the walkthrough

Creating an automation rule

Every rule has three parts: an Event that sets it off, Conditions that must match, and Actions that run.

  1. Open Settings → Automation and click Create Automation.
  2. Enter a Rule Name and a Description.
  3. Under Event, choose when the rule is checked: Conversation Created, Conversation Updated, Conversation Opened, Conversation Resolved, Message Created or Attribute Changed.
  4. Under Conditions, add at least one condition — for example Inbox, Labels or Message Contains. Click Add Condition to combine several.
  5. Under Actions, add what should happen — for example Assign a Team, Add a Label, Send a Message or Apply Message Sequence. Click Add Action to add more.
  6. Click Create.

To change a rule later, click Edit on its row and click Update when you’re done. Use the switch in the Active column to pause or resume a rule.

Rules that act on a missed reply deadline are set up from the Reply SLA page instead — see Reply SLA.

Matching who sent the message

On the Message Created event, the Message Sender condition tells your team, your bots and your customers apart, so a keyword rule fires only on the messages you mean. Pick one of:

  • Agent (human) — a reply written by someone on your team. Replies your team sends from the WhatsApp Business app on their phone count as Agent (human) too.
  • Bot — an outgoing message that no person on your team wrote, such as your AI agent’s replies.
  • Contact — a message from the customer.

Combine it with other conditions such as Message Contains or Inbox. For example, add a label or send an email to your team whenever one of your agents replies “appointment confirmed”, without the rule firing on your AI agent’s own messages.

The Message Sender condition is only available on the Message Created event.

Chaining rules with a label

A label added by one rule can set off another rule. For example, one rule labels conversations that mention a certain product, and a second rule that watches for that label applies a message sequence or assigns a team.

  1. Create the first rule with the Add a Label action.
  2. Create a second rule with the Event set to Attribute Changed.
  3. Under Conditions, choose Labels → Label added and pick the same label.
  4. Add the follow-up action, such as Apply Message Sequence or Assign a Team, and click Create.

Good to know:

  • Works with both Label added and Label removed.
  • Labels added or removed by hand set these rules off too.
  • One step per chain: a rule set off by another rule’s label does not set off further rules, so two rules can never loop each other.

Sending data to your own systems

The Send Webhook Event action sends the conversation’s details to a URL of your choice — a CRM, an API or an automation tool — with the method and headers that endpoint needs. See Integrations overview for how to set it up and test it.

More you can do with rules

Automation rules can also send messages for you — in the same conversation or through another inbox like email or WhatsApp. See Sending automated messages with Automation.

The Sync lead to Google Sheets action writes the conversation’s lead row to your spreadsheet when the rule runs. See Connecting Google Sheets.

Rules can also keep your calendar in step when an agent reschedules or cancels an appointment in chat. See Updating a booking when an agent reschedules.