An automation in Admin > Automations gives you a readable map for a single customer outcome. You edit a draft on the Automation map, then review and publish it when the saved steps match what you want customers and staff to experience. The inspector on the right is where you change the selected step.
If you are setting up your first automation, start with Getting Started with Automations.
Add a step#
Select Add step in the gap where the new step belongs. The Step library offers reusable starting patterns:
- Follow up tomorrow: add a one-day wait before the next touchpoint
- Give them a few days: add a three-day wait before continuing
- Ask the team to follow up: create a staff follow-up while the automation continues
- Pause for a staff decision: hold the automation until a person approves, handles it personally, or stops it
- Repeat this message: reuse an existing message step as a new touchpoint
These patterns follow the same saved-draft rules as manual edits. After choosing one, use the inspector to adjust its timing or turn it off. The library is intentionally small and outcome-focused so an automation stays readable.
Change a step#
Select a step on the map to open its inspector. Depending on the step, you can:
- Turn it on or off without removing its place in the automation
- Change a wait within the template's safe range
- Edit the content of an existing email message
- Move the step up or down
- Remove it when it no longer belongs in the path
The builder only offers changes that are supported for the selected step. If a control is unavailable, save the draft or choose another step before you continue.
Manage trigger lanes#
An automation can contain several trigger lanes. A lane is one independent way a person qualifies for a touchpoint, such as a membership starting, a class pack reaching one credit, or a customer reaching 30 days without an attended visit.
Use the Trigger selector above the map to review each lane. The map shows the selected lane's trigger and steps, while the automation keeps the customer outcome together.
When you publish a multi-lane automation, Naayya publishes the saved draft for every lane together. This prevents one lane from using new copy while another lane is still running the previous definition.
Staff gates and consent#
Use a Staff follow-up when the automation should create work for your team and continue. Use a Staff decision when the automation must pause for a human review before it can continue. Either staff step can come before a later customer message, so the map can represent a real hand-off instead of hiding it in message copy.
Review the message and enrollment details shown for the saved automation before publishing. The review can identify steps that need attention, so do not assume that every person will receive every message.
Message editing#
Message content has its own editor because copy, variables, preview, and rendering checks are different from automation logic. Save the layout first when you duplicate a message; the new message step becomes editable after the draft is saved and reloaded.
Changing a message in a draft stays with that draft. It does not change the live message or templates used by other automations.
If a control says Planned#
A control marked Planned is not available yet. Do not rely on it for a live automation. Choose the closest available template and keep the automation's rules in the steps that Naayya currently supports.
Safe publishing checklist#
Before you publish an automation:
- Confirm the Starts when boundary matches the offering and customer state.
- Read the map from top to bottom and check every wait, message, staff follow-up, and staff decision.
- Wait for the automation draft and message edits to show as saved.
- Choose Launch or Publish changes. Naayya runs a no-send safety review against the saved draft before anything goes live.
- Review the rendered message count, staff follow-ups, and staff decisions in the review.
- Publish only when the saved revision is the one you reviewed.
If the draft changed elsewhere, reload the latest copy before continuing. Do not publish a stale revision.