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Documentation Index

Fetch the complete documentation index at: https://docs.sahut.id/llms.txt

Use this file to discover all available pages before exploring further.

Sahut’s automation features let you handle repetitive tasks automatically — from sending instant first replies to routing conversations to the right team based on keywords. This frees your agents to focus on conversations that need a human touch.

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Automation rules

Automation rules trigger actions when certain conditions are met. For example: assign any WhatsApp conversation containing “harga” (price) to the Sales team.

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Create an automation rule

  1. Go to Settings → Automation
  2. Click Buat Aturan (Create Rule)
  3. Set the Trigger — the event that starts the rule:
    • Conversation created
    • Conversation updated
    • Message created
  4. Add Conditions — filters that must match for the rule to run:
    • Channel is [WhatsApp / Email / etc.]
    • Message contains [keyword]
    • Contact tag is [tag name]
    • Assigned agent is [agent]
  5. Add Actions — what the rule does:
    • Assign to agent
    • Assign to team
    • Add label
    • Send message
    • Resolve conversation
  6. Click Simpan (Save) and toggle the rule to Active
Rules run in order from top to bottom. Use the drag handle to reorder rules. When a conversation matches multiple rules, all matching rules execute unless you add a Stop processing further rules action.

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Common automation examples

Auto-assign by channel
  • Trigger: Conversation created
  • Condition: Channel is Instagram
  • Action: Assign to team → Social Media Team
Keyword-based routing
  • Trigger: Message created
  • Condition: Message contains “komplain” OR “keluhan”
  • Action: Add label → complaint; Assign to team → Support
Away message outside business hours
  • Trigger: Conversation created
  • Condition: Created outside business hours
  • Action: Send message → “Terima kasih telah menghubungi kami. Kami akan membalas pada jam kerja berikutnya.”

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Auto-replies (per channel)

Each channel can have its own auto-reply — a message sent automatically when a new conversation starts. This gives customers an instant acknowledgment while your team gets ready to respond. To set a channel auto-reply:
  1. Go to Settings → Channels
  2. Click the channel you want to configure
  3. Scroll to Pesan Otomatis (Auto Messages)
  4. Toggle on Auto Reply and enter your message
  5. Click Simpan (Save)
You can use placeholders in your auto-reply message:
PlaceholderReplaced with
{{contact.name}}Customer’s name
{{agent.name}}Assigned agent’s name
{{conversation.id}}Conversation ID number

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Canned responses

Canned responses are pre-written replies your agents can insert with a shortcut. They’re not automatic — agents choose when to use them — but they speed up replies significantly.

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Create a canned response

  1. Go to Settings → Canned Responses
  2. Click Tambah (Add)
  3. Enter a Shortcut (e.g., jam-kerja) and the Content (the full reply text)
  4. Click Simpan (Save)
To use a canned response in the inbox, type / followed by the shortcut in the reply box and select from the dropdown.

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Chatbot integration (via API)

If you have a chatbot or AI assistant, you can connect it to Sahut via the API. The typical pattern:
  1. Set up a webhook in Sahut (see Webhooks API) to receive all new messages
  2. Your chatbot service receives the webhook event and generates a reply
  3. Your service calls the Messages API to send the reply back through Sahut
This lets your chatbot handle conversations automatically until a customer asks to speak with a human agent, at which point your automation rules can assign the conversation to the right team.
Use the Assign to agent action in an automation rule to hand off from bot to human. Set a keyword like “agen” or “manusia” as the trigger condition to detect when a customer wants a human.