Automations

The Automations page (in the GROW SALES menu) is the single place to turn on and adjust every WhatsApp message Infynia sends for you — so you never have to send them by hand. Each automation has its own flow: you turn on and adjust one at a time.

What you’ll find here

Automations appear as cards, grouped by the moment they fire:

Group	Automations
Capture new contacts	Lead Forms — a form on your site becomes a WhatsApp conversation. It’s a paid module on the Growth plan; see lead forms.
Recover lost sales	Abandoned Cart, PIX and Credit Card — fire when the customer doesn’t complete the payment.
After the purchase	Order Paid, Order Shipped, Out for delivery, Order Delivered and Post-Purchase — fire as the order moves along.

Each card shows the automation’s status — for example Active, Off, No template, Waiting on Meta (template in review), Not sending (the template was rejected or isn’t available) or Configured, waiting for event (your store still needs to send the signal that triggers the automation). On active automations, the card also sums up the activity: how many sends are Queued, the Next send and the Last send.

Click Set up (or Open) to see the automation’s full flow.

Note

On CRM-mode accounts, the Automations page shows the Deal Follow-up (CRM) — see the section about it further down.

How a recovery automation works

Abandoned Cart, PIX and Credit Card work the same way, and each one has its own settings. When you open one, you see the flow step by step. Tap any step to configure it — the panel opens on the right.

1. Trigger — what starts the automation (for example, your platform reports that the cart was abandoned). It isn’t editable.
2. Wait — how long Infynia waits before the first message. Enter the time in Wait (minutes), from 0 to 720 minutes (up to 12 hours), and click Save wait time. To go back to the original value, use Back to the default. The defaults and how each platform behaves are in cart recovery.
3. Step 1 · first message — the template that opens the recovery. Pick one in Template and check the Message preview.
4. Did the customer reply? — from here the flow splits into two paths:
   • Template sequence (no reply): reminders with approved templates for customers who stayed silent.
   • Conversation with the AI (replied): the AI agent takes over the conversation within the 24-hour window, and the templates on the other path stop. A customer who replies doesn’t go back to the template sequence.
5. End of the automation — the sequence stops on its own when the customer buys, when both paths run out of steps, or when you take over the conversation in the Inbox.

To turn it on, use Turn this automation on. You need to have chosen the step 1 template. The two reminder paths are explained in follow-up sequences.

Tip

Turn on Show numbers per step to see, on each step, how many messages went out, how many customers replied, and how many stopped there in the last 30 days.

Choosing the template

The template list shows Your approved templates and those In review at Meta, with the number of sends and the reply rate of each one.

• Approved — starts sending as soon as you turn the automation on.
• In review — you can already turn it on; sends start on their own when Meta approves it.
• Rejected — nothing is sent. Choose another template.

When you pick a template, Infynia checks that it’s compatible with automations. If it uses a format automations don’t accept, you’ll see a notice to choose another one or create a new one in Infynia. If you don’t have a template of the right type yet, click Create a new template: the WhatsApp Templates page opens with the automation’s type already selected.

A/B testing the first message

With at least two templates available, click Start an A/B test and choose Template B. Half of the customers get Template A and the other half Template B, and you compare sends and reply rate for each. Use End test whenever you want — Template A keeps sending as usual. Changing Template A restarts the test’s metrics.

Upcoming sends

At the bottom of each automation’s page, the Upcoming sends section lists the messages already scheduled and those being processed: customer, order, step, message, scheduled time and status (Pending, Processing or Pending and overdue). You can search by customer or order and click Refresh. The first recovery message is evaluated separately and may not appear in that queue.

After-purchase automations

You can also notify the customer automatically after the purchase.

Automation	What it does
Order Paid	A one-time notice that confirms the purchase as soon as the payment comes in.
Order Shipped	A one-time notice, with the tracking code, when the order is dispatched.
Out for delivery	A one-time notice when the order is on its final route to the customer. In Send after you set how many minutes to wait after the notice (0 sends right away).
Order Delivered	A template sequence after delivery — for example, asking for a review and offering a repurchase.
Post-Purchase	A template sequence after the paid purchase — for example, a day-1 thank-you, a day-7 review request and a day-30 repurchase reminder.

When you turn on Order Paid, Order Shipped or Out for delivery, Infynia shows the Every send is charged notice. Confirm with Got it, turn it on and choose an approved template of the right type. In Order Delivered and Post-Purchase, build the sequence steps with approved templates and save.

In the Order Delivered and Post-Purchase sequences, changing a step’s wait time only applies to newly scheduled messages; dates already scheduled stay the same.

Caution

Order automations depend on your store actually sending the right signal to Infynia:

• Order Shipped depends on the platform reporting the shipment and tracking. Some don’t always report it, and some integrations need to be reconnected to grant that access.
• Out for delivery and Order Delivered can only be turned on after Infynia receives the first real out-for-delivery or delivery notice from your store — usually coming from the platform or your logistics app. Until then, the card shows it’s waiting for that signal.

The page warns you when any of this applies to you. Cart recovery works across all supported platforms.

Deal Follow-up (CRM mode)

On CRM-mode accounts, the Automations page has the Deal Follow-up (CRM): messages sent automatically after the AI replies on a pipeline deal. The sequence pauses when the customer replies and stops when the deal is closed. See sales pipeline to understand how the pipeline works.

AI or approved template

Follow-up steps can be one of two kinds:

• Text written by the AI — the AI agent reads the conversation and writes a natural, personalized reply on the spot. It’s only possible on the conversation path (when the customer has already replied) and in the CRM-mode deal follow-up.
• Approved template — always the same text, already approved by Meta. It’s the only kind accepted in the template sequence, Order Delivered and Post-Purchase.

Important rules

Only approved, compatible templates

Any template-based message must be a WhatsApp template approved by Meta and of the type that matches the automation. Rejected templates send nothing, and templates in a format that’s incompatible with automations can’t be used. Create and get the template approved first in WhatsApp Templates.

The 24-hour window

AI-written messages can only go out while WhatsApp’s 24-hour conversation window is open — that is, while the customer replied recently. On the conversation path, steps within the first 24 hours (adding up the waits) are written by the AI; a step scheduled past that point must use a template, or it won’t save.

The window applies to the pair WhatsApp number + customer: if the customer replied to the same number in the last 24 hours, the window is open, even if the reply was in another conversation with them.

Tip

Always keep at least one template step at the end of the sequence. That covers total silence, when the 24-hour window has already closed.

Costs, at a high level

• The recovery’s first message counts once per customer every 30 days, even if they abandon again in that window. If Meta refuses the send, there’s no charge.
• Step 1 written by the AI on the conversation path is free.
• The other follow-up steps and each send from the after-purchase automations count as a paid notification, billed per send.
• Meta’s template fee is charged separately, on your own WhatsApp Business account.
• Adjusting the wait time doesn’t change any cost.

The exact figures are shown in the app’s subscription area. See plans and billing.

Availability by plan

• The three recovery automations (Abandoned Cart, PIX and Credit Card) are available on every plan. On the basic plan, each follow-up path accepts one step.
• On the Growth plan, follow-up sequences have no step limit, and you can turn on the after-purchase automations and the Deal Follow-up (CRM).
• Lead Forms is a separate paid module, added on top of the Growth plan.

Automations that aren’t part of your plan show the Growth badge and the Available on the Growth plan notice — they aren’t turned off, they just aren’t in your plan yet. See plans and billing.

When there’s a problem with your subscription payment

• If a subscription payment fails, sends become limited by billing: the first recovery messages for cart, PIX and card keep going, but reminders, AI replies and the other automations are paused until the payment is settled.
• If the subscription stops, automations show Stopped by billing and nothing is sent. Nothing is deleted: settle the subscription and each automation picks up where it left off.