In Papo (https://papo.global/), Automation Rules are the conditional "if-then" logic that triggers and directs behaviors, while Flows are visual journeys with multiple steps, ideal for chatbots and interactive processes. Use Rules for immediate actions and segmentation; use Flows to build guided conversations and qualify leads.
| Feature | Main Purpose | Structure | Practical Use Example |
|---|---|---|---|
| Automation Rules | Define the conditional logic that triggers and directs automations | "If-then" logic applied inside Flows, Segments, and triggers | Inside a Flow: IF the contact has the tag "VIP Customer", THEN offer a special discount |
| Flows | Create interactive journeys and processes with multiple steps | Visual and non-linear, with message nodes, actions, and conditions (branches) | A chatbot that asks questions to qualify a lead and, based on the answers, routes it to the sales or support team |
What are Automation Rules in Papo?
Automation Rules are the platform's logic engine. They are not a standalone tool, but rather the foundation that makes automatic decisions possible at various points in Papo. With a rule, you define a condition (the "if") and an action (the "then"), making the system react to events without human intervention.
You'll find rules in three main contexts:
- Inside a Flow: to create branches. Example: "IF the contact's reply contains the word 'price', run the action to send the pricing table link".
- As an automation trigger: to start a Flow or Sequence. Example: "IF a contact receives the tag 'Qualified Lead', start the demo scheduling Flow".
- When creating Segments: to filter contacts based on their data. Example: create a dynamic segment with the rule "Contacts whose custom attribute 'Plan Subscribed' equals 'Pro'".
Rules are what make automation smart, ensuring the right action runs for the right contact at the right time.
What are Flows in Papo?
Flows are Papo's most versatile automation tool. Through a visual editor, you build a complete journey for your contact, step by step. Each step is a "node" that can be a message, a question, an action (such as adding a tag or updating an attribute), or a condition.
Think of Flows as a conversational flowchart. They are ideal for situations that require interaction and decision-making based on the user's answers. You can, for example, create a chatbot that asks the reason for the contact and, depending on the answer, routes it to sales or support.
To speed up creation, Papo offers a Flow Library with ready-made templates for the most common use cases, such as lead qualification, satisfaction surveys, and customer onboarding.
When to use Rules vs. Flows: practical scenarios
Choosing between using a standalone rule or a flow depends on the complexity of the action you want.
Use Automation Rules when:
- You need an immediate, one-off action, such as archiving an inactive conversation or applying a tag automatically.
- You want to trigger a Flow or Sequence based on an event (e.g., new contact created, tag added).
- You want to segment contacts dynamically for campaigns or reports.
- The logic is simple and doesn't require interaction with the user.
Use Flows when:
- The communication requires a sequence of messages with customer replies.
- Complex branches are needed (e.g., if the lead answers X, send to sales; if they answer Y, send to support).
- You want to create a self-service or qualification chatbot.
- You need to integrate actions such as creating a task in the Kanban, sending a webhook, or updating contact data during the conversation.
In practice, the two features work together: a rule can trigger a flow, and inside a flow you use conditions (which are rules) to make decisions. The combination lets you automate everything from simply archiving conversations to complete sales journeys.
How to combine Rules and Flows in Papo
A common example is follow-up automation: you create a rule that, upon detecting that a conversation has had no interaction for 5 days, archives the conversation and triggers a CSAT survey Flow. The Flow, in turn, waits 30 minutes and sends the satisfaction question. The entire logic is orchestrated by the rule, while message delivery and response capture are handled by the Flow.
Another scenario is triggering a welcome Flow whenever a new contact is created in the CRM. The rule monitors contact creation and starts the Flow, which sends a sequence of onboarding messages.
Frequently Asked Questions (FAQ)
Can I use a rule without a flow?
Yes. Many rules run direct actions, such as applying a tag, archiving a conversation, or sending a webhook, without depending on a flow.
What's the difference between a rule and a condition node inside a flow?
The logic is the same: both are "if-then" conditions. The difference is that the automation rule is configured in the Automation module and can act as a global trigger, while the condition node exists only inside a specific flow to branch the journey.
Can I create a flow that doesn't use any rule?
Yes. A flow can be started manually or through other means (such as a direct link) without depending on an automation rule. However, most flows benefit from rules to be triggered automatically.
Do rules work in real time?
Yes. As soon as the defined condition is met (e.g., a tag is added), the action runs immediately.
Do I need to know how to code to create rules or flows?
No. Both rules and flows are configured visually in the Papo panel, with no need for code.
Where can I find the Flow Library?
The Flow Library is located inside the Flows module, in the Papo panel. There you'll find ready-made templates that can be installed and customized.
Read also
- How to create a Flow with a condition based on a contact's custom attribute
- How to set up automatic follow-up for leads who haven't replied in X days
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