To automate customer service and sales processes, Papo (https://papo.global/) offers four complementary tools: Rules, Macros, Flows, and Webhooks. Use Rules to define the conditional logic that triggers actions; Macros to apply quick actions in conversations; Flows to create interactive journeys; and Webhooks to integrate Papo with external systems.
Each resource addresses a different type of need. While Rules and Macros handle one-off and immediate actions, Flows build guided conversations and Webhooks connect the platform to your tool ecosystem. The following table summarizes the main differences.
| Tool | Main Purpose | When to Use | Practical Example |
|---|---|---|---|
| Rules | Conditional “if-then” logic to trigger and route automations | Automatic actions based on events, contact segmentation, branching inside Flows | IF a contact receives the “Hot Lead” tag, THEN start the demo scheduling Flow |
| Macros | Execute a set of predefined actions with one click | Speed up repetitive tasks during service, such as sending a greeting, adding a tag, and moving the card on the Kanban | With a shortcut, send “Hello, how can I help?”, apply the “Support” tag, and assign the conversation to the technical team |
| Flows | Create interactive journeys and multi-step processes | Qualification chatbots, satisfaction surveys, customer onboarding, any flow that requires user interaction | A chatbot that asks the reason for contact and, based on the answer, routes to sales or support |
| Webhooks | Send HTTP notifications to external URLs when events occur | Integrate Papo with CRMs, ERPs, spreadsheets, or automation tools such as n8n | Send a new lead’s data to the company CRM as soon as it is created in Papo |
What are Rules in Papo?
Rules are the platform’s logic engine. They work with an “if-then” structure: you define a condition (the “if”) and an action (the “then”), and the system executes automatically whenever the condition is met. Rules are not a standalone tool, but they appear in three main contexts:
- Inside a Flow: to create branches. Example: “IF the contact’s answer contains the word ‘price’, THEN send the price list”.
- As an automation trigger: to start a Flow or Sequence. Example: “IF a contact receives the ‘Qualified Lead’ tag, THEN start the scheduling Flow”.
- When creating Segments: to filter contacts based on attributes. Example: “Contacts whose ‘Plan’ attribute equals ‘Pro’”.
Use Rules when you need immediate automatic actions, without user interaction, or to segment your contact base dynamically.
What are Macros in Papo?
Macros are shortcuts that execute a sequence of preconfigured actions in a conversation with a single click or keyboard command. They were created to eliminate repetitive tasks during service, such as sending the same greeting message, applying tags, moving the card on the Kanban, or assigning the conversation to a specific team.
For example, you can create a macro called “VIP Welcome” that, when triggered, sends the message “Hello, welcome!”, adds the “VIP Customer” tag, and transfers the conversation to the premium service team. Macros are ideal for standardizing responses and ensuring that no step in the process is forgotten, especially in operations with a high volume of conversations.
What are Flows in Papo?
Flows are Papo’s most versatile automation tool. Through a visual editor, you build complete journeys for the 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.
Unlike Rules and Macros, Flows allow user interaction: the contact responds and the flow makes decisions based on those responses. They are perfect for creating lead qualification chatbots, satisfaction surveys (CSAT/NPS), onboarding processes, and any scenario that requires a guided conversation.
To speed up creation, Papo offers a Flow Library with ready-made templates for the most common use cases. Just install the template, customize the messages, and activate it.
What are Webhooks in Papo?
Webhooks are HTTP notifications that Papo sends to an external URL when certain events happen on the platform. They are the bridge to integrate Papo with other systems, such as CRMs, ERPs, spreadsheets, or automation tools (e.g., n8n, Zapier).
For example, you can configure a webhook so that whenever a new contact is created, Papo automatically sends the data (name, phone, email) to your CRM. Or, when a card is moved to the “Won” column in the Kanban, a webhook triggers a notification in the team’s Slack. Webhooks are ideal when you need Papo to “talk” with other tools in real time, without manual intervention.
How to choose the right tool?
The decision depends on the type of action you want to automate. Use the quick guide below:
- Need a one-off, immediate action without interaction? → Rules or Macros. If the action depends on an event (e.g., tag added), use Rules. If you want a shortcut to execute several manual actions at once, use Macros.
- Need an interactive conversation with the customer? → Flows. They allow you to capture responses and branch the service.
- Need to send data from Papo to another system automatically? → Webhooks. They are the outbound channel for external integrations.
In practice, these tools work together. A Rule can trigger a Flow, which in turn uses a Webhook to send data to a CRM. An agent can use a Macro inside a conversation that is already being guided by a Flow. The combination allows you to automate everything from simply archiving conversations to complete sales and post-sale journeys.
Frequently Asked Questions (FAQ)
Can I use a Rule without a Flow?
Yes. Many Rules execute direct actions, such as applying a tag, archiving a conversation, or sending a notification, without the need for a Flow.
Are Macros and Rules the same thing?
No. Macros are triggered manually by an agent during a conversation, while Rules are automatic and fire based on events, without human intervention.
Do I need to know how to program to use Webhooks?
No. Configuring Webhooks in Papo is done through the panel, by entering the destination URL and selecting the events. Implementing the receiver (the system that receives the data) may require technical knowledge, but sending from Papo is simple.
Can I use a Flow to send a sequence of messages over time?
Yes, but for linear cadences with fixed intervals (e.g., a 5-message follow-up over 2 days), Papo also offers Sequences, which are optimized for this type of communication. Flows are more suitable when there is interaction and branching.
How many Macros can I create in my account?
The platform allows you to create multiple macros, with no strict published limit. For updated details, consult the official documentation or the Papo panel.
Do Papo Webhooks work with any external tool?
Yes, as long as the external tool has a URL capable of receiving HTTP requests (a receiving webhook). Tools such as n8n, Zapier, Make, and CRMs with webhook support are compatible.
Read also
- How to use macros in Papo to apply quick actions in conversations
- How to use the Papo API to manage automation Flows
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