Agents doing the same manual tasks hundreds of times a day
Tagging conversations, routing to the right team, sending the same follow-up email, closing stale chats — all manual work that should take zero human time.
Automate the Repetitive. Focus on What Matters.
Build trigger-based automations that route conversations, assign agents, send follow-ups, escalate SLA breaches, and close stale chats — without writing a single line of code.
68%Of routine tasks automated
15minAverage time to build an automation
0Lines of code required
∞Automations per plan
Common Challenges
SLA breaches discovered after the fact
Without automated escalation rules, a conversation approaching its SLA deadline sits unnoticed until it's too late. The breach happens, CSAT suffers.
Inconsistent processes across your team
When routing and tagging is manual, everyone does it differently. Automations enforce consistent workflows that don't depend on individual habits.
Competitor automation tools are developer-only
Zapier, n8n, and custom webhooks work — but they require a developer to build and maintain. AItocha automations are built in a visual no-code editor.
Managers only find out about problems from customers
Without automated alerts on SLA thresholds, low QA scores, or high-priority keywords, managers are always the last to know. By then the customer is already frustrated.
Features
Visual no-code builder
Drag-and-drop trigger/condition/action editor. If a conversation matches your conditions, your action fires automatically.
Powerful trigger library
Trigger on new conversation, message received, tag added, SLA threshold, agent assignment, idle time, CSAT received, and more.
Multi-condition rules
Stack AND/OR conditions: channel is WhatsApp AND topic contains "refund" AND priority is high → assign to billing team.
Instant notifications
Notify agents, managers, or external webhooks when specific conditions are met. Slack, email, in-app, or HTTP webhook.
Stale chat auto-close
Automatically send a follow-up after X hours of silence, then close the conversation if still idle. Configurable per queue.
Macro execution
Trigger a saved macro response automatically. Send the right template at the right moment without agent input.
How We Compare
| Visual no-code automation builder | Yes |
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| SLA breach auto-escalation | Yes |
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| Unlimited automations included | Yes |
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| Trigger on QA score, sentiment, intent | Yes |
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| Macro execution via automation | Yes |
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| No external dependency or per-task fees | Yes |
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Frequently Asked Questions
What's the difference between an automation and a macro?
A macro is a saved response template an agent applies manually. An automation fires automatically based on trigger + conditions — no agent action required. Automations can also execute macros as part of their action step.
How many automations can I create?
Unlimited. There is no cap on the number of automations on any paid plan.
Can automations route conversations to specific agents or teams?
Yes. An action step can assign a conversation to a specific agent, a team, or a queue. Combined with conditions like channel, intent, or topic you can build sophisticated skills-based routing rules without writing code.
What triggers are available?
Conversation created, message received, tag added or removed, agent assigned, status changed, SLA threshold reached, CSAT received, idle time exceeded, QA score below threshold, and more. The library is updated regularly.
Can I test an automation before enabling it?
Toggle an automation to test mode — it logs what would have fired without taking any action. Review the event log to confirm your logic before enabling live.
Will automations apply to existing conversations or only new ones?
Automations fire on events going forward from when they are enabled. They do not retroactively apply to already-resolved conversations.
Build Your First Automation in 15 Minutes
No developer needed. Just pick a trigger, set your conditions, and go.
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