Automated messaging workflows
Structured, rule-based sequences for the messages every business sends repeatedly.
- Welcome sequences
- Enquiry responses
- Lead follow-ups
- Appointment confirmations
- Reminders
- Status updates
- Customer onboarding
App in Base · Chat · Messaging
One inbox for every chat
Chat puts WhatsApp, Telegram, LINE and web chat in one team inbox. AI replies, routes and follows up on your rules, and hands over to a person when it matters.
Chat
From message to next step
- New message
- Understand what they need
- Reply or route
- Hand over to your team
Hard or sensitive chats go to a person.
How Chat works
Connect the conversation
Connect the supported messaging channels your customers already use.
Understand intent
Identify what the person needs from the message and its context.
Apply workflow logic
Use automation rules, and AI where appropriate, to decide what should happen.
Take action
Respond, capture information, update systems or route the conversation.
Escalate when needed
Move important or sensitive conversations to a human, with context.
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Connect the conversation
Connect the supported messaging channels your customers already use.
02 / 05
Understand intent
Identify what the person needs from the message and its context.
03 / 05
Apply workflow logic
Use automation rules, and AI where appropriate, to decide what should happen.
04 / 05
Take action
Respond, capture information, update systems or route the conversation.
05 / 05
Escalate when needed
Move important or sensitive conversations to a human, with context.
What is Chat?
Chat is the messaging app in Base. It puts WhatsApp, Telegram, LINE and web chat in one team inbox, where AI replies, routes and follows up, and hands over to a person when needed. Every chat is linked to the same customer record in Base.
Where messaging time goes
Without help, teams spend their time on:
- Manual replies
- Manual routing
- Repeated follow-ups
- Copying data between systems
- Internal coordination
- Human intervention for routine tasks
Core capabilities
What Chat does
AI-assisted responses
Where appropriate, AI helps teams respond well and quickly. Human approval can remain part of important workflows.
- Draft responses
- Understand customer intent
- Surface relevant information
- Suggest next actions
- Summarise conversations
Intelligent routing
Conversations reach the right place first time, based on rules the business controls.
Route by
- Enquiry type
- Customer intent
- Department
- Priority
- Business rules
- Human escalation requirements
Lead capture & qualification
Turn conversations into structured lead information rather than free text buried in a chat history.
- Message
- Identify intent
- Collect information
- Qualify
- Route
- Follow up
Notifications & internal workflows
Messaging can also trigger internal action, so the right person knows what to do next.
- Customer enquiry
- CRM update
- Sales notification
- Assigned owner
- Follow-up workflow
Human + AI
Automate the routine. Keep humans in the important conversations.
The goal of messaging automation is not to remove humans from communication. It reduces repetitive communication so teams can focus on conversations that require judgement, empathy, negotiation or accountability.
AI handles
- Instant responses to routine enquiries
- Collecting and structuring information
- Routing and notifications
- Scheduled follow-ups and reminders
People remain responsible for
- Negotiation and relationship conversations
- Complaints and sensitive topics
- Exceptions to business rules
- Commitments on behalf of the business
Security, reliability & governance
Security & reliability
Controlled user access
Team members see and act on the conversations their role requires.
Reliable message processing
Workflows are designed so messages are handled, queued or escalated — not silently dropped.
Conversation history
Context stays with the conversation, so a human taking over does not start from zero.
Data handling
What is collected, stored and passed to other systems is defined during implementation.
Workflow monitoring
Automated workflows can be reviewed and adjusted as volumes and needs change.
Human escalation
Escalation paths are part of every workflow design, not an afterthought.
FAQ
Chat FAQs
What is Chat?
Chat puts WhatsApp, Telegram, LINE and web chat in one team inbox. AI replies, routes and follows up, and hands over to a person when needed.
What is messaging automation?
It is the part of Chat that replies, routes and follows up on rules you set, with AI where it helps.
Is Chat a chatbot?
No. Chat is a team inbox. AI can reply and route, but your team sees every conversation and can take over at any time.
Can Chat qualify leads automatically?
Yes, where you set it up. Chat can ask your qualifying questions, collect the answers and send the lead to the right person.
Can a human take over a conversation?
Yes. Important or sensitive conversations move to a person, with the whole conversation attached.
Which messaging platforms does Chat support?
Channel support is confirmed for each deployment. Share the channels your customers use and we will confirm which are live for your use case; anything still in development is clearly labelled as coming soon.
How is Chat different from Desk?
Chat is your team inbox for messaging apps and web chat. Desk is for customer service and calls. Both pass hard cases to a person, and both work from the same customer records in Base.
Base by Exodus
More apps in Base
Chat is one of four apps on Base. They share the same customers, bookings, catalog and payments, and Ask Base works across all of them.
Chat
Answer every message on time
One inbox for your team, with AI doing the routine replies.