Workflow automation
A rule has three parts.
When (trigger)
CONVERSATION_CREATED, MESSAGE_RECEIVED, CONVERSATION_CLOSED, TICKET_CREATED, TICKET_UPDATED, SLA_BREACHED, AI_HANDOVER, CSAT_RECEIVED.
If (conditions)
Match all or any. Fields depend on the trigger, for example conversation.channel, message.content, contact.tags, ticket.priority, rating.score. Operators: is, is not, contains, does not contain, starts with, is one of, greater than, less than, is empty, is not empty.
Do (actions)
| Action | Effect |
|---|---|
| Assign to agent | Sets the case (and ticket) assignee |
| Route to queue | Moves to a queue and picks an agent by its strategy |
| Send a reply | Sends a templated message on the customer's channel |
| Add tag | Tags the case and ticket |
| Set disposition | Records a disposition on the case |
| Set ticket priority | Re-plans SLA due dates |
| Set status | Ticket and/or case status |
| Create a ticket | With templated subject and priority |
| Fire a webhook | POSTs the context to any URL, optionally signed |
| Close the case | Wraps up with a disposition |
| Hand over to AI agent | Lets an agent answer the message |
| Add internal note | Leaves a staff-only note |
Templates accept placeholders such as {{conversation.customerName}}, {{ticket.number}} and {{message.content}}.
Execution log
Every evaluation is recorded with whether it matched and the result of each action. Use Test with sample in the editor to dry-run conditions.
Actions performed by automations do not re-trigger automations, which prevents loops.