Automations
An automation is a rule that runs after an event, such as a handover or a new lead. Your agents never choose one. Skills and tools are chosen by an agent while it answers; automations run after.
Note
Preview. Automations is not live yet. You can build a rule in the editor, and it saves when Automations is live. Press Tell me when it’s live and we will let you know.
How a rule reads
Each rule is read from top to bottom: When something happens, Only if a condition holds, Then an action runs. For says which agents it covers: All agents, Chosen agents, or A kind (Support Agents, Team Agents or Twins).
| Part | Choices |
|---|---|
| When | A conversation is handed over · Someone leaves their details · A question goes unanswered · Every day at a time you set |
| Only if | Agent is … · Channel is Website, Embed, Slack or API · Reason is a handover reason · Inside or outside team hours |
| Then | Post to Slack · Open a helpdesk ticket · Send an email · Call a webhook · Send to Zapier · Send to Make |
A trigger is offered only for the kinds that can use it: Twins do not hand over, so A conversation is handed over is not offered for them. Open a helpdesk ticket goes with a handover. A rule takes up to two actions for now.
Templates
Press Use template to open the editor already filled in.
| Template | What it does |
|---|---|
| Handovers to Slack | Post each handover to a Slack channel. |
| Ticket after hours | Open a ticket when a handover lands outside team hours. |
| New lead by email | Email you each time someone leaves their details. |
| Daily unanswered digest | A morning email of yesterday’s unanswered questions. |
| Unanswered to a webhook | Send each unanswered question to your webhook. |
Your automations is empty until Automations is live.
Built in today
Some things already run without a rule. Built in today lists each with Open to the setting that controls it: the email when someone leaves their details or your agent couldn’t answer (Notifications), the email and the helpdesk ticket on a handover (Settings › Handover), and your webhook (Developers › Webhooks).
More complex flows
For anything longer, use Zapier triggers or your own webhook.
On an agent’s page
An agent’s Settings has an Automations block: what runs for that agent today, and Add automation, which opens the editor with For set to that agent.