---
title: "Automations"
description: "Rules that run after a handover or a new lead, for all your agents or the ones you pick."
source: https://hiy.ai/docs/automations
---

# 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](/docs/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.