To streamline your automation process within the platform, you have the flexibility to customize specific triggers, conditions, and actions. Here's a breakdown to help you understand and utilize these features effectively:
Event
You can choose from a variety of specific update events that will trigger your automation rule. Types of Events:
Conversation Created: This event occurs when a new ticket is generated.
Conversation Opened: Triggered when the status of a ticket changes to "open."
Conversation Resolved: Activated when a ticket's status is updated to "resolved."
Message Created: This event is initiated when a new message is added to the conversation.
Assignee Changed: Occurs when the assigned agent for a ticket is modified.
Team Changed: Triggered when the team handling a ticket is altered.
Conversation Closed: Activated upon closing a conversation or ticket.
Conditions
Set conditions that must be met in order for the automation rule to be applied. Operators such as "equal to", "not equal to" are used on the following instances to create conditions:
Inbox: Set conditions based on the inbox where the conversation resides.
Status: Define conditions regarding the status of the conversation (e.g., open, resolved).
Email Subject: Apply conditions based on specific keywords or phrases in the email subject.
Assignee: Set conditions based on the assigned agent for the ticket.
Team: Define conditions based on the team responsible for handling the ticket.
The conditions are specific to the events, some of these conditions may or may not be applicable for certain events.
Actions
Define the actions that should be taken when the conditions are met. Types of Actions:
Assign a Team: Automatically assign the conversation to a specific team.
Assign an Agent: Directly assign the conversation to a particular agent.
Assign a Label: Tag the conversation with a specific label for easy identification.
Send an Email to the Team: Trigger an email notification to the designated team.
Mute Conversation: Silence notifications for a specific conversation.
Resolve Conversation: Automatically mark the conversation as resolved.
Send a Message: Initiate an automated message to the customer or team.
Create a Ticket: Integrate with third-party CRM tools (such as Freshdesk or Kapture) to automatically generate a ticket for further management.
Combinations of events, conditions, and actions can be used to create rules that automate a large number of tasks and reduce the need for human intervention.
This feature will provide a more efficient and customized experience by automating certain tasks and actions, you can save time and reduce the risk of human error. This ensures that your team can focus on the tasks that require their expertise, leading to a more streamlined and effective workflow.
Example:
We want to add an automation rule where all the tickets coming in from Instagram Channel are assigned only to the Instagram agents team.
Step 1: Click on “Add Automation Rule” and you should be able to see a pop up
Step 2: After filling “Rule Name” and “Description” select the appropriate “Event” from the list of events.
Step 3: Set Conditions that must be met in order for the automation rule to be applied. In this case, the condition defines “When inbox is equal to Instagram”
Step 4: Add what should be the next step when the above conditions are met by selecting the appropriate value from the list of Actions .
Here, the action is the following: Assign that ticket/conversation to the IG Team.
