Automation

Automation rules start the actions you define when a specific event occurs. For example, they can be used to send a notification to your team after a negative customer message, or to add a tag to a conversation on a specific topic.

How Does It Work?

An automation consists of a trigger, conditions if needed, and one or more actions:

• Trigger: Which event will start the rule?
• Conditions: In which cases will the rule apply?
• Actions: Which actions, in what order, will be performed?

Automation is not limited to a single action. You can define more than one action in the same rule.

Where Is It Created?

Open the Automation section in the panel and switch to the rules area. You can start with a ready-made example or create a new rule. For multi-step customer conversations, use the Chatbot Flows area in the same section.

Triggers

Depending on the options offered on screen, rules can be started by these events:

• A conversation starting or a new message arriving.
• Keyword match; contains, exact match, starts-with or ends-with conditions.
• AI confidence being below the threshold you set.
• A negative or positive sentiment evaluation.
• A new customer record being created.
• A certain period of inactivity.
• Daily, weekly or monthly scheduling.
• A customer rating being received.
• Conditions related to a tag being added, working hours or a specific channel.

Fill in the fields the trigger you chose requires. For example, check the time details in scheduling, the match type in keywords, and the threshold in sentiment evaluation.

Actions

Among the actions offered depending on the rule are:

• Sending a message or quick reply options.
• Adding or removing a tag.
• Sending an email notification.
• Sending data to another system via webhook.
• Assigning the conversation to a human agent.
• Adding a delay and setting a variable.
• Changing the conversation priority or adding a note.
• Closing or archiving the conversation.
• Applying different actions based on a condition or triggering an AI reply.

Add only the actions you need. When ordering actions, check whether the previous step is required for the next one.

Steps to Create a Rule

Use Across Multiple Channels

Check which channels the rule covers from its trigger and conditions. Connecting an integration does not automatically run all rules on that channel. Test actions that include a message, quick reply or option on the channel where you will use them; the appearance in the widget may not be the same in other apps. See the channel comparison for general differences.

A Simple Starting Example

You can choose a clear scenario such as "When negative sentiment is detected, add a follow-up tag to the conversation and send an email to the relevant team address." Check that the notification goes to the right address and that other rules do not produce unnecessary messages in the same case.

Using Webhooks

With the webhook action you can send a request to your own application. Set the target address, the request method and the content to send in the relevant fields. How the receiving system will process this request must be configured separately; adding only the URL does not mean the process is complete on the other system.

Automation or Chatbot Flow?

Use an automation rule to start an action after a specific event. Prefer a chatbot flow to ask the customer a question, wait for the answer and advance the conversation step by step.

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