🔌Automation
Automation rules list
An Automation Rule is a set of actions automatically executed when specified events occur and conditions are met. Automation rules allow you to automate existing processes that previously required manual effort.
The Automation Rules page shows settings and lets you activate or deactivate them.
To create a new automation rule/edit an existing one, select Add Automation Rule/Edit Automation Rule.
Create/Edit an Automation Rule
Rule name
Description
Events - a list of events that should trigger an automation rule. The following Events are available:
Conversation created
Dashboard On Loaded
Conversation On Focus
Conversation Out Of Focus
Conversation status changed
Conversation Sub Status Changed
Conversation assignee changed
Conversation team changed
Conversation Custom Attribute Changed
Conversation Label Changed
Dialog Label Change
Dialog Wrap-Up Code Change
Dialog Note Created
Incoming message created
Contact created
Outgoing Message Created
Message Status Changed
Contact Detail Changed
Contact Custom Attribute Changed
Contact Label Changed
Agent Status Changed
Conditions - a set of conditions that an event object must meet, otherwise a rule will not be triggered. The following conditions are available:
Inbox Name
Phone number
Email
Email Subject
Status
Assignee Name
Team Name
Label
Wrap-Up Code
Note Content
Agent name
Message content
Actions - a set of actions to be performed. The following actions are available:
Add a label
Resolve conversation
Send a message
Send Attachment
Send Webhook Event
Send Browser Event
When configuring the action, you can select the Dashboard App to which the event will be sent, as well as pass additional custom parameters as part of the event payload by specifying their values in the corresponding Key/Value fields.
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