Automations let something happen without the user starting the conversation: the system triggers an action when a condition you define is met. They're configured from the AI Agent's Automations tab. There are two types of triggers: by time, to run something at a set moment or frequency, and by state change, to run something when a conversation or a ticket advances to a specific Funnel stage.

You can:

• Create automations that trigger by time (one-time or recurring).
• Create automations that trigger when a conversation's or ticket's state changes.
• Define which action runs when the trigger is met.

Key concepts

Automation: an action that runs automatically when a trigger is met, without user involvement.

Time trigger: runs the action at a specific moment or on a defined frequency.

State-change trigger: runs the action when a conversation or ticket moves to a given Funnel state.

How to create an automation

Step 1: Open the Automations tab

Go to the AI Agent and open the Automations tab.

Step 2: Choose the trigger type

Decide what should start the automation: a moment or frequency (by time) or a conversation or ticket moving to a certain stage (by state change).

Step 3: Configure the trigger condition

For the time trigger, define the moment or frequency. For the state-change trigger, indicate which state must be reached for it to run.

Step 4: Define the action and test

Indicate which action should run when the trigger is met, and verify the behavior before leaving it active.

Note: carefully review automations that send messages or run actions recurrently, to avoid unwanted triggers.

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