Automation

Automations allow us to set up actions that are triggered during a conversation with an agent or chatbot.

You can use automations to:

• Add the chat transcript to your CRM after a conversation ends

• Notify your team when an SLA is breached

• Send Slack notifications when a variable changes to a specific value

• Email the visitor once the chat ends

• And much more...

To create an automation, follow these steps:

Step 1: Create an Automation

Go to Settings >> Account >> Automations >> Select Conversation / Ticket.

Step 2: Define your trigger criteria

Set a trigger that will start the automation when its condition is met. You can choose from:

• Assignee change

• Conversation status

• Variable value

Note: You can add multiple trigger conditions by matching ALL/ANY conditions using the buttons.

Step 3: Define the action you want to perform

Choose the action you want this automation to perform once the trigger conditions are met. You can select from:

• Send an email – Send an email notification to a specified address.

• Fire an API: Make an API request to a specified endpoint. Learn More.

Step 4: Activate your automation

Finally, turn the automation on to activate it and have it run whenever the trigger conditions are met.

Automate first agent response on human handover

You can create a new automation event, Send agent response, which automatically sends the first message when a chat is assigned to a human agent. This ensures an instant customer reply and helps avoid SLA breaches. You can personalise the message using variables like {{agent_name}} and contact fields.

How to Set It Up

1. Go to Automation.

2. Create an automation or edit an existing one.

3. Set the trigger (e.g., chat assigned to agent).

4. In Actions, click Add Action → select Send agent response.

5. Write your message and save.