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.