Set up and manage your automation.
This module is being replaced by Workflows and will be deprecated in January 2022

Getting Here

This module is accessible by Owner and Manager only!
This module can be accessed from the side navigation menu under the menu item, Automation.
The Automation Module allows you to browse through your automation. From here, you can also create new triggers and actions to automate your Space.

Automation Rules

Automation rules consist of two parts, trigger and actions. When the specified event is triggered, the list of defined actions will be performed sequentially on the triggering contact.
Automation can replace and automate existing processes that require manual effort. You can do a wide variety of things with automation, including sending surveys and assigning contacts to the best candidate.

Automation Overview

From the automation table, you can see all of the automation rules you have in place. On the left, there are toggles that allow you to disable and enable each automation rule individually.
Use the
at the top of the Automations Module to quickly find the automation rule that you are looking for.


The current active status of the automation rule. You can switch the toggle to active or deactivate the automation
Tips: If you need to temporarily disable an automation rule, you don't need to delete it. Deactivate the rule and activate it again when necessary.


The name given to identify the automation


A short brief of what the automation is about and what does it do.

Times Triggered

The number of times the automation was triggered within the space

Date Created

The date of when the automation rule was created


You can perform the following action to an automation rule :

Creating a New Automation Rule

Step 1: Navigate to Automation Module From the side navigation menu, select Automation from the menu
Step 2: Press ADD AUTOMATION At the top bar, press the blue ADD AUTOMATION button and the Create Automation Rule dialog should open up.
Creating Automation Rule
Step 3: Name the rule and describe it Enter a name for the new automation rule along with a short description. These fields do not have any impact on the logic of the automation rules but they are crucial in keeping your automation rules organized.
Step 4: Setting the Trigger A trigger is the event that will cause your automation to run for the triggering contact.
Here is a comprehensive list of the available triggers:
Conversation Opened
Is triggered when a new conversation is opened for the contact
Conversation Closed
Is triggered when a conversation is closed for the contact
Tag is Added
The specific tag
Is triggered when the specified tag is added to the contact.
Tag is Removed
The specific tag
Is triggered when the specified tag is removed from the contact.
Custom Field Changes to
The custom field name
The new value
Is triggered when the specified custom field of the contact changes to the specified value.
If the new value is left empty, any changes to the specified custom field will trigger the automation.
Assignee Changes to
The new assignee
Is triggered when the specified assignee is assigned to the contact.
Total Messages equals
The number of messages
Is triggered when the total messages under the contact reaches the specified number.
Event Reference equals
The specific reference
Is triggered when an event with the specified reference is triggered on the contact.
Survey Ended is
The specific survey
Is triggered when the contact ends the specific survey.
Time since the first message
The specific time (immediately/after X minutes/hours/days)
Is triggered after the specified amount of time has passed since the first message under the contact.
Time since the last message
The specific time (immediately/after X minutes/hours/days)
Is triggered after the specified amount of time has passed since the last message under the contact.
Legacy Conversation Starts (Welcome Event)
Is triggered when the conversation with the contact begins.
Important: The outcome actions from an automation rule cannot trigger another automation rule. This is to prevent an infinite loop from happening.
Step 5: Specifying an action When the automation rule has been triggered, the action(s) will be carried out sequentially on the triggering contact.
Here is a comprehensive list of available actions:
Open Conversation
Opens a new conversation for the triggering contact
Close Conversation
Closes the open conversation for the triggering contact
Change Custom Field
Changes the specified custom field of the triggering contact to the specified value
Add Tag
Adds the specified tag(s) to the triggering contact.
Remove Tag
Remove the specified tag(s) from the triggering contact.
Send Message
Sends the specified message content to the triggering contact via the last interacted channel
Send File
Sends the specified file that has been uploaded to the Platform to the triggering contact.
Send Survey
Sends the specified survey to the triggering contact.
Cancel Survey
Cancels the specified survey for the triggering contact.
Wait for
Waits for the specified amount of time in minutes/hours/days before continuing.
Assign To
Assigns the triggering contact to the specified assignee.
Step 6: Adding more action When necessary, you can specify more than one actions and it will be executed in sequence. Press the blue ADD ACTION button to add more action to your automation.
You can specify up to 5 actions for each automation rule.
Step 7: Decide the frequency for triggering contact An automation rule can be triggered on the same contact multiple times. If you do not wish this to happen, you can check the Perform once per contact checkbox.

Viewing an Automation Rule

You can view an automation rule by choosing View from the actions menu.

Editing an Existing Automation Rule

If you need to make a change to an existing automation rule, you can do so by choosing Edit from the actions menu.
You can make necessary changes to the snippet and press the UPDATE button when you are done.
Important: Be mindful when you make changes to an automation rule as the outcome may differ vastly from before. Editing an automation rule may affect other users in the space.

Cloning an Automation Rule

If you need to create another automation rule with similar processing logic, you can clone the existing rule and make changes to it.
By default, the rule will be inactive to avoid duplication of the outcome.

Deleting an Automation Rule

If an automation rule is no longer relevant or a duplicate of another, it can be deleted from the space by choosing Delete from the actions menu.
Be careful when you delete an automation rule as it may be used by other users in the space. Bear in mind that the deletion cannot be undone.
Last modified 12d ago