Automation
Set up and manage your automation.
Last updated
Set up and manage your automation.
Last updated
The Automation Module allows you to browse through your automations. From here, you can also create new triggers and actions to automate your Space. You can navigate to the Automation Module using the navigation menu on the left of the platform. Look for the icon that resembles a rotating gear.
Automation rules consists of two parts: a Trigger event and one or more Actions. Whenever the specified Trigger event occurs, the Platform automatically performs the listed Actions sequentially on the triggering contact.
This system of Triggers and Actions allows you to automate your workflow. You can do a wide variety of things with automations, including sending surveys and assigning contacts to the people who can best help them.
Easily deactivate automation rules on the Platform by switching the toggle off in the Active column.
From the automations 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 search icon at the top of the Automations Module to quickly find the automation rule that you are looking for.
The more actions button allows you to access a dropdown menu of additional things you can do with each of the automation rules. The More Actions button is on the far right. Look for three vertical dots.
From this dropdown menu you will be presented with several options:
Details: Opens up the automation rule's detailed information.
Edit: Opens up the automation's triggers and actions for you to change.
Clone: Allows you to create a new automation rule from the existing one.
Delete: This option permanently deletes the automation rule.
Be careful, deleting an automation is irreversible. We cannot help you retrieve any automation rules that has been deleted accidentally.
To create a new automation rule, press the blue "ADD RULE" button at the top left of the page. This will open up the Create Automation Rule menu.
You will have to enter a name for your new automation rule along with a short description in the first two fields, respectively. These fields do not have any impact on the logic of the automation rules, but is crucial in keeping your automation rules organized.
The Trigger is the event that will cause your automation to run for the given contact.
Here is comprehensive list of available Triggers:
Trigger
Options
Description
Status Changes to
The specific pending status (Pending/Done)
Is triggered when the status of the contact changes to the specified pending state.
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.
Broadcast Sent is
The specific broadcast
Is triggered when the specific broadcast is sent to 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.
Conversation Starts (Welcome Event)
N/A
Is triggered when the conversation with the contact begins.
Automation Rules cannot be triggered by actions done through automations. This prevents unwanted loops from occurring.
Once the automation rule has been triggered, the Action(s) will be carried out sequentially on the triggering contact.
Here is comprehensive list of available Actions:
Action
Description
Change Contact Status
Changes the pending status of the triggering contact to Pending/Done.
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.
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.
The platform will perform all of the Actions in an automation rule sequentially. To add more Actions to your Automation, press the blue "+ ADD ACTION".
You can have a maximum of 5 Actions for each automation rule.
In some cases, you do not want the same automation to be triggered more than once for a contact. You can enable the "Perform once per contact?" checkbox to prevent this from happening.
You can update any existing automation rule by pressing the "Edit" button under the More Actions dropdown menu.
From here, you can change and alter the details of the selected automation rules.
Remember to press the blue "UPDATE" button to save your changes.
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.
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.
