Automations
Automations are workspace-level workflow rules. They help route support work, apply labels, set conversation lifecycle state, request surveys, schedule follow-up, and record operator-visible notes. Automations are managed from the primary Automations surface, not inside Settings.Permissions
Owners and Admins receive both permissions by default. Members and Viewers receive read access by default.
Automation Structure
An automation contains:- One When trigger event.
- Optional If or AI condition nodes.
- Optional Delay nodes.
- One or more Then action nodes.
- Version and publish state.
- Test status and last-tested timestamp.
- History, delay queue, and run logs.
Node Reference
The automation builder uses a small set of configurable node primitives. It does not expose duplicate preset nodes such as “Set high priority” or “Snooze for four hours.” Instead, choose the node and configure the value in the inspector.The docs only describe nodes and trigger events that are selectable in the current builder. Some older ids still exist in stored data types for compatibility but are not current choices.
Common Recipes
Use these as starting points, then adjust conditions for your workspace.Route New API Questions To AI
Escalate Missing Context
Collect CSAT After Resolution
Reopen When A Customer Replies
Move To Waiting After An Operator Reply
Use this when your support workflow treats an operator reply as “waiting on the customer.”Snooze After An Operator Reply
Use this when you want the reply to temporarily move the conversation out of the active queue.Escalate SLA Breaches
Assignment And Routing
Automations can hand work to the AI agent, hand it back to a human operator, or route it to a team. Use Assignment when you need persistent routing rules with skills, capacity, schedules, or route previews. Automations should be used for event-driven workflow changes: tags, notes, notifications, surveys, SLA metadata, conversation status, priority, team routing, AI handoff, human handoff, snooze, and archive.Testing Automations
Use the built-in test flow before publishing. Woes creates a sandbox conversation, builds an event that satisfies the automation filters, applies the workflow, verifies the expected effects, and removes the sandbox.Logs And History
Automations keep history and run evidence so operators can understand what happened:
Logs are best-effort operational evidence. Automations should never block the customer or operator path if a workflow fails to apply.