Automations
Automations are workspace-level workflow rules. They help route support work, apply labels, set lifecycle state, and trigger follow-up actions.
Automations are managed from the primary Automations surface, not inside Settings.
Permissions
| Permission | Access |
|---|
automations.read | View automation rules and logs. |
automations.write | Create, edit, publish, unpublish, and delete automations. |
Automation Structure
An automation contains:
- Kickoff event.
- Optional conditions.
- One or more ordered paths.
- Optional delays.
- Actions.
- Version and publish state.
- Logs and test results.
Common Kickoff Events
- Issue created.
- New live chat conversation.
- Inbound Discord message.
- Customer replied.
- Tag added.
- Conversation archived.
- CSAT completed.
- SLA breached.
Supported Actions
| Action | Result |
|---|
| Assign | Sets an operator or team assignment. |
| Set status | Moves the conversation or issue lifecycle. |
| Set priority | Updates the priority label. |
| Add tag | Applies a managed or free-form tag. |
| Add note | Writes an operator-only automation note. |
| Set SLA | Applies a support target. |
| Snooze | Moves the item into a waiting state until a future time. |
| Send CSAT survey | Requests customer satisfaction feedback. |
| Auto-reply | Inserts a delivered assistant message when configured. |
Testing Automations
Use the built-in test flow before publishing. Woes creates a sandbox record, applies the automation, verifies each expected effect, then removes the sandbox.
Automation tests are designed to avoid production data mutation. Do not test by manually triggering rules on real customer records unless you intend the workflow to run.
