> ## Documentation Index
> Fetch the complete documentation index at: https://docs.woes.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Automations

> Create workflow automations for routing, tagging, assignment, SLA, surveys, notes, and replies.

# 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. |

Owners and Admins receive both permissions by default. Members and Viewers receive read access by default.

## 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.

<Warning>
  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.
</Warning>