Then Actions

Then actions are the nodes that change a conversation, linked issue, survey request, or operator-visible notes. Logic and Delay nodes decide whether an action is reached; action nodes perform the effect. All current action nodes are issue- or conversation-scoped. The builder validates required fields and blocks publish when an action cannot run.

Routing actions

Hand to AI agent

Field	Details
Catalog id	`assign_ai`
Action kind	`assign_agent`
Category	Routing
Required config	None; target is set to the Woes AI agent.
Runtime effect	Sets assignment metadata to AI, including the Woes AI assistant id/name.
Use it for	Letting the AI agent handle API questions or first responses when context exists.
Caveats	Auto-reply actions may be suppressed when the AI has already answered the same customer message.

Human handoff

Field	Details
Catalog id	`human_handoff`
Action kind	`assign_agent`
Category	Routing
Required config	None; target is human/operator.
Runtime effect	Sets assignment and handoff metadata to operator/human.
Use it for	Escalating AI handoffs, abusive messages, VIP messages, or requests for a person.
Caveats	This leaves the issue for human triage rather than choosing a specific teammate.

Assign team

Field	Details
Catalog id	`set_team`
Action kind	`set_team`
Category	Routing
Required config	Team name.
Runtime effect	Sets `assignedTeamName` and marks the assignment source as automation.
Use it for	Routing to Support, API Support, Billing, Docs, or Engineering Triage.
Caveats	Team assignment is stored as conversation metadata by the conversation runner. Standalone issue-created mapping does not currently persist team assignment as a first-class issue field.

Inbox actions

Set conversation status

Field	Details
Catalog id	`set_status`
Action kind	`set_status`
Category	Inbox
Required config	Status value.
Runtime effect	Normalizes lifecycle status and updates the conversation status plus `statusId` and `statusLifecycle` metadata.
Use it for	Reopening, waiting, solving, auto-closing, or moving a conversation back to open.
Caveats	Runtime supports lifecycle values such as `open`, `waiting`, and `solved`, plus common synonyms. Use `waiting` for “waiting on customer.” Invalid/custom values are skipped.

Set priority

Field	Details
Catalog id	`set_priority`
Action kind	`set_priority`
Category	Inbox
Required config	Priority value.
Runtime effect	Sets lowercased priority metadata.
Use it for	Urgent escalation, downgrade rules, SLA routing, or survey follow-up prioritization.
Caveats	Standalone Issues-board automation mapping writes priority to the issue record when available.

Add tag

Field	Details
Catalog id	`add_tags`
Action kind	`add_tags`
Category	Inbox
Required config	Tag value.
Runtime effect	Normalizes the label into a workspace tag id and adds it to `issueTags` without removing existing tags.
Use it for	`api-question`, `auth`, `docs-gap`, `bug-report`, `vip`, `csat-followup`, or channel tags.
Caveats	Add tag is additive, so overlap detection does not treat cross-automation tag additions as conflicts.

Add internal note

Field	Details
Catalog id	`add_note`
Action kind	`add_note`
Category	Inbox
Required config	Note body.
Runtime effect	Appends an operator-only automation note to conversation metadata. Notes are capped.
Use it for	Recording why a workflow fired, what evidence to review, or what follow-up is needed.
Caveats	This action is one-shot per automation per conversation to avoid duplicate notes on recurring message events.

Snooze conversation

Field	Details
Catalog id	`snooze`
Action kind	`snooze`
Category	Inbox
Required config	Duration: `1h`, `4h`, `1d`, `3d`, or `1w`.
Runtime effect	Sets the conversation status to `waiting`, writes `statusId` and `statusLifecycle` as `waiting`, and writes a `snoozeUntil` timestamp.
Use it for	Deferring follow-up, waiting for customers, or temporarily moving a conversation out of the active queue.
Caveats	Snooze durations are fixed. The scheduler can wake elapsed snoozes back to open when appropriate.

Archive conversation

Field	Details
Catalog id	`archive`
Action kind	`archive`
Category	Inbox
Required config	None.
Runtime effect	Writes `archivedAt` and `visibility: archived` metadata.
Use it for	Removing conversations from the active inbox after cleanup workflows.
Caveats	Archive does not by itself set the lifecycle status to solved. Pair it with Set conversation status when that is the desired behavior.

Messaging actions

Auto-reply

Field	Details
Catalog id	`auto_reply`
Action kind	`auto_reply`
Category	Messaging
Required config	Reply text.
Runtime effect	Inserts a delivered assistant message with automation metadata.
Use it for	Acknowledgements, after-hours messages, simple expectation setting, or delayed follow-up.
Caveats	One-shot per automation per conversation. Suppressed when the caller indicates the AI already answered the same customer message. Standalone Issues-board automations resolve the action but do not post customer-facing issue comments.

Notify

Field	Details
Catalog id	`send_notification`
Action kind	`send_notification`
Category	Messaging
Required config	None. Target and message are optional.
Runtime effect	Records an operator-visible automation note with `kind: notification`.
Use it for	Assignee reminders, team-channel instructions, escalation notes, or owner follow-up.
Caveats	This is not an external Slack/email delivery integration today. It records a stored note/notification inside Woes.

Workflow integration actions

Create Jira issue

Field	Details
Catalog id	`create_jira_issue`
Action kind	`create_jira_issue`
Category	Routing
Required config	A connected Jira workspace integration. Jira uses the workspace default project unless the action supplies a project key.
Runtime effect	Creates or links a Jira issue for the Woes issue. If the issue is already linked, Woes avoids creating a duplicate.
Use it for	Escalating reproducible bugs, docs gaps, or technical blockers into Jira from an issue workflow.
Caveats	This action requires the Jira integration to be connected. Jira outages or permission errors are reported without blocking unrelated automation steps.

Create Linear issue

Field	Details
Catalog id	`create_linear_issue`
Action kind	`create_linear_issue`
Category	Routing
Required config	A connected Linear workspace integration.
Runtime effect	Creates or links a Linear issue for the Woes issue using the connected workspace and available team selection. If the issue is already linked, Woes avoids creating a duplicate.
Use it for	Routing product bugs, feature requests, repeated customer pain, or docs gaps into Linear.
Caveats	This action requires Linear to be connected and an accessible team to be available. It creates support-to-product work, not customer-visible replies.

Send CSAT survey

Field	Details
Catalog id	`send_csat_survey`
Action kind	`send_csat_survey`
Category	Messaging
Required config	Optional survey selection.
Runtime effect	Marks the conversation as requesting a CSAT survey and stores request timestamp/type/id metadata.
Use it for	Asking for satisfaction feedback after resolution or escalation.
Caveats	The action requests a survey; widget and survey settings still decide whether and how the customer sees it.

Send NPS survey

Field	Details
Catalog id	`send_nps_survey`
Action kind	`send_nps_survey`
Category	Messaging
Required config	Optional survey selection.
Runtime effect	Marks the conversation as requesting an NPS survey and stores request timestamp/type/id metadata.
Use it for	Recommendation feedback after support interactions or account milestones.
Caveats	Like CSAT, this records the survey request metadata; final delivery depends on survey configuration and customer surface eligibility.

SLA actions

Set SLA target

Field	Details
Catalog id	`set_sla`
Action kind	`set_sla`
Category	SLA
Required config	SLA target: `first_response`, `next_response`, or `resolution`.
Runtime effect	Sets `slaTarget` metadata on the conversation.
Use it for	Choosing which SLA breach class matters for a workflow before scheduler evaluation.
Caveats	This does not notify anyone by itself. Pair it with Notify, Set priority, or Assign team if a breach should move work.

Conflict behavior

Woes prevents overlapping automations when two enabled automations share the same When trigger, have overlapping conditions, and run conflicting actions.

Action kind	Conflict behavior
`assign_agent`	Singular. Different targets conflict; same target is treated as redundant overlap.
`set_team`	Singular. Different teams conflict; same team is redundant overlap.
`set_status`	Singular. Different statuses conflict; same status is redundant overlap.
`set_priority`	Singular. Different priorities conflict; same priority is redundant overlap.
`set_sla`	Conflicting when overlapping.
`auto_reply`	Conflicting when overlapping, to avoid duplicate replies.
`send_csat_survey`	Conflicting when overlapping, to avoid duplicate survey requests.
`send_nps_survey`	Conflicting when overlapping, to avoid duplicate survey requests.
`snooze`	Conflicting when overlapping.
`archive`	Conflicting when overlapping.
`add_tags`	Additive; not a cross-automation conflict.
`add_note`	Additive, but one-shot per automation per conversation.
`send_notification`	Additive; records notes/notifications.

Delayed actions

If a Then action sits after a Delay node, Woes queues it instead of applying it immediately. The scheduled automation processor applies the queued action when due. Delayed actions behave the same as immediate actions once they are applied. If the source automation is disabled or deleted before the delayed action is due, the scheduler skips that stale queued work.

Audit and storage

Automation effects are stored with the support record they act on:

Data	Storage
Automation definition	Workspace settings JSON.
Run audit	Conversation metadata `automationRunLog`, capped.
Delay queue	Conversation metadata `automationDelayQueue`, capped.
Idempotency	Conversation metadata `automationsApplied` and `automationOnce`.
Tags, status, priority, assignment, SLA, snooze, archive	Conversation metadata and, where applicable, conversation status.
Auto-replies	Conversation timeline messages marked as automation replies.
Internal notes and notifications	Conversation metadata `automationNotes`; issue copies become automation-sourced notes.

​Then Actions

​Routing actions

​Hand to AI agent

​Human handoff

​Assign team

​Inbox actions

​Set conversation status

​Set priority

​Add tag

​Add internal note

​Snooze conversation

​Archive conversation

​Messaging actions

​Auto-reply

​Notify

​Workflow integration actions

​Create Jira issue

​Create Linear issue

​Send CSAT survey

​Send NPS survey

​SLA actions

​Set SLA target

​Conflict behavior

​Delayed actions

​Audit and storage