Automations

Automations let you create automations which trigger during a conversation with an agent/chatbot.

You can use automations to:

• Add chat transcript to your CRM after chat ends

• Notify your team when SLA is breached

• Send slack notifications when a variable changes to X

• Send an email to the visitor after chat ends

• and more...

To create a automation follow these steps:

Step 1: Create an automation

Goto Settings > Account > Automations

Step 2: Define your trigger criteria

Set a trigger that, when met, starts this automation. You can choose from:

• Assignee change

• Conversation status

• Variable value

You can add multiple trigger conditions by matching ALL/ANY conditions using the radio button.

Step 3: Define the action you want to perform

Choose what action you want this automation to perform once the trigger conditions are met. You can select from:

• Send an email – Send an email notification to a specified address.

• Fire an API – Make an API request to a specified endpoint. Learn more

Step 4: Activate your automation

Finally, switch the automation on to make it active and start running whenever the trigger conditions are met.