Have more types of automations: field change and time/condition (SLA) triggers
under review
Eduardo Fukumoto
Although automations are already quite powerful, today they rely on triggers related to conversations (opening, closing, creating a new message). The idea is to expand the available trigger types and simplify the configuration of some automations.
1) Field/State Change Triggers
Allow you to take action based on changes in native fields. For example: changing the urgency of a ticket automatically triggers a specific trigger.
2) Time/condition triggers — SLA (consolidated from post #3675)
Today, automations related to time are very limited. The idea is to be able to execute actions directly as a function of time/condition (such as SLA), instead of relying solely on events.
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This post consolidates the old #4610 and #3675, which dealt with the same topic (expand the types of automation triggers in addition to conversation events) .
Eduardo Fukumoto
I consolidated post #3675 (Automations by actions - Time/SLA) here in this post, since they were dealing with the same topic. The #3675 closed pointing this way. Combined score of interest: 6 (here) + 3 (the).
D
Daniel Almeida
Include variables in the email sending rule. See example in the attached image.
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D
Daniel Almeida
Rule for sending a service transcript: I suggest including the name of the automation in the subject of the email so that we know why we are receiving the transcript. This will be useful when we have several transcription automations enabled for different reasons.
Ian Kraskoff
marked this post as
under review
Eduardo Fukumoto
marked this post as
planned