Automation
Understanding Cubu automations
Last updated
Understanding Cubu automations
Last updated
Automations are custom actions performed automatically on cases in an inbox on specific events when a set of conditions is fulfilled. The automation is defined for a specific inbox and applied to the cases in that inbox.
This feature allows you to automate standard business processes and perform various tasks such as sending emails and SMS messages, changing the case fields, tagging the case, etc.
Automation consists of a trigger, conditions, and actions.
The following screenshot depicts an automation triggered when the case position changes and sends an SMS to the customer when the case is first in line:
The trigger controls when the automation should be activated. When the automation is activated, the conditions are evaluated to determine whether to perform the actions. For example, if the automation trigger is "Queued", the conditions will be evaluated when the case is created and enters the inbox queue.
Time-based automations use a schedule or a time-oriented condition instead of an event.
For example, you can create an automation to move a case to another inbox if it is waiting for more than 2 hours in the inbox.
Time-based automations use the Clock trigger.
Conditions control if the automation should run. Conditions are based on the case's field, status, tags, and other data.
All conditions must be fulfilled for the automation to run.
Actions are performed when the trigger is fired and all conditions are fulfilled.
Actions can be used to change the case status, fields, and tags, to send messages to the customer, to move the case to another inbox, and more.
