📄Automation Actions

It is possible to perform the following actions:

• Change between Waiting and Pending: Select this action when you wish the case to change its status (from Waiting to Pending or vice versa) after the conditions set for this automation are fulfilled.

• Update case field value: Select this action when you wish one of the case’s fields to change to a specific value after the conditions set for this automation are fulfilled.

• Send SMS message: Select this action when you wish to send the customer an SMS after the conditions set for this automation are fulfilled.

• Send email message: Select this action when you wish to email the customer after the conditions set for this automation are fulfilled.

• Tagging: Select this action when you wish to add/remove a certain tag to/from the case after the conditions set for this automation are fulfilled.

• Move case to another inbox: Select this action if you wish to move the case to a certain inbox after the conditions set for this automation are fulfilled (only if routes between the inboxes were defined).

• Appointment check-in: Select this action if you wish to automatically check in the case and add it to the queue after the conditions set for this automation are fulfilled (usually required for phone call meetings; see details here).

• Increase/decrease a numeric field: Select this action if you wish to automatically increase or decrease a value of a certain (numeric) field after the conditions set for this automation are fulfilled.

• Return a Resolved Case to the Queue: Select this action if you wish to return a resolved case to the queue after the conditions set for this automation are fulfilled. The case status must be "Resolved" for this action to work. Typically, you would use it when the service time on a case was too short, and the customer was left unheeded.

• Send User Notification: Select this action to notify users or groups when automation triggers and conditions are met. Deliver via Cubu notifications, email, or SMS.