📄Automation Conditions

It is possible to set the following conditions:

• Case status: This condition evaluates the case status. Set this condition to trigger an action for a case with a certain status.

• Case service category and type: This condition evaluates the service category and type. You can use this condition to limit actions only to cases providing a specific service category and (optional) specific service type.

• Case field value: Set this condition to trigger an action for a case where a certain field has a certain value.

• Customer field value: Set this condition to trigger an action for a case where a field in the customer record has a certain value (useful for VIP customers).

• Case position in queue: This condition type evaluates the position of a case in the queue. A case in a queue can be in either Pending or Waiting status. You may combine this condition type with the "Case status" condition to limit actions for a specific status.

• Case tags: Set this condition to trigger an action for a case with a certain tag. Note that you can set a few tags, and the condition will work should any or all of these tags appear in the case.

• Date in case field has passed: Set this condition to trigger an action for a case after a certain date and time passes. Note that you can create date and time fields using the Metadata admin tool.

• Case time in status: Set this condition to trigger an action for a case whose status lasts longer than a set time period.

• Case channel: Set this condition to trigger an action for a case that is set to provide service via a certain communication channel.

• In time-window before appointment: Set this condition to trigger an action during a time window preceding the appointment time of a case. Set the beginning and the end of the time window.

• Last service time: Set this condition to trigger an action for a case that was in service shorter/longer than a specified amount of minutes/seconds. Typically, you would use it for cases that were skipped in the queue (because the customer did not answer the call), which lasted less than a minute. In such a case, you can set an action to return this customer back to the queue.

• Satisfaction score: Set this condition to trigger an action for a case that was evaluated by the customer's feedback. You can choose if the case's satisfaction score was higher/lower than a specific value. It is used with the Feedback submitted trigger.