# Automation Conditions

It is possible to set the following conditions:&#x20;

* **Case status**: This condition evaluates the case status. Set this condition to trigger an action for a case with a certain status.&#x20;
* **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.&#x20;
* **Case field value**: Set this condition to trigger an action for a case where a certain field has a certain value.&#x20;
* **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).&#x20;
* **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.&#x20;
* **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.&#x20;
* **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.&#x20;
* **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.
