Automation Triggers
Automations support the following triggers:
Any Change (deprecated)
The case has changed. This trigger is maintained for backward compatibility. Using this trigger is not recommended.
Abandoned queue
The customer has abandoned the queue.
Appointment booked
An appointment has been booked.
Appointment Cancelled
The appointment has been cancelled.
Appointment Checked-in
A customer has check in to his appointment.
Clock
Activates automation according to the set time-based condition (when a certain time arrives). For examples:
Change pending case to waiting after 10 minutes
Send an SMS 10 minutes before the appointment
Feedback Submitted
The customer has submitted feedback (using the virtual).
Moved
The case has moved to another inbox.
Position Changed
The case position in queue has changed.
Queued
The case has entered the queue (in the automation's inbox).
Resolved
The case has been resloved.
Returned to Queue
An active case has been returned to the queue.
Service Started
An agent started serving the case.
Updated
The case data has been updated (the case data was saved by an agent while serving the case).
User Assigned
A user has been assigned to the case.
User Unassigned
A user has been unassigned from the case.
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