Triggers & Automations
Make things automatically happen, according to previously defined timing and actions!
Triggers are rules you can define to execute certain actions based on predefined conditions. You can create triggers for your different configured channels.
For example, you can create a Voice trigger to open a 3rd-party-app ticket (i.e. Zendesk, Salesforce, Freshdesk…) and an HTML Motion bar popup with the details of the call, that the agent can see when he picks up a call in a queue. On the other hand, an email trigger can be used to forward an incoming email to a specific email address.
Automations are rules running every x minutes on predefined conditions. An example of automation for Email Channel:
Condition: Email interaction status is open and the creation time is more than 4 hours.
Action: Change the interaction status to CLOSED.
Please do not hesitate to contact our passionate Team for more information!