Automations and the AI builder
Updated Sep 18, 2026
Automations are visual workflows that act on your tickets for you: tag and
route new conversations, draft or send AI replies, notify your team, schedule
follow-ups, close resolved tickets after a quiet period. Each automation is a
small flowchart — a trigger, optional conditions, and one or more actions —
and you can read exactly what it will do by looking at it.
Where to find them
Settings → Automations lists every automation in your workspace with an
on/off toggle and its run history. New automation opens the editor.
You need an admin role in the workspace to create or edit automations.
The fastest way to build one: describe it
You do not have to assemble the flowchart by hand. The editor has a built-in
AI builder: open a new automation and describe what you want in plain
language — for example:
"When a new ticket mentions a refund, tag it
refund, set priority to
high, and notify the team."
The builder drafts the complete workflow — trigger, conditions, actions,
wired together — and you review it on the canvas before anything runs. You
can keep talking to it to refine the draft ("also skip tickets that already
have an assignee"). Nothing is live until you enable it.
If you tell us in this chat what you want automated — the trigger ("when a
new ticket arrives…"), any conditions ("…that mentions shipping…"), and the
outcome ("…tag it and notify #support") — we can point you at the right
starting template, or a teammate can build it with you.
The building blocks
| Block | What it does |
|---|---|
| Trigger | Starts a run: new ticket, customer reply, status change, a schedule, or another automation invoking this one. |
| Condition | Branches on the ticket: tags, custom fields, free-form rules, and the AI-detected language, category, and sentiment — for example, tag or route tickets by the customer's language. |
| Action | Does something: tag, assign, set priority, auto-reply, generate an AI draft, send with approval, notify, schedule another automation. |
| AI agent (Smart Reply) | The agentic action: reads the conversation, searches your knowledge base, and writes a grounded reply — escalating to a human instead of guessing when the knowledge base doesn't cover the question. |
Ready-made templates
Every workspace ships with system templates you can enable instead of
building from scratch — including a full AI support agent. Two things worth
knowing:
- Enable only one AI agent template at a time (for example Aigento for
Shopify or the knowledge-base-only agent, not both) — two agents on the
same trigger will both message your customer. - Templates arrive disabled. Review the flow, then flip the toggle.
Testing and safety
- Test run executes the workflow against a real ticket without side
effects: AI steps and reads run for real, but nothing is sent, tagged, or
changed until you enable the automation. - Approval policy (Settings → AI Tools) decides whether AI-written
replies go out directly or wait in the Review Queue for a human. New
workspaces default to requiring approval for anything that writes. - Every run is recorded — open an automation's history to see exactly which
path each ticket took and what every step did.
What automations cannot do (yet)
An automation acts inside your workspace on tickets and customers. It cannot
change your billing, connect integrations, or modify other automations —
those stay behind the admin screens.