🚗Automation
Automation features help users automatically perform tedious and repetitive tasks, supporting human resources through automated means so personnel can focus on the most important work and fully enjoy the many benefits FIRST LINE brings.
Automation type
Automations have different trigger conditions and actions depending on the data source. The currently provided data types are as follows
Customer: when a customer is created or updated
Ticket: when a ticket is created or updated
Conversation record: when an agent contacts, answers a customer, or replies to a message
File: when a file is uploaded, such as customer and ticket attachments
Employee: when an employee logs out or logs in
You can choose the appropriate type according to different usage scenarios to build automation features that can help you do the following.
Integrate customer data into the corporate database.
Integrate tickets with third-party services, such as LINE notifications or Google Calendar reminders.
Assign responsible agents based on priority.
Basic settings
All automation types have the following basic settings
Required
Name
Description
Enable rule
You can choose whether to enable this rule.
Rule name
Enter a simple and easily identifiable name; this is required.
Content
Write notes to help understand the rule's purpose and intent.
Trigger actions
Automations are automatically triggered by "events." Different automation categories have different trigger events, and you can use multiple selections to satisfy business logic.
Customer
When data is created
When data is updated
Ticket
When data is created
When data is updated
Conversation record
When agent proactively contacts
When agent answers a customer
Customer replies to message
Agent replies to message
When call is connected
When conversation ends
Data conditions
When an event is triggered, you can further specify detailed conditions based on the data content to decide whether to execute actions.
Conditions can also determine whether a "value" has changed; depending on the usage scenario, this can reduce the frequency of repeated executions.
Customer
Last name: whether it contains/does not contain keywords.
First name: whether it contains/does not contain keywords.
Member ID: whether it contains/does not contain keywords.
National ID number: whether it contains/does not contain keywords.
Responsible agent: whether this customer matches the specified agent.
Ticket
Status: whether it contains/does not contain the specified status.
Priority: whether it contains/does not contain the specified priority.
Responsible agent: whether this customer matches the specified agent.
Created by agent: whether this customer matches the specified agent.
Conversation record
Channel type: such as LINE, live chat, etc.
Conversation initiator: whether the contact was initiated by the agent or the customer.
Online status: limited to live chat channels, whether the customer has enabled live chat.
Execute actions
"Actions" are the most important settings that make up automation features. Each automation consists of one or more actions. When the "trigger" and "conditions" are met, the "actions" will execute automatically, replacing manual work. The actions that can be executed vary by type.
Customer
Change last name
Change first name
Change member ID
Change responsible agent
Delete customer
Call Webhook script
Ticket
Change status
Change priority
Change title
Change responsible agent
Delete ticket
Call Webhook script
Conversation record
Call Webhook script
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