Hoory's automation feature helps you streamline workflows, automate processes, and save time. You can do many things with automation, including assigning conversations to specific agents, adding them into teams, and putting labels on conversations. As a result, you customer support team can focus on what they do best and spend less time on manual tasks.
Hoory's automation is made up of three things: Events, Conditions and Actions. Event is the trigger that will execute the respective automation rule. Conditions are a list of criteria that will be checked before the action is executed. Actions are a list of tasks that will be executed when the conditions are met.
Automation Events are triggered when you want your automation executed. Hoory currently supports three kinds of events.
- Conversation created - this is triggered when a new conversation is created in your system. This will include conversations created in all channels.
- Conversation updated - this is triggered when a conversation is updated.
- Message created - this is triggered when any new message inside a conversation is created.
Conditions of Automation
Conditions are criteria that will be checked before the action is executed. The conditions are evaluated in the order they are defined.
|Conversation Created||Conversation Updated||Message Updated|
|Conversation Status||Conversation Status||Message Type|
|Browser Language||Browser Language||Message Contains|
|Referrer Link||Referrer Link|
Actions are tasks/processes that are executed whenever respective conditions are met.
Hoory currently supports the following actions:
- Assign conversation to a team
- Assign labels to a conversation
- Send emails to a team
In order to create automation, you need to go to the Automations page. To navigate there, click the Settings icon on the Hoory sidebar and select
+ Add Automation Rule button which will open the Automation creation modal.
- Give your automation a name.
- Add a description (optional).
- Select an event.
- Add conditions.
- Add actions.
You can chain multiple conditions with the
OR operator, as shown in the below-added example.
Example: Assigning all new conversations to a specific team when the Browser language is French and Status is Open.
- Add a name and a description
- Select event as
- Add two conditions and join them with the
ANDopeator, Condition 1 -
Openand Condition 2 -
Francais (fr)from the dropdown.
- Add an action -
Assign a teamand select the team
France salesfrom the dropdown. (You need to create your team first)
To edit an automation, click the
Edit icon from the automations list.
To make a copy of an exisitng automation, just click the clone icon from the automations list. This will create an exact replica of the automation with the same conditions and actions.
To delete an automation, click the delete button from the list. Note that this action cannot be undone.