Workflow & Process Automation

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

Automation Events are triggered when you want your automation executed. Hoory currently supports three kinds of events.

1. Conversation created - this is triggered when a new conversation is created in your system. This will include conversations created in all channels.
2. Conversation updated - this is triggered when a conversation is updated.
3. 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
Country	Country
Referrer Link	Referrer Link
	Assignee
	Team

Automation Actions

Actions are tasks/processes that are executed whenever respective conditions are met.

Hoory currently supports the following actions:

1. Assign conversation to a team
2. Assign labels to a conversation
3. Send emails to a team

Creating Automation

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 Automations.

Click the + Add Automation Rule button which will open the Automation creation modal.

1. Give your automation a name.
2. Add a description (optional).
3. Select an event.
4. Add conditions.
5. Add actions.

You can chain multiple conditions with the AND or 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.

1. Add a name and a description
2. Select event as Conversation Created
3. Add two conditions and join them with the AND opeator, Condition 1 - Conversation Status as Open and Condition 2 - Browser Language as Francais (fr) from the dropdown.
4. Add an action - Assign a team and select the team France sales from the dropdown. (You need to create your team first)

Editing Automation

To edit an automation, click the Edit icon from the automations list.

Clone Automation

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.

Deleting Automation

To delete an automation, click the delete button from the list. Note that this action cannot be undone.