Automations Overview
Overview
Automations allow you to take an action when a given event occurs inside of Capacity applications. Unlike a Workflow (that invokes on a schedule, manually or through a Guided Conversation),
Applications
The Application specifies which part of the platform being listened to.
Triggers
Triggers are Events to listen for. For example, in the Helpdesk Application, an event might be "Ticket Created" or "Ticket Updated".
Here is a list of Automations features.
| Feature | Available |
| Helpdesk: Ticket Create | Now |
| Helpdesk: Ticket Updated | Now |
| Helpdesk: Time Interval | Now |
| Helpdesk: Correspondence Created | Now |
| Helpdesk: Interaction Created | Now |
| Helpdesk: SLA Breached | Q3 2022 |
| Analytics: Analytics Event Created | Now |
| Cloud Drive: Document Uploaded | Q3 2022 |
| Email: Inbound Email Received | Q3 2022 |
Conditions
Conditions allow you to create if statements to execute when the event occurs. If statements can contain logical operators like:
- >
- <
- >=
- <=
- =
- contains
You can also add multiple Conditions to a given Automation.
Actions
Actions indicate what you want Capacity to do when an event occurs and a condition is satisfied. Here is a list of Automations features.
| Feature | Available |
| Send an Email | Now |
| Start a Workflow | Now |
| Update a Ticket | Now |