Automations

System Generated Fields

These system fields will be generated based on the most recent comment made.

• Last Conversation Response Text
• Last Conversation Response Time
• Last Conversation Response User Type
• Last Conversation Response Username
• Last Conversation Response Email
• Last Conversation Response Is Public

These fields can be used to automate actions based on comments.

New Action Type: Add Conversation Response

If you would like to add a comment using an automated action, you can use the new action type "Add Conversation Response".

Click here to learn more.

New Trigger Rule: OnNewResponse

Introducing a new trigger rule called "OnNewResponse". With this rule, you can fire actions in response to receiving a new comment. For instance, you can set up an email action to trigger when a new comment is added.

Here are the instructions for setting up such a trigger:

• Provide a Name and Description.
• Choose the trigger type as "Rule".
• Set the Activate On option as "OnNewResponse".
• Select one of three visibility options: Any, Private, or Public. The trigger will be activated based on your selection.
• Specify the type of user for whom this trigger should apply.
• You can define specific conditions that must be met for the trigger to activate.
• Attach the desired action that should occur when the trigger is activated.

To learn more about rule-based triggers. Click here.

Agent Interface: Create Trigger Screen Did You Know?

All the emails you send and receive in an object will also be saved in the comments. You won't need to look anywhere else to see the whole conversation.

You can tell if a comment is from a user, an email, or an action by looking at the comment's title attributes.

Agent Interface: Comment Feature

Comments can be made from three different source types and by three different types of users.

Source types: User, Email, Action.

User Types: Agent, Client, Guest.

US- A	Agent/Admin adds comment manually
US- C	Client adds comment manually
EM-A	Agent/Admin adds comment with received email (automated)
EM-C	Client adds comment with received email (automated)
EM-G	Guest adds comment with received email (automated)
AC-A	Agent/Admin adds comment with actions (automated)
AC-C	Client adds comment with action (automated)

If you want to include automatic emails in the comments section too, you should check the box in the email configuration that allows the email to be added to the conversation whenever it's triggered. This checkbox enables emails to be automatically recorded within the comments section when they are sent.

Admin Interface: Edit Action Screen