The Automations section is designed to supercharge your team's efficiency and responsiveness. Whether you're offering support, managing high volumes of customer inquiries, or streamlining ticket handling, this section equips you with tools to automate routine tasks and free up human effort for more complex needs

Workflows

Workflows can automate a variety of tasks across tickets, chats, and third-party app integrations. Create your first workflow from scratch or choose a pre-built template. By using workflows, you can:

• Transfer chats, send transcripts or add tags automatically

• Create, update or add followers to a ticket

• Update orders or customers with Shopify and BigCommerce

• Analyze sentiment, summarize text or extract information with the use of OpenAI

Set up actions based on specific triggers to ensure routine steps happen reliably and consistently, without manual intervention.

Canned Responses

Canned responses are pre-saved replies for frequently asked questions or common chat/ticket interactions. They’re a simple but powerful way to:

• Reduce response time.

• Avoid typing the same replies repeatedly.

• Maintain a consistent tone and messaging.

You will find two separate sections for:

• Chats – For live chat or automated conversations.

• Tickets – For asynchronous customer support.

Tip: Keep these organized by team or tag for easy access by your teammates.

Discover how to create canned responses and use them in messages using shortcuts to speed things up

Ticket Rules

Rules are automation tools that trigger specific actions when defined conditions are met - like tagging or assigning tickets when a certain keyword appears. They're designed to handle repetitive tasks, speed up ticket management, reduce human error, and ensure faster, more accurate responses. 

Macros are manual, pre-set actions or responses that agents apply to tickets to speed up repetitive tasks. Unlike automation rules, macros don’t use conditions - they’re triggered by agents when needed, making them ideal for standard replies or common ticket updates. They’re simple, fast, and great for improving personal or team productivity without requiring complex logic.