Automations overview

2 min. readlast update: 09.03.2025

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.

 


 

AI agent

AI agents are autonomous assistants that deliver smart, automated support with no complex setup. They handle customer questions, reduce spam, and use added knowledge sources to provide accurate answers.

Key features:

  • Quick customization: name, avatar, tone of voice, and response length

  • Knowledge from websites and/or files

  • Context awareness for personalized replies

  • Skills: welcome messages, ticket handling, and transferring to human agents

  • Managed by Owners/Admins with easy preview and publishing options


    Visit the AI agents article to learn more ->

 


 

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
  • Welcome new visitors and handle chats after hours
  • Route conversations by product interest
  • Create, update, or add followers to a ticket 
  • Add AI-powered summaries to tickets
  • Instantly add leads to HubSpot and Mailchimp

 

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

 

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. 



Learn more about ticket rules ->

 


 

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