Textline’s Automations are a powerful tool to give you increased flexibility with automatic responses and other actions, and allow you to control elements of your Conversations with things like key words, response timing, and automatic Conversation assignments to Agents in your Textline organization.
To get to your Automations:
- Select Messaging Tools > Automations
- If you have multiple Textline Departments, choose the Department for which you’ll be creating an Automation
- Select the New Automation button
There are three main elements of Automations: the Automation Type, the Automation Conditions, and the Automation Action.
Determine the event that triggers an automation. For example, you can set an Automation to trigger when a message is received, when an agent sends a message, or when a Conversation is resolved. There is also an Automation type called Timer. This type is one that allows Automations to fire based on time passed since an event. You can read more on the Automation type Timer here.
Conditions are the rules that define when the Action will occur. They can be set to ensure that Automations only fire if an event meets ALL of the Conditions set, or ANY (at least one) of the conditions set. Conditions can include things like:
- Agents are unavailable
- Message body contains [word or phrase]
- Current time is [within/outside of business hours]
- Conversation was Resolved more than [#] minutes ago
- ...and more!
Actions are the end goal of an Automation, occurring when an Automation Type meets the selected Conditions. Actions can include things like:
- Resolving a Conversation
- Assigning a Conversation to a specific Agent
- Responding to the Contact with a specific message
- Tagging or untagging a Contact
- ...and more!
You can also create your Actions with particular settings:
- Prevent lower priority automations from sending messages: Automations are prioritized in the order they were created. This setting will prevent multiple automated responses from being sent when an event meets the conditions of more than one Automation.
- Suppress Agent notifications and wait time warnings: If you'd like to remove notifications from the equation of a given Automation.
- This message counts towards metric calculations: If your Automation involves sending a message, you can count that automated action towards your metric count (i.e. time to first response, time to respond, etc)
Priority & Reordering
It is important to note that the order in which your automation appears in a department matters. Actions from an automation with a higher priority can affect the triggering and actions of an automation lower in the list. It is important to order the automations in your department in a way that sets the correct priority.
To reorder an automation, hover your mouse over an automation to expose the drag icon (6 dots) to the left. Click and hold the icon to drag the automation to you're desired location. Release the icon to save the change in order.
There may be situations where you want an automation to run in limited instances, turn it off for a bit, and then re-enable it. You can do this by disabling an automation.
To disable an automation, hover your mouse over an automation to expose the drag icon (6 dots) to the left. Click and hold the icon to drag the automation and drag it down to the section for disabled automations. Release the automation to add it to the disabled list. Note: disabled automations do not need an order, so we sort these alphabetically.
To enable a disabled automation, hover your mouse over the automation to expose the drag icon (6 dots) to the left. Click and hold the icon to drag the automation and drag it up to your desired location in the active automations list. Release the icon to enable the automation and save its place in the order. Remember that an automation's location in the list matters.