Automations

What are Automations?

Automations allow you to set up automatic actions that trigger based on certain events or conditions. This helps you:

• Save time on repetitive tasks
• Ensure consistent client follow-up
• Never miss important deadlines
• Respond to clients faster

Automation Triggers

Automations can be triggered by various events:

Case Events

• Case created — When a new case is added
• Case status changed — When a case moves to a different status
• Case type changed — When a case type is updated
• Case assigned — When a case is assigned to a team member

Communication Events

• Message received — When a client sends a message
• Call completed — When a call with a client ends
• Sentiment detected — When a negative or positive sentiment is detected

Task Events

• Task completed — When a task is marked as done
• Form submitted — When a client submits a form

Automation Actions

When a trigger fires, you can perform various actions:

Communication Actions

• Send SMS — Send a text message to the client
• Send email — Send an email to the client
• Make AI call — Initiate an AI call to the client

Case Actions

• Update status — Change the case status
• Assign to team member — Assign the case to someone
• Add to list — Add the case to a specific list

Task Actions

• Create task — Add a new task to the case
• Send form — Send a form to the client

Notification Actions

• Send notification — Alert team members

Creating an Automation

To create a new automation:

1. Go to Settings → Automations
2. Click Create Automation
3. Select a trigger (what starts the automation)
4. Add conditions (optional filters)
5. Choose an action (what happens)
6. Click Save

Example: Welcome Message

Send a welcome SMS when a new case is created:

• Trigger: Case created
• Condition: Case type is "Personal Injury"
• Action: Send SMS with welcome message template

Sentiment-Based Automations

Kayse can detect the sentiment of client communications (positive, neutral, negative). You can use this to:

• Escalate negative sentiment — Notify a manager when a client is unhappy
• Follow up on positive sentiment — Send a review request when a client is happy

Managing Automations

From the Automations page, you can:

• Enable/Disable — Turn automations on or off
• Edit — Modify triggers, conditions, or actions
• View history — See when automations ran
• Delete — Remove automations you no longer need

Best Practices

• Start simple — Begin with one or two automations and expand over time
• Use conditions — Add filters to prevent automations from running unnecessarily
• Test first — Test automations with sample cases before enabling
• Review regularly — Check automation history to ensure they're working correctly