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Advanced Automations
⏱️ Automation Frequency
Control how often automations can run:
🔁 Frequency Settings
| Setting | Description |
|---|---|
| Once Per Case | Only runs one time per case |
| Once Per Day | Runs at most once every 24 hours 📅 |
| Once Per Week | Runs at most once every 7 days |
| Unlimited | No limit — runs every time the trigger fires 🔄 |
⏳ Cooldown Periods
Set a minimum wait time between triggers:
- Open the automation settings
- Set the Cooldown Period
- The automation won't fire again until the cooldown is over ⏰
📅 Automation Scheduling
Control when automations are active:
🕐 Schedule Options
| Option | Description |
|---|---|
| Always Active | Runs all day, every day, 24/7 |
| Business Hours | Only during your set working hours 🏢 |
| Specific Days | Only on certain days of the week |
| Custom Schedule | Set your own exact schedule 🎛️ |
🌍 Timezone Handling
Automations are smart about timezones:
- Time-based triggers use the client's timezone
- Business hours check the client's local time
- Messages arrive at the right time for each person ⏰
😊 Sentiment-Based Automations
Kayse AI can figure out how a client is feeling (positive, neutral, negative) from their messages and calls. You can use this to:
- Escalate negative feelings — Let a manager know when a client sounds unhappy 😟🔔
- Follow up on happy feelings — Ask for a review when a client is pleased 😊⭐
- Track satisfaction — Keep an eye on how clients are feeling overall 📈
🔍 Sentiment Analysis Sources
| Source | Analysis |
|---|---|
| Call Transcripts | AI listens to what was said on the call 📞 |
| SMS Messages | AI reads the tone of text messages 💬 |
| Email Content | AI checks the tone of emails 📧 |
| Chat Messages | AI looks at portal chat messages 💻 |
Important
Sentiment detection looks at the tone of messages. Always check flagged messages yourself to make sure the AI got it right! 👀
🛠️ Managing Automations
From the Automations page, you can:
| Action | Description |
|---|---|
| Enable/Disable | Turn automations on or off 🔘 |
| Edit | Change triggers, conditions, or actions ✏️ |
| Duplicate | Copy an automation to use as a starting point 📋 |
| View History | See when automations ran 🕰️ |
| Delete | Remove automations you don't need 🗑️ |
📊 Automation Status
| Status | Description |
|---|---|
| Active | The automation is running ✅ |
| Paused | Temporarily turned off ⏸️ |
| Draft | Not turned on yet 📝 |
| Error | Something is wrong with the setup ❌ |
📜 Automation History
Track when automations ran and what they did:
📋 History Details
| Field | Description |
|---|---|
| Trigger Time | When the automation started 🕐 |
| Case | Which case triggered it 📁 |
| Action Taken | What the automation did ⚡ |
| Status | Whether it worked or not |
| Error Details | Why it failed (if it did) ❌ |
✅ Success/Failure Tracking
Keep an eye on how reliable your automations are:
- Go to Automations
- Click on an automation
- Open the History tab
- See the success rate and any errors 📊
🔗 Multi-Step Automations
Chain several actions together in one automation:
➡️ Sequential Actions
- Action 1: Send welcome text 💬
- Action 2: Create a follow-up task ✅
- Action 3: Add to the onboarding list 📋
⏰ Delayed Actions
Add wait times between steps:
- Send an immediate welcome message 💬
- Wait 1 day ⏳
- Send a follow-up email 📧
- Wait 3 days ⏳
- Make an AI call if there's no response 🤖📞
📦 Automation Templates
Get started quickly with ready-made templates:
📋 Available Templates
| Template | Description |
|---|---|
| Welcome Flow | Get new cases started 👋 |
| Document Collection | Ask for and follow up on documents 📄 |
| Status Update Notifications | Tell clients when their case status changes 📢 |
| Negative Sentiment Escalation | Alert someone when a client is unhappy 😟🔔 |
| Review Request | Ask for reviews after good outcomes ⭐ |
| Appointment Reminders | Remind clients about upcoming appointments 📅 |
🎨 Creating Custom Templates
- Build your automation
- Click Save as Template
- Use it for future automations 🔄
🌟 Best Practices
- Start simple — Begin with one or two automations and add more over time 🐣
- Use conditions — Add filters so automations don't run when they shouldn't 🎛️
- Test first — Try automations with test cases before turning them on 🧪
- Check regularly — Look at automation history to make sure things are working 👀
- Set frequency limits — Don't send too many messages to the same client 🚫
- Respect timing — Follow business hours and timezones ⏰
- Watch sentiment — Set up alerts for unhappy interactions 😟
- Use clear names — Name your automations so everyone knows what they do 🏷️
- Fix failures — Look into and fix any automation errors ❌🔧
- Coordinate with campaigns — Make sure automations and campaigns don't step on each other's toes 🤝