Triggers & Actions
🎯 Automation Triggers
Automations can start when different events happen:
📁 Case Events
| Trigger | Description |
|---|
| 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 given to a team member 👤 |
| Case Updated | When anything on a case is changed |
💬 Communication Events
| Trigger | Description |
|---|
| Message Received | When a client sends a text or email 📩 |
| Call Completed | When a call with a client finishes 📞 |
| Call Failed | When a call couldn't connect ❌ |
| Voicemail Left | When the AI leaves a voicemail 📭 |
| Email Opened | When a client opens an email 👀 |
😊 Sentiment Events
| Trigger | Description |
|---|
| Positive Sentiment | When happy feelings are detected 😊 |
| Negative Sentiment | When unhappy feelings are detected 😟 |
| Neutral Sentiment | When feelings are neither happy nor unhappy 😐 |
✅ Task Events
| Trigger | Description |
|---|
| Task Completed | When a task is marked as done ✅ |
| Task Overdue | When a task is past its due date ⏰ |
| Form Submitted | When a client fills out a form 📝 |
| Document Uploaded | When a file is uploaded 📄 |
⏰ Time-Based Events
| Trigger | Description |
|---|
| After X Days | Fires after a certain number of days from an event 📅 |
| After X Hours | Fires after a certain number of hours from an event |
| Specific Date | Fires on a specific date 🗓️ |
| Recurring | Fires on a schedule (daily, weekly, etc.) 🔄 |
⚡ Automation Actions
When a trigger fires, here's what can happen:
💬 Communication Actions
| Action | Description |
|---|
| Send SMS | Send a text message to the client 📱 |
| Send Email | Send an email to the client 📧 |
| Make AI Call | Have the AI call the client 🤖📞 |
| Send Notification | Alert team members inside the app 🔔 |
| Send Push Notification | Send a mobile push notification 📲 |
📁 Case Actions
| Action | Description |
|---|
| Update Status | Change the case's status |
| Update Field | Change a custom field's value ✏️ |
| Assign Staff | Give the case to a team member 👤 |
| Remove Assignment | Take the case away from someone |
| Change Case Type | Switch the case type |
📋 List Actions
| Action | Description |
|---|
| Add to List | Put the case on a specific list ➕ |
| Remove from List | Take the case off a list ➖ |
| Move to List | Move the case to a different list 🔀 |
✅ Task Actions
| Action | Description |
|---|
| Create Task | Add a new task to the case 📝 |
| Complete Task | Mark a task as done ✅ |
| Send Form | Send a form link to the client 📋 |
| Assign Form | Attach a form to the case |
🔗 Webhook Actions
| Action | Description |
|---|
| Trigger Webhook | Send data to an outside web address 🌐 |
🔄 CRM Actions
| Action | Description |
|---|
| Sync to CRM | Push updates to your connected CRM |
| Update CRM Field | Change a specific field in the CRM ✏️ |
| Create CRM Record | Make a new record in the CRM 🆕 |
🎛️ Automation Conditions
Add conditions to control exactly when automations run:
📁 Case Conditions
| Condition | Description |
|---|
| Case Type Is | Only run for certain case types |
| Case Status Is | Only run for cases in certain statuses |
| Case Assigned To | Only run for cases assigned to specific people 👤 |
| Custom Field Value | Based on the value of a custom field |
👤 Client Conditions
| Condition | Description |
|---|
| Has Phone Number | The client has a working phone number 📞 |
| Has Email | The client has an email address 📧 |
| Opted In | The client agreed to receive messages ✅ |
| Client Status | Based on the client's status |
⏰ Time Conditions
| Condition | Description |
|---|
| Business Hours | Only during working hours 🏢 |
| Specific Days | Only on certain days of the week 📅 |
| Date Range | Only within a certain date range |
💬 Communication Conditions
| Condition | Description |
|---|
| Message Contains | The message has certain keywords 🔍 |
| Sentiment Is | Based on how the message feels (happy, neutral, unhappy) |
| Channel Is | Based on the communication channel (SMS, email, etc.) |