To be able to set up Cleverly Automations, you need to understand how each of the possible conditions works and the actions they can prompt.
Conditions
Category
The category condition is the most popular among our Automations. If you automate replies based on the category condition, these will be based on the customer request topic that is reflected in the category.
Channel
Automations can run for requests coming in not only from email, but from other channels as well such as Facebook or chat. For example, it is common to create specific automations for each channel.
Confidence Threshold
You have the possibility to define a confidence threshold so that the automation only runs if the model’s category prediction is of high confidence.
Customer Initiated
Automations can run for tickets initiated by the customer or not. You can set up automations both for inbound and outbound tickets.
Has replies
Automations can be set up only for tickets that already have replies. In this case, it makes sense to set the trigger for "Ticket update" instead of "Ticket created."
Tags
The automations you defined can also be based on the tags included in the tickets. You can select any number of tags and set the automations for tickets that contain all, at least one, or none of those tags.
Language
An important factor to keep in mind is the language used by the customer in their request. We can define a language condition so that when a ticket is in a specific language, the automated reply matches that language.
Spam
Our AI models are trained to recognize spam messages. So you can set up an automation based on that, which can detect spam and, for example, automatically close those cases.
Status
You can configure automations based on your team’s tickets’ status if there is any standard procedure to handle new, open, pending, solved, or closed tickets. The most common automations are run when a ticket has just been received and thus is in the new or open status. This ensures that tickets that have already been replied are not affected by automations.
Subject text
You can create a condition based on strings present in the subject of the ticket’s first message. You can set up the automation run on tickets that include ("Contains all of the following") or exclude ("Does not contain any of the following") any strings or keywords you want. None of the operators are case sensitive.
Body text
If you want to set up an automation based on strings or keywords present in the body of the text, simply follow the same procedure as for the "subject text" condition.
Actions
The actions prompted by each condition depend on the CRM you use. To better understand the actions you can set up for your Cleverly Automations, read the corresponding article below:
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