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.
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.
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.
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.
Automations can run for tickets initiated by the customer or not. You can set up automations both for inbound and outbound tickets.
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."
An automation that contains this condition will run depending on the presence of attachments on the first message sent by the customer.
For this specific case, when a ticket is created, Cleverly still does not have visibility of the attachments existing in the ticket. Cleverly is only aware of this when the ticket is updated with these details. As such, to run an automation based on the “has attachments” condition, the automation trigger should be set to “Ticket update” instead of “Ticket create”. You should include some safety measures (like include the “Ticket doesn't have replies“ condition) to prevent this from running for replies other than the first.
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.
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.
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.
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.
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.
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.
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: