Understanding Conditions and Actions

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. 

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.

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. 

Actions

Add Internal Note

When you set up an automation, you can define an automatically added internal note, so that you have information inside the tickets that mentions it was automatically replied to by Cleverly. This is a recommended best practice, especially if an automatic reply is sent, so in case agents have to follow up they know that the previous reply was triggered by Cleverly.

Add Tag(s)

By default, the cleverly_bot_fired tag is always present in tickets handled by Cleverly and cannot be deleted. But you can set up automations to add any number of tags to tickets so that you have a better overview of what happens to automated tickets and triggers. For example, you can set up specific queues for tickets that customers reply to after receiving an automated reply so that they get personalized and quick attention; or add a tag to exclude certain tickets from SLA rules. 

Auto Reply

As mentioned in the article on which cases you should automate to best help your team, we mention that Cleverly can send automated replies to specific types of customer requests. Those can be requests that always require the same answer or simple requests that demand a straightforward solution. 

Change Status

Automations can also automatically update the ticket status of your customers’ requests, especially if you configure an action like an automatic reply that should be associated with a status change to pending or closed.

You can also choose to change status as a single action in an automation, for example closing all spam tickets. 

But don’t worry: any tickets solved by an automated solution will be reopened and reassigned to an agent if a customer replies to it.