The Automations section is designed to supercharge your team's efficiency and responsiveness. Whether you're offering support, managing high volumes of customer inquiries, or streamlining ticket handling, this section equips you with tools to automate routine tasks and free up human effort for more complex needs.
AI agent
AI agents are autonomous assistants that deliver smart, automated support with no complex setup. They handle customer questions, reduce spam, and use added knowledge sources to provide accurate answers.
Key features:
Quick customization: name, avatar, tone of voice, and response length
Knowledge from websites and/or files
Context awareness for personalized replies
Skills: welcome messages, ticket handling, collecting customer details, and transferring to human agents
Managed by Owners/Admins with easy preview and publishing options
Visit the AI agents article to learn more ->
Workflows
Workflows can automate a variety of tasks across tickets, chats, and third-party app integrations. Create your first workflow from scratch or choose a pre-built template.
By using workflows, you can:
Transfer chats, send transcripts, or add tags automatically
Welcome new visitors and handle chats after hours
Route conversations by product interest
Create, update, or add followers to a ticket
Add AI-powered summaries to tickets
Instantly add leads to HubSpot and Mailchimp
Canned responses
Canned responses are pre-saved replies for frequently asked questions or common chat/ticket interactions. They're a simple but powerful way to:
Reduce response time
Avoid typing the same replies repeatedly
Maintain a consistent tone and messaging
You will find two separate sections for:
Chats — For live chat or automated conversations
Tickets — For asynchronous customer support
Ticket rules
Rules are automation tools that trigger specific actions when defined conditions are met - like tagging or assigning tickets when a certain keyword appears. They're designed to handle repetitive tasks, speed up ticket management, reduce human error, and ensure faster, more accurate responses.