Automations overview
Trigger actions automatically when conditions are met — routing, tagging, escalating, notifying, and more.
Automations let you define rules that run automatically in response to conversation events. Rather than manually triaging, assigning, and tagging every ticket, you define the logic once and Liya executes it on every matching conversation.
Types of automations
| Type | Triggers on | Common use cases |
|---|---|---|
| Routing rules | New inbound conversation | Assign billing tickets to the billing group; route enterprise customers to senior agents |
| Auto-tagging | New inbound conversation | Tag by intent, channel, sentiment, or keyword |
| Escalation triggers | Conversation update or time elapsed | Escalate if unresolved for 24h; escalate on frustrated sentiment after 2 replies |
| SLA policies | Conversation creation | Set first-response and resolution deadlines based on priority or customer tier |
| Canned auto-replies | New inbound conversation | Send an acknowledgement to customers outside business hours |
| Assignment rules | Conversation reassignment needed | Re-assign when an agent goes offline; load-balance when capacity is reached |
| Notification rules | Any conversation event | Notify a Slack channel when a VIP customer opens a ticket |
| Closure rules | No customer reply for N days | Auto-resolve conversations with no reply after 7 days |
Anatomy of an automation
Every automation has three parts:
- Trigger— the event that causes the rule to evaluate (e.g. "new conversation received", "agent reply sent", "conversation idle for 24 hours")
- Conditions— filters that must match for the rule to fire (e.g. "intent is billing_inquiry AND channel is email"). Conditions are optional — a rule with no conditions matches every trigger event.
- Actions— what happens when the rule fires (e.g. "assign to group: Billing Team", "add tag: billing", "set priority: high")
Available triggers
| Trigger | When it fires |
|---|---|
| Conversation created | A new conversation arrives from any channel |
| Conversation assigned | An agent or group is assigned to a conversation |
| Conversation reassigned | The assigned agent or group changes |
| Agent replied | An agent sends a reply to the customer |
| Customer replied | The customer sends a new message |
| Conversation resolved | Status changes to resolved |
| Conversation reopened | A resolved conversation receives a new customer message |
| Conversation idle | No new messages for a configurable time window |
| SLA first response due | First response deadline is approaching or breached |
| SLA resolution due | Resolution deadline is approaching or breached |
| Tag added | A specific tag is applied to the conversation |
| CSAT submitted | A customer submits a CSAT rating |
Rule evaluation order
Automations of the same type are evaluated in the order shown in the rules list (top to bottom). Drag rules to reorder them. A rule stops evaluating once it matches, unless you enable Continue to next rule on that specific rule.
Testing automations
Every automation editor includes a Rule tester. Paste a sample message or select a recent conversation and see whether the rule would fire, which conditions matched, and which actions would be applied. Use this before activating new rules in production.
Automation logs
Every automation action is recorded in the conversation timeline (e.g. "Auto-tagged: billing via Billing intent rule"). You can also view a workspace-level log of all automation actions in Settings → Automations → Logs.