Creating and Managing Time-based Automations

Administrators can create time-based automations to reduce repetitive tasks for Agents. As they run and fire on cases, Administrators can further edit, deactivate, delete and reorder automations to assure their Agents’ efficiency.

Creating a Time-based Automation


  1. Click image-1.png in the upper-left corner [1].Screenshot_2023-04-05_at_16.46.08_copy.png
  2. In the side panel that appears, select the gear icon image-3.png [2].
  3. On the “Configurations” page, select Time-based Automations [4] on the Business rules tab [3].image-4.png
  4. On the “Time-based Automations” page, click Add rule [5] in the upper-right corner.
  5. Provide details of the automation:image-5.png
    • “Name” [6]: The name of the automation that appears in the automation list.
    • “Description” [7]: A description of the automation that provides more information.
    • “Configure the conditions” [8]: Set conditions for the automation based on different case fields, time-based events, or tags.
      • “On cases that match ALL of these conditions”: The automation applies to cases that meet all the conditions set in this section.
      • “On cases that match ANY of these conditions”: The automation applies to cases that meet any of the conditions set in this section.
    • “Configure the actions” [9]: Set one or multiple actions for the automation. Namely, the actions defined will be performed on cases that meet the conditions.
  6. Click the Preview button [10] to preview the cases that meet the conditions. This allows you to check if the automation is set correctly based on the following two rules:
    • When setting conditions, you must include one of the five properties: Status, Type, Group, Assignee, and Requester.
    • The actions defined must disable at least one of the conditions set for the automation, or one condition defined is only valid for once. Otherwise, the automation can cause an endless loop.
  7. Click Save [11]. The newly created automation appears on the Active tab on the “Time-based Automations” page.

Managing a Time-based Automation


  1. Go to the “Time-based Automations” page [1].
  2. On the Active tab [2], click the ellipsis icon image-7.png on the right of an automation [3], and select any of the following options:
    • Edit: Updates the information of the existing automation.

    • Duplicate: Creates a new automation based on the existing automation. On the automation setting page, as fields are prepopulated, you can use it as a template and make any change as needed to quickly create a new automation.

      Note: Keep in mind that all active automations can have overlapping conditions, but automations cannot be identical.

    • Deactivate: Makes the automation unavailable. The automation will be moved to the Inactive tab after it is deactivated.

  3. On the Inactive tab [4], click the ellipsis icon image-7.png on the right of an automation [5]. In addition to editing and duplicating the automation (see the previous step for details), you can also select any of the following options:image-8.png
    • Activate: Makes the automation available again. The automation will be moved to the Active tab after it is reactivated.
    • Delete: Removes the automation from your account permanently. Exercise caution when deleting an automation as the operation is irreversible.

Note: A maximum of 500 active automations can exist at any time.

Ordering Time-based Automations

Administrators can reorder existing time-based automations on the “Time-based Automations” page. The order determines which automation runs first in each hour. This means that actions, defined in an automation, may affect other automations. For example, a case property is updated due to an automation. As a result, the same case then meets (or does not meet) the conditions of automations that run afterward.


  1. Go to the “Time-based Automations” page.
  2. On the Active tab, drag the six-dot icon image-10.png in front of an automation to another location in the list.

For more information, see Time-based Automation Overview and Understanding Conditions and Actions in Time-based Automations.

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