Admins need to define conditions and actions when creating event-based automation.
Understanding Conditions
In the “Configure the conditions” section, Admins need to set conditions as filters, so that an event-based automation can check whether a case meets ALL the conditions or ANY of the conditions. An event-based automation condition contains:
- Condition: A case field, tags, or cases and subcases.
- Operator: Compare the value set in the automation with the actual value in cases, and check whether a case field is changed, as well as whether cases or subcases are created or updated.
- Value: The value of a condition can be the default or custom values of a case field, tag keywords, among others.
Consult the following table for condition details.
|
Condition |
Operator |
Description |
|
Status |
Is Is not Less than Greater than Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The case status indicates the stage a case is in as the Agent handles the case. Allowed values are New, Open, Pending, On-hold, Resolved, and Closed. You can use Less than or Greater than to contain cases in multiple statuses, with New being the lowest value (namely, Closed > Resolved > On-hold > Pending > Open > New). Notes:
|
|
Type |
Is Is not Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The case type helps categorize cases. Allowed values are Question, Incident, Problem, and Task. Admins can add other values to this field. After added, they can also be selected. |
|
Priority |
Is Is not Less than Greater than Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The level of case urgency. Allowed values are Low, Normal, High, and Urgent. You can use Less than or Greater than to contain cases at multiple priority levels, with Low being the lowest value (namely Urgent > High > Normal > Low). |
|
Source |
Is Is not |
The channel the request comes from, such as Voice. Allowed values depend on the channels that Talkdesk Cases supports in your account. |
|
Requester |
Is Is not Is empty* Is not empty* Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The person (for example, a contact or an Agent) making the request. You can search for a requester by name. |
|
Group |
Is Is not Is empty* Is not empty* Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The group that is assigned to the case. You can search for a group by name. |
|
About |
Is Is not |
Indicates what the requester has asked about in the case. Administrators need to specify the field values beforehand so that an option can be selected. |
|
Assignee |
Is Is not Is empty* Is not empty* Changed* Changed to Changed from Not changed* Not changed to Not changed from |
The Agent that is assigned to the case. You can search for an Agent by name. |
|
Tags |
Contain Don’t contain |
You can select existing tags and add new tags. Multiple tags can be set as values. Contain means cases that contain any of the defined tags will be returned. Don’t contain means cases that contain none of the defined tags will be returned. |
|
Case |
Is |
Allowed values are Created and Updated. It includes both root cases and subcases. |
|
Subcase |
Is |
Allowed values are Created, Resolved, Closed, and Reopened. |
Note: No available values for operators marked with *.
You can also add custom fields as conditions. Available custom fields are displayed below default conditions. The operators available for them may be different depending on their field formats. See the following table for details.
|
Field format |
Operator |
Description |
|
Drop-down |
Is Is not Is empty* Is not empty* |
Cases are returned based on the value of the drop-down field. |
|
Multi-select |
Contains Does not contain Is empty* Is not empty* |
Contains means cases that contain at least one of the selected values will be returned. Does not contain means cases that contain none of the selected values will be returned. |
|
Text |
Is Is not Is empty* Is not empty* |
Cases are returned based on the value of the text field. |
|
Multi-line text |
Is Is not Is empty* Is not empty* |
Cases are returned based on the value of the multi-text field. |
|
Numeric |
Is Is not Is empty* Is not empty* < <= > >= |
Cases are returned based on the value of the numeric field. |
|
Decimal |
Is Is not Is empty* Is not empty* < <= > >= |
Cases are returned based on the value of the decimal field. |
|
Checkbox |
Checked Unchecked |
Cases are returned based on whether the field is checked or not. |
|
Date |
Is Is not Is empty* Is not empty* Before Before and on After After and on |
Select a day in the drop-down calendar. |
Note: No available values for operators marked with *.
Understanding Actions
In the “Configure the actions” section, Admins need to set the actions to be performed on cases. Specifically, after event-based automations run, they fire on cases that meet the conditions detailed in the predefined actions.
There are three types of actions:
- Update case field values: Set the value of a case field to the defined value in cases that meet conditions.
- Update tags: Replace, add, or remove tags in cases that meet conditions.
- Send notifications: Send internal notifications or email notifications to a specific Agent or an Agent group.
|
Action |
Description |
|
Status |
The case status indicates the stage a case is in as the Agent handles the case. Allowed values are New, Open, Pending, On-hold, Resolved, and Closed. |
|
Priority |
The level of case urgency. Allowed values are Low, Normal, High, and Urgent. |
|
Type |
The case type helps categorize cases. Allowed values are Question, Incident, Problem, and Task. Admins can add other values to this field. After added, they can also be selected. |
|
Group |
The group that is assigned to the case. You can search for a group by name or select Unassigned to remove the assigned group. |
|
Assignee |
The Agent that is assigned to the case. You can search for an Agent by name or select Unassigned to remove the assigned Agent. |
|
Set tags |
You can select existing tags and add new tags. Multiple tags can be set as values. Existing tags in cases that meet the conditions will be replaced with the tags defined. |
|
Remove tags |
You can select existing tags. Multiple tags can be set as values. The tags defined will be removed from cases that meet the conditions. |
|
Add tags |
You can select existing tags and add new tags. Multiple tags can be set as values. The tags defined will be added to cases that meet the conditions. |
|
About |
Indicates what the requester has asked about in the case. Administrators need to specify the field values beforehand so that an option can be selected. |
|
Root case’s status |
Allowed values are New, Open, Pending, On-hold, Resolved, and Closed. The action is only applicable to cases that have subcases. |
|
Notify: Agent |
Select an assignee that will receive the notification, which appears in the Notifications section in the title bar. There are three built-in options, and any agents registered under your account can be assigned to be notified:
After the assignee is selected, specify the following fields:
|
|
Notify: Group |
Select an Agent group that will receive the internal notification, which appears in the Notifications section in the title bar. The built-in option (ASSIGNED GROUP) refers to the group assigned to the case. After the group is selected, specify the following fields:
|
|
Email: User |
Select an assignee that will receive the email notification. There are three built-in options:
After the assignee is selected, specify the following fields:
|
|
Email: Group |
Select an Agent group that will receive the email notification. The built-in option (ASSIGNED GROUP) refers to the group assigned to the case. After the group is selected, specify the following fields:
|
You can also use custom fields of format Checkbox, Drop-down, and Date as actions if they are available.
For more information, please consult Event-based Automation Overview and Creating and Managing Event-based Automations.