Event-based Automation Overview

Event-based automations (EBA) in Talkdesk Cases™ allow admins to configure a set of conditions and the corresponding actions, such as updating case fields and sending notifications. They are different from time-based automations, which run on an hourly basis. EBA run immediately after a case is created or updated, and execute the actions if the case meets the conditions.



Understanding How Event-based Automations Work

Each time a case is created or updated, all event-based automations run in the order in which they are displayed on the “Event-based Automations” page (top to bottom), and fire, if the case meets their conditions.

The following are some examples of conditions:



Cases in the “Pending” status have their priority changed to “Urgent”.

Send email notifications to the “Manager” group.

Subcases in the “On-hold” status are resolved.

Change the root case’s status to “Open”.

Cases have their assignee changed.

Send internal notifications to the “Agent” group.


When the case does not meet the conditions of the first automation, no action is taken. Then, the second automation runs. If the case meets the conditions in the second one, the automation then fires with the defined actions executed. This causes the entire process to start over. It means all EBAs, excluding those that have already fired (namely, the second automation in this case), will run again in the order in which they appear on the “Event-based Automations” page. Each EBA can only fire on the same case ONCE during the same process, as it is skipped when the process starts over if it has already fired.


As shown in the image above, when EBAs run to check whether a case meets their conditions, the entire process will restart if one EBA has fired. The same case may loop through the EBA list several times, before all EBAs have either fired once with corresponding actions executed, or checked that their conditions are not met (thus no action is taken).



  • EBAs run on cases in the “New”, “Open”, “On-hold”, “Pending”, and “Resolved” statuses, but are not applicable to closed cases.
  • How EBAs are ordered on the “Event-based Automations” page determines which automation runs first. This means that actions defined in an automation that runs first may affect the remaining automations that run afterward. For example, a case property is updated due to an automation and, as a result, the case meets (or does not meet) the conditions of subsequent automations.
  • Each EBA must fall into a specific category, which can be customized by administrators.
  • EBAs are most often created by case events. Talkdesk Cases supports limited events outside of case events, such as a contact replying to an email. 

For more information, see Creating and Managing Event-based Automations and Understanding Conditions and Actions in Event-based Automations.

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