Automation

Automation

Overview

The Automation feature lets you build automated workflows that save time and ensure consistent outreach — from sending surveys to importing contacts and exporting responses. This article walks you through the Automation tab, the types of automation available, the actions you can configure, and how to review each automation's history.

The Automation Tab

You can manage all your automations from the Automation tab in the main navigation bar. The table gives you a bird's-eye view of every automation in your account — its current status, when it last ran, and when it is scheduled to run next.





Columns in the Automation Table

The following columns are available in the automation list:

Column

Description

Status

Indicates whether the automation is currently On or Off. Use the toggle to enable or disable it at any time.

Automation Name

The name given to the automation when it was created.

Steps

A visual indicator showing the action types configured in the automation (e.g., Survey Share, Contact Import). An icon is displayed for each step.

First Run

The date and time the automation first executed successfully.

Latest Run

The most recent date and time the automation ran.

Next Run

The next scheduled execution date and time (applicable to Scheduled automations).

End Run

The date the automation is set to stop running. Displays Never if no end date is configured.

Actions

•        Pencil icon — Opens the Edit view where you can view and update the automation's trigger and actions.


•        Clock icon — Opens the Run History for that automation, showing past executions and their status.

•        Three-dot menu (...)

◦        Clone — Creates an exact copy of the automation.

◦        Delete — Permanently removes the automation. This action cannot be undone.



Managing Columns

You can customise which columns appear in the automation table. Click the Columns button (top-right of the list) to open the column picker and check or uncheck the columns you want to display.



Notes
Status and Automation Name are always shown and cannot be hidden.

Creating an Automation

Click the Create Automation button in the top-right corner of the Automation tab to open the creation screen. You will be presented with three types of automation to choose from:



Types of Automation


Response Triggered

Trigger an action automatically whenever a new survey response is received. Use this type to sync data into your CRM or open a support ticket in real time, without any manual steps.

Common use cases:

•       Automatically create a ticket whenever a customer submits a low satisfaction score.

•       Push response data to a Salesforce object as soon as a survey is completed.

Scheduled

Run an automation on a recurring schedule (e.g., daily, weekly). Use this type to automate contact imports, survey distributions, and response exports at set times. 

Common use cases:

•       Send an onboarding survey to new contacts every morning.

•       Export all survey responses to an external server every night.

•       Import an updated contact list from a remote server every Monday.

Event Based

Send a survey immediately after a specific event occurs — for example, when a support ticket is resolved or updated.

Common use cases:

•       Trigger a post-resolution CSAT survey the moment a ticket is closed.

•       Send a follow-up survey when a ticket status changes to a specific value.

Available Actions by Each Automation Type

After selecting a trigger type and configuring its settings, you add one or more Actions. Each action type defines what the automation actually does. The actions available depend on the automation type you have chosen.

Info
You can chain multiple actions together in a single automation. For example, a Scheduled automation can import a contact list and then immediately send a survey share to that list — all in one run.

Response Triggered — Available Actions

When a survey response comes in, the following actions can be triggered:



Action

Description

Response Mapping in Salesforce

Map survey response data directly to fields in a Salesforce object, keeping your CRM up to date automatically.

Generate Ticket

Create a support ticket whenever a survey response meets a defined condition (e.g., NPS score below 7). You set the conditions and the ticket details.

Set Notification (New)

Receive an email notification when the automation runs successfully or encounters an error.

When setting up a Response Triggered automation, you also configure:

•       Survey selection — Choose which survey's responses will trigger the automation.

•       Conditions — Optionally filter responses by question answer so the action only fires when specific criteria are met (e.g., only when a certain question answer is selected).

Scheduled — Available Actions

When building a Scheduled automation, click Add Action to see the full list of available actions:



Action

Description

Contact Import

Automatically import contacts from an external server (e.g., SFTP) on your set schedule.

Contact Sync via HubSpot

Pull contacts directly from HubSpot and sync them into your contact list automatically.

Survey Share

Send a survey to a contact list on a scheduled basis. You configure the survey, the contact list, the sender name, and link expiration.

Export Unique Links

Generate personalised unique survey links and export them automatically.

Export Responses

Push survey responses to an external server (e.g., SFTP or cloud storage) on a recurring basis.

Update Existing Responses

Update response data for existing customers — useful for refreshing records after re-surveys.

Import Responses

Import responses into existing surveys from an external source.

Time Delay

Pause the automation for a specified period before executing the next action. Useful for sequencing steps (e.g., wait 24 hours before sending a follow-up).

Set Notification (New)

Receive an email notification whenever the automation succeeds or fails, so you can stay informed without manually checking.

Event Based — Available Actions

Event Based automations fire when something specific happens in a linked system (such as a Ticket event). Available actions are:



Action

Description

Survey Share

Send a survey automatically when the event occurs — for example, dispatch a satisfaction survey the moment a ticket is resolved.

Time Delay

Add a delay between the event trigger and the survey send, giving agents time to fully close the ticket before the survey goes out.

Set Notification (New)

Get notified via email about the automation's success or failure.


When configuring an Event Based automation, you set:

•       Event Source — Currently supports Ticket events.

•       Conditions — Define specific criteria that must be true before the action fires (e.g., ticket status = Resolved, ticket type = Billing).







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