Event-Based Automation

Event-Based Automation

Introduction

Event-based automation is a smart way to trigger actions immediately after a specific event occurs, such as when someone submits a survey or provides a certain response. It enables you to respond in real-time by automatically sending emails, creating support tickets, or updating contact records without requiring manual intervention.

For example, when a support ticket is marked as closed, the Action tab can trigger an automated survey asking the user if their issue was resolved and to share their feedback. This ensures timely engagement and helps gather valuable insights right after the issue has been addressed. This kind of automation makes your feedback process faster, more personalized, and efficient—allowing you to act on customer insights as they arise and continuously improve your service experience.

Steps for setting up automation via Event-Based:

  1. Click on the Create automation button.
  1. Select Event-Based and then click on setup now.
  1. Trigger Setup: Go to "When this happens (Trigger)" section. Select Event Source: e.g., Ticket. Add Condition(s) like: Ticket Status = Close. 

  1. Survey Sharing as Action: Click on “+ Add Action” → Select Survey Share.


  1. Choose the survey you want to send automatically.
  1. Set Sharing Channel: Pick a channel (like Email, SMS, WhatsApp, etc.) for sharing the survey.

  1. Email Notification Setup: Enable email alerts for successful/failed survey sends for better tracking.

  1. Click on "Turn On" to activate.

NOTE: Insert a Time Delay if you don’t want the action to happen immediately.

Example: Delay survey sharing by 24 hours after a ticket is closed.



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