The ShopJets Customer Support App automation feature is designed to optimize team workflow by automating repetitive tasks and saving valuable time. This functionality enables several automated actions, including:

• Assigning labels : Automatically categorize conversations for improved organization and tracking.
• Routing Conversations : Direct inquiries to the most appropriate agent based on predefined criteria.

By streamlining these processes, the ShopJets Customer Support App allows your team to focus on their core responsibilities and minimize time spent on manual tasks, ultimately boosting overall productivity.

Automation in the ShopJets Customer Support App is based on three key components: Events, Conditions, and Actions.

Events is the trigger that initiates the automation process. When the specified event occurs, the automation rule is activated.The app currently offers four types of events

• Conversation created : A trigger/event initiated when a new conversation is created. This includes conversations created in all channels.
• Conversation updated : A trigger/event initiated when a conversation is updated.
• Conversation opened : A trigger/event initiated when a previously snoozed, resolved, or pending conversation is opened again.
• Message created : A trigger/event initiated when a new message in a conversation is created.

Conditions are the criteria that must be fulfilled before the automation actions are executed. Conditions ensure that actions are only performed under the right circumstances. They are evaluated in the order they are defined.Conditions depend on the type of event you select and the app provides you with a comprehensive list

Actions : These are the tasks that are carried out once the conditions are met. Actions represent the specific steps that the automation will perform in response to the trigger event. The following actions are supported now. These actions are available irrespective of the Events or Conditions you choose.

How to Create an Automation Rule in ShopJets Customer Support App

Automation rules in ShopJets allow you to streamline your workflows by automatically taking actions when specific conditions are met. Here's a step-by-step guide to creating an automation rule.

Step 1: Navigate to Automation Settings

• Go to Settings → Automation.
• Click on the “Add Automation Rule” button.

Step 2: Create the Automation Rule

An automation rule creation modal will open. Start filling in the fields as listed below:

• Name : Give your automation a descriptive name to easily identify it later.
• Description : Add a description (optional) for additional context.
• Event : Select an event from the dropdown menu that will trigger this rule.
• Conditions : Define the conditions using "equal to" or "not equal to" operators. You can add multiple conditions and join them using AND or OR operators.
• Actions : Specify the actions that should be taken when the conditions are met.

Example

Scenario: Assign high priority to all new Conversations whenever the email subject contains the word "orders"

• Name and Description : Add a relevant name such as "Assign to Orders Team" and an optional description..
• Event : Select Conversation Created as the event.
• Conditions : Add two conditions and join them with the AND operator: Condition 1: Conversation Status is Open. Condition 2: Email Subject contains the keyword "Order".
• Actions : Add an action to Assign a team and select the Orders Team from the dropdown. (Ensure that the Orders Team is created in your system first).

By following these steps, you can effectively manage incoming conversations and ensure they are routed to the appropriate team members.

Pause, edit, clone, and delete automation rules

Your list of Automation rules appears under “Automations”. You can view this page by going to Settings → Automation.