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How to Add an Automation Rule?

Anna Tsaturyan

Last updated on Aug 22, 2024

Hi! Welcome to Hoory AI! In this user guide, we'll demonstrate how to add an automation rule. 

What is Automation?

Automation in Hoory AI is a powerful feature that saves time by streamlining workflows and automating repetitive processes. It allows you to assign conversations to specific agents, add them to teams, and label conversations automatically.

Adding an Automation Rule

1. Navigate to the Settings tab from the left sidebar (the one with a gear icon).

2. Click "Automation" from the expanded list of tabs.

3. Click the "Add automation rule" button at the top right-hand corner of your screen.

4. Fill in the Required Fields:

  • Start by naming the automation rule and providing a brief description.
  • The essential fields include Events, Conditions, and Actions, which together form the backbone of Hoory AI's automation system.

5. Understanding Events, Conditions, and Actions:

  • Event: This is the trigger that executes the automation rule.
  • Conditions: These are the criteria checked before the automation rule is executed.
  • Actions: These are specific tasks executed when the conditions are met.

6. Example Scenario

Suppose you want to assign a new message to a French-speaking agent when its conversation language is French.

In this scenario, the event is the creation of a new message, the condition is the predefined conversation language being French, and the action is assigning the task to a specific agent.

7. Available Options:

  • When creating an automation rule, you will have multiple options for events, conditions, and actions.
  • You can edit, clone, or delete your automation rule using the respective icons next to the added rule. Note that deletion cannot be undone.

8. Finalize and Save

  • After filling in the required fields, click "Create" to create your automation rule.

That's it! You will now see the automation rule on your dashboard. 

Wrapping up, as you learn the fundamentals, remember there's so much more to explore with Hoory AI. The journey doesn't end here—keep experimenting, learning, and innovating with your AI assistant to unlock its full potential.