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1. Asynchronous execution - Run multiple rules and trigger actions without waiting for a rule to get executed.
   
2. Flexibility and customization - Design different rules based on business requirements and combine different block types (Action, If, Fork, Delay) for complex logic.
   
3. Operational independence - Each department can create their own rules according to the team's requirements. 
   
4. Efficiency - Automating repetitive and time-consuming tasks helps the team run processes automatically, without manual intervention.
   

Building blocks 

Events 

Note:

1. The availability of actions will change based on the module and the event selected for the rule.
   
2. At least one event must be configured for the automation flow to be valid.
   
   

Blocks 

 

Business Scenarios

AI-driven ticket summarization and automated routing

An e-commerce company wants to automatically summarize customer complaints using AI, send an acknowledgement based on the summary generated, and assign the tickets to the respective teams.

Flow Configuration

1. Event: Ticket Created
   
2. Action 1: Generate Content - Provide the Context and Prompt to summarize the ticket thread based on the requirement.
   
3. Action 2: Send Email Reply to the customer using the summary generated in action 1.
   
4. Fork block:
   
1. Path 1:
   
1. If block: Product Name is zPad
   
2. Action block: Assign ticket: zPad Support team
   
2. Path 2:
   
1. If block: Product Name is zPhone
   
2. Action block: Assign ticket: zPhone Support team
   

This flow uses action chaining, where the output of one field becomes the input for another.

Customer tickets receive an immediate acknowledgement with an AI-generated summary. It also automatically assigns tickets to the appropriate teams, reducing manual response time and improving routing efficiency.

Notifying customers and automatically closing inactive tickets

A SaaS company has multiple support requests that remain open due to lack of customer responses. This impacts the ticket count for the team and SLA compliance.

To address this, the organization wants to remind customers about tickets that need their responses and close inactive tickets after a specific time if no response is received.

Flow configuration

Event: Field Update. Criteria: Ticket status changed from any value to waiting for customer response

Fork Block:  

1. Path 1:
   
1. Delay block: 7 days
   
   
2. If block: Ticket status is Waiting for customer response and Customer responded time time field is greater than or equal to 7 days.
   
3. Action block: Send an email alert to the customer.
   
   
2. Path 2:
   
1. Delay block: 10 days
   
2. If block: Ticket status is Waiting for customer response and Customer responded time time field is greater than or equal to 10 days.
   
3. Action block: Update record: Ticket status to closed.
   

Customers receive automatic reminders after 7 days of inactivity. Tickets remaining in the Waiting for Customer Response status for more than 10 days are automatically closed, reducing ticket backlog and improving SLA compliance.

Automatic ticket prioritization and assignment based on Due date

A support team wants to automatically determine ticket priority based on the due date of a ticket and assign them to the appropriate teams, eliminating manual effort and ensuring critical issues are addressed first. 

Flow configuration

Event: Ticket Created

Fork Block:  

1. Path 1:
   
1. If block: The due date is less than 5 hours.
   
2. Action block: Update Record: Priority to high.
   
3. Action block: Assign ticket: L1 team.
   
2. Path 2:
   
1. If block: Due date is between 5 hours to 1 day.
   
2. Action block: Update Record: Priority to Medium.
   
3. Action block: Assign ticket: L2 team.
   
3. Path 3:
   
1. If block: Due date more than 1 day.
   
2. Action block: Update Record: Priority to Low.
   
3. Action block: Assign ticket: L3 team.
   

Automatically updating tickets based on changes in a custom module

A manufacturing organization has customers who raise queries that require on-site inspection and intervention from field service agents when a product issue occurs. When a field service agent visits the site and resolves the issue, the organization wants the associated ticket to be closed automatically, eliminating the need for manual intervention.

Flow configuration

1. Module: Site Inspections (custom module)
   
2. Event: Site Inspection Updated.
   Criteria: Site Inspection Status is changed.
3. If block: Inspection status is approved.
   
4. Action block: Update Record: Ticket module and change the status to Inspection approved.
   
   

When a field in a custom module (Site Inspections) is changed, a field in the standard module (Tickets) can be updated using the Dot Walking method.

 

 For more information on how to create rule, refer to Creating a rule using Automation Studio.

How is Automation Studio different from Workflow?

Execution Hierarchy

1. Direct Assignment Rules
   
2. Workflows
   
3. SLAs
   
4. Round Robin Assignment
   
5. Blueprints
   
6. Notification rules
7. Automation Studio
   

Note:

1. Because Automation Studio executes last (asynchronously), it can leverage the outcomes of all earlier automations. However, it may also override changes made by those automations. Be cautious when configuring rules to avoid unintended data overrides.
   
2. The execution order between multiple Automation Studio rules triggered by the same event cannot be guaranteed. All matching rules execute simultaneously.