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Automations
Automation overview
Automate repetitive tasks with triggers, conditions, and actions.
Automations
Automations let you define rules that trigger automatically when specific events happen in Winora - no code required.
Anatomy of an automation
Every automation has three parts:
- Trigger - the event that starts the automation (e.g. "Conversation created").
- Conditions - optional filters that must be true for the automation to run (e.g. "Channel is Widget").
- Actions - what happens when the rule fires (e.g. "Assign to agent", "Add tag", "Send message").
Common use-cases
| Goal | Trigger | Action |
|---|---|---|
| Auto-assign widget chats | Conversation created + Channel = Widget | Assign to agent group |
| Tag billing questions | Message received + Contains "invoice" | Add tag "billing" |
| Send a welcome message | Conversation created | Send message |
| Escalate urgent tickets | Priority changed to Urgent | Assign to senior agent |
| Close idle conversations | No reply for 48h | Resolve conversation |
Ordering
Automations run in the order shown on the list. Drag to reorder. Only the first matching automation runs per event unless Continue to next rule is enabled.
Enabling / disabling
Toggle the switch on any automation row to enable or disable it without deleting it.