‎Configure rules to automate different tasks using Automations

Configure rules to automate different tasks using Automations

Updated

7 months ago

Reduce complexities and increase efficiency by executing multiple actions on your tickets with certain predefined conditions using Sprinklr Automations.

Automation is a set of rules triggered by certain predefined conditions to automate manual tasks for you and your team. It helps you simplify complex workflows by eliminating repetitive tasks such as updating a ticket, triaging, and routing.

You can use automation to:

Assign tickets to different teams based on the ticket issue type.
Set ticket priority based on which company/contact created it.
Differentiate tickets based on the company industry and assign them to the teams with the right expertise.
Delete spams and auto-replies before they arrive on your ticket list.
Send emails to customers with specific kinds of requests.

Refer to the following video to better understand automations:

To create a new Automation

Log into Sprinklr. Click the Settings icon on the left pane. On the Settings window, select Automations under Workflow.
Click Create Automation in the top right corner of the Automations window.
Enter an Automation Name and an optional Description on the Create New Automation pop-up window.
Select Automation Type from the following:
- Ticket Creation - These automation rules allow you to set up your support workflows by performing a predefined set of actions on newly created tickets.
- Ticket Updates - These automation rules get triggered each time a message is sent/received, or any ticket property is updated and is applied to the tickets which satisfy the filtering conditions.
Click Create in the bottom right corner.

Configure Automations conditions

Conditions are triggers that help the system execute automation actions on your tickets. When a condition does not return true, automation will not take place. You can add multiple conditions while creating automation for your upcoming tickets.
For example, if you want to add a note to the tickets coming from Facebook, you can use:

Condition - Channel containing Facebook
Action - Add a Note

It will automatically add a note to tickets coming from Facebook to your support portal.

You can follow the below steps to configure your automation conditions:

Click the Addition icon on the Automation Builder window to define ticket conditions.
On the Define Conditions pop-up window, enter a name for your condition in the Condition Box Title field.
Under the Conditions section, select the desired rules to segregate the upcoming tickets. For the list of available conditions, see Automation Conditions — Description.

Automation Conditions — Description

Condition	Description
Company Industry	Configure automated action to the tickets raised from a specific industry.
Ticket Language	Set automation action to the tickets raised by a particular contact by entering their contact names.
Contact Language	Based on the language of the ticket, you can set different automation actions for easy resolution.
Platform	Set automated actions to the tickets raised from various channels.
Account	Segregate tickets coming from multiple accounts.
Keywords	Enter keywords to set automation rules to tickets filtered using various keywords.
Last Fan Message Keywords	Use this condition to trigger automation based on the previous message keyword sent by customers.
Last Fan Message AI Engageable	This condition helps you trigger automation-based engageable messages identified by Sprinklr AI.
Twitter Profile Verified	Use this condition to trigger an action if the Twitter profile of the customer is verified or not.
Twitter Profile Bio	Use this condition if you want to trigger action based on the content of the customer’s Twitter profile bio.
Sentiment	Segregate tickets based on sentiments.
Contact Name	Set automation action to the tickets raised by a specific contact by entering their contact names.
Contact Email	Segregate upcoming tickets based on particular email addresses.
Contact Followers	Segregate tickets based on the volume of the followers of the contacts.
Message Rating	Use this condition if you to set message rating greater than, greater than or equals to, equals to, less than, less than or equals to the desired value.

Ticket Fields

Status	Set automated actions to the tickets with various statuses, for example, escalated, closed, awaiting a response, etc.
Company	Execute desired automated actions to the tickets that come from a specific company.
Predicted CSAT Score	Execute desired set of actions on the tickets with various CSAT scores.
Ticket Type	Configure a set of actions to the tickets that have various issues such as Enquiry, Feedback, Leads, etc.
Case Currently With	Define conditions if the case is with bot/agent.
Tags	Add automated actions to the tickets that come to your support teams based on various tags.
Priority	Based on different ticket priorities, you can configure different automation rules.
Description	Add description to your tickets using this condition.
Reopened Count	Use this condition if you want to execute desired automated actions based on any reopened tickets.
Escalated Count	Use this condition if you want to execute desired automated actions based on escalated count of tickets.
Is Profane	Use this condition if the ticket is of profane nature.
Case Type	Use this condition to automate tickets based on case type such as complaint, feedback, and requirement.

Contact Fields

Company	Execute desired automated actions to the tickets that come from a specific company.
Tags	Add automated actions to the tickets that come to your support teams based on various tags.
Profile Type	Use this contact field to execute desired automated actions based on profile type such as Blogger, Influencer, Journalist, etc.

Company Fields

Tags	Add automated actions to the tickets that come to your support teams based on various tags.
Company Type	Use this company field to execute desired automated actions based on the company type.

Configure Automation actions on upcoming tickets

You can further configure desired actions on your tickets after configuring the conditions. These actions define what happens if all the condition statements are satisfied. You can add multiple actions to trigger if all of your conditions are true.

For example, if you want to send an automated reply to the ticket you have just received, you can add Send Reply actions by clicking the Addition icon below Yes.

You can follow the below steps to configure automation actions:

On the Automation Builder window, click the Addition icon and select from the list of actions that you want to execute on the upcoming tickets. For the list of available actions, see Automation Actions — Description.

Automation Actions — Description

Action	Description
Set Sentiment	Set automated sentiment to the upcoming ticket via this action.
Send a Canned Response	Set this action to send an automated canned response to the upcoming ticket.
Send Reply	Configure this action to send an automated reply to the ticket.
Add a Note	Set this action if you want to add an automated note to the ticket.
Set Case Type	Set an automated case type with the help of this action.
Ticket Tags	Use this to set action based on various tags.
Set Status	Set the status of your ticket with the help of this action.
Set Priority	Automatically set ticket priority using this action.
Other Actions
Bulk Actions	Configure and execute multiple actions on tickets with this action.

To enable/disable Automations

Log into Sprinklr. Click the Settings icon on the left Navigation Bar.
On the Settings window, select Automations under Workflow.
On the Automations window, toggle on/off the Status alongside the desired automation to Enable/Disable particular automation.

To edit existing Automations

Log into Sprinklr. Click the Settings icon on the left Navigation Bar.
On the Settings window, select Automations under Workflow.
Hover over the Vertical Ellipsis icon alongside the desired automation and click Edit to make the desired changes to pre-existing automation.
Make the desired changes on the Automation Builder window and click Save in the bottom right corner.

To delete existing Automations

Log into Sprinklr. Click the Settings icon on the left Navigation Bar.
On the Settings window, select Automations under Workflow.
Hover over the Vertical Ellipsis icon alongside the desired automation and click Delete.
On the Delete Automation pop-up window, click Delete to confirm. It will permanently delete your automation.

Workflow Automation

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