Step 1. Log in to Helpshift as its administrator.

Step 2. On the Helpshift toolbar, click Settings.

Step 3. In the navigation pane, scroll to the WORKFLOWS area, and then click Automations.

The Automations page opens.

Step 4. (Conditional) When you plan to use the CIF in a brand-new automation, you must create your automation first. 

a. Click + NEW AUTOMATION to open the Create Automation dialog box.

b. Enter a descriptive name in the Title field.

We recommend that you begin this name with a verb.

c. Unless the new automation should apply to every issue, add one or more IF conditions to specify precisely which subset of issues should trigger it to run.

d. Add one or more THEN actions, which Helpshift should apply automatically from now on to any issue that matches the trigger.

e. Make sure that the Enabled? toggle is set to its On position.

f.  Click Save.

The Create Automation dialog box closes.

Step 5.  In the list of saved automations, find the one that should be revised to incorporate a CIF. 

Step 6.  To show a contextual menu of all actions that you can apply to the automation, click the gear icon in its row.

Step 7.  In the contextual menu, click Edit.

The Edit Automation dialog box opens.

Step 8.  Do either or both of the following.
  • You can use a CIF as an IF condition, making its captured value — such as a calendar date, for example — part of the issue selection criteria for your automation.
a. In the IF area, click + AND.

b. From the contextual menu, choose the CIF whose captured value your automation should consider.

c. From the Select list, choose one of the options for value matching:
  • is
  • is not
  • is one of
  • is none of
  • is set
d. (Conditional)
  • When your value matching choice is either “is” or “is not,” choose one of the values that you built-in to the CIF when you prepared it.
  • When your value matching choice is either “is one of” or “is none of,” choose as many of the built-in values as matches your intent.
  • When your value-matching choice is “is set,” there is no need to specify any value.
  • You can use a CIF as a THEN action, either setting or clearing its associated value — such as yes/no eligibility to receive a time-based discount, for example — for any issue that matches your automation’s selection criteria.
a. In the THEN area, click ADD ACTION.

b. From the contextual menu, choose the CIF whose value should be either populated or cleared automatically for every matching issue.

c. (Conditional) As appropriate for your intent, choose either Set to or Remove.

9. Make sure that the Enabled? toggle is set to its On position.

10.  Click Save Changes.

The automation is now ready for your use. The CIFs that it calls upon might help you to automate, for example, issue routing or issue assignment to agents and bots.