Automation occurs whenever a hardware system or a software system performs multiple, useful operations repeatedly, consistently, and according to specification, without direct human intervention.

Our approach to customer service automation combines several Helpshift features, which work together to optimize customer experience. These features — each of which you manage separately — include:

A Helpshift automation is an orderly sequence of actions, which:

Each Helpshift automation is based on configurable "if... then" pairs. The conditions that an automation may support can vary from one issue to another. This variability depends on which support channel (such as in-app versus email) the user used while creating their issue.

See also: