The conditions that cause an automation to run can include any combination of the following, and more.
  • mobile device metadata (app name and release version; OS default language; mobile platform…)
  • keywords and/or text strings in an issue title or in the user’s first message
  • issue arrival date and time stamps
  • forwarding email address
  • tags and prediction labels
  • default issue field (DIF) and custom issue field (CIF) values
The particular conditions that an automation may recognize can vary from one issue to another, depending on which support channel — in-app (iOS or Android), web chat, or email — the user used to create their issue.