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
NOTE 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. |