UI element reference: Create Automation dialog box

• Title — The field where you enter a name for the new automation.

• IF — The list from which you start filtering which combination of conditions should trigger your automation to run.
  • The available filters differ between new issue automations and time-based automations.
  • The list includes all of the default issue fields that Helpshift has prepared on your behalf, and also includes any custom issue fields that you have prepared.   

• App — (text filter) A new issue has arrived, which cites or omits one or more of your container apps, by name.
• Platform — A new issue has arrived, which cites or omits one or more of the platforms that Helpshift supports, by name, such as iOS or Android.
• Language — A new issue has arrived, which cites or omits one or more languages, by name, that Helpshift supports in automations.
• Forwarding Email — (text filter) A new issue has arrived, which was submitted through email. We compare the player’s email address to one or more email addresses that you specify. Then:

• • is — We find that the two addresses match exactly.

• • is not — We find that the two addresses do not match.

• • is one of — We find a match somewhere in the list of addresses.

• • is none of — We do not find a match anywhere in the list of addresses.

• • starts with — We find that the two addresses match their first N characters.
  • doesn’t start with — We find that the two addresses’ first N characters do not match.

• • ends with — We find that the two addresses match their last N characters.
  • doesn’t end with — We find that the two addresses’ last N characters do not match.

• • is set — We find that an email address is present.
  • is not set — We find that no email address is present.

• Tags — (text filter) A new issue has arrived, which cites or omits one or more of your administrator-defined issue tags, by name.
• Title or First Message — (text filter) A new issue has arrived. We compare its title and the player’s first message to one or more text strings that you specify.

• • contains all of — We find matches for every text string.
  • contains any of — We find one or more matches among the text strings.
  • contains none of — We find not even one match among the text strings.

• Issue Arrival (date and/or time stamp filter) A new issue has arrived. We compare its calendar date, and/or its day of the week, and/or its time of day to rules that you defined for the automation.

• • time is between OR time is not between — The rules for your automation specify:

• • • your time zone
    • two time-of-day (hh:mm) values

• • • An issue arrives between the specified times.
  • • An issue arrives outside the range of specified times.

• is within these days and times OR is outside these days and times — The rules for your automation specify:

• • your time zone
  • one or more days of the week (SMTWTFS)
  • two time-of-day (hh:mm) values

• • • An issue arrives on a specified day, between the specified times.
    • An issue arrives, which either does not match any specified day of the week or is outside the range of specified times.

• day is one of — You specify:

• • your time zone
  • one or more days of the week (SMTWThFS)

• date is OR date is not — You specify:

• • your time zone
  • one calendar date

• • • An issue arrives on the specified date.
    • An issue arrives on any other date.

• date is before OR date is after — You specify:

• • your time zone
  • one calendar date

• • • An issue arrives before the specified date.
    • An issue arrives after the specified date.

• date is between OR date is not between — You specify:

• • your time zone
  • two calendar dates

• • • An issue arrives between the two dates.
    • An issue arrives outside the range of dates.

• Agent or bot’s first response was not sent in
• Agent or bot’s next response was not sent in
• User has not replied to agent or bot’s message in
• User has been offline for

NOTE

The ‘User has been offline for’ condition applies exclusively to web chat, and exclusively to apps with user-presence detection enabled.

• set one or more filters.
  • App
  • Platform
  • Language
  • Assignee Type (agent or bot)
  • Assignee
  • Tags (administrator-defined)
  • Queue
• specify an amount of time that must elapse before Helpshift takes action.
  • count
  • unit (seconds, minutes, hours, days)

NOTE

To describe highly specific scenarios that should trigger an automation, you can combine your
defined rules for multiple conditions.

• To add (and start defining) another condition at any time, simply click + AND.
• Alternatively, to start defining a more variable condition, click + OR.

• Reply to Customer — Helpshift sends the player a message that you prepare. This message can use entirely original text (which you enter), one or more text templates (which you choose after clicking Insert Text Template, or a combination of text templates and original text.
• Assign — Helpshift assigns the issue to a bot that you specify, an issue routing queue that you specify, or a customer service agent whom you specify.
• Add Private Note — Helpshift updates the issue history to include a note (which you enter now) that only your coworkers can see. To show a contextual menu of your coworkers, from which you can choose one name at a time, press the @ key. Alternatively, to mention the assigned user without regard for their username, enter @assignee.
• Mark as Resolved/Rejected — Helpshift updates the issue state to be either Resolved or Rejected, as you specify.
• Update Default Issue Fields — After you choose which default issue field (DIF) to update, Helpshift performs the action that you specify.
  Supported actions may include add, remove, set to, or other alternatives.
• Update Custom Issue Fields — After you choose which custom issue field (CIF) to update, Helpshift performs the action that you specify.