Step 1. Log in

Log in to Helpshift as an administrator.

Step 2. Open Automations

1. On the Helpshift toolbar, click Settings.
2. In the navigation pane, scroll to the WORKFLOWS area, then click Automations.
   • The Automations page opens.

Step 3. (Conditional) Create a new automation

If you want to use the CIF in a brand-new automation, create it first.

1. Click + NEW AUTOMATION to open the Create Automation dialog box.
2. Enter a descriptive name in the Title field.
   • Tip: We recommend starting the name with a verb.
3. Add IF conditions to specify which issues should trigger this automation.
4. Add one or more THEN actions that Helpshift should apply to those issues.
5. Set the Enabled? toggle to On.
6. Click Save.
   • The Create Automation dialog box closes.

Step 4. Edit an existing automation to add CIFs

1. In the list of saved automations, find the automation to revise.
2. Click the three dots in its row to open the contextual menu.
3. Click Edit.
   • The Edit Automation dialog box opens.

Step 5. Use CIFs in Automations

A. Use CIFs as IF conditions

You can make a CIF’s captured value part of the issue selection criteria.

1. In the IF area, click + AND.
2. From the contextual menu, select the CIF.
3. From the Select list, choose a value-matching option:
   • is
   • is not
   • is one of
   • is none of
   • is set
4. (Conditional) Provide values as needed:
   • is / is not → choose one built-in value.
   • is one of / is none of → choose multiple built-in values.
   • is set → no values required.

B. Use CIFs as THEN actions

You can automatically set or clear a CIF’s value for matching issues.

1. In the THEN area, click ADD ACTION.
2. From the contextual menu, select the CIF.
3. Choose the appropriate option:
   • Set to
   • Remove

Step 6. Save and enable

1. Make sure the Enabled? toggle is set to On.
2. Click Save Changes.
   • The automation is now ready to use.