Automations

A simple rule has one trigger, one or more conditions, and one or more actions. Triggers describe when Beamdesk should evaluate the rule. Conditions decide whether the rule matches. Actions update the ticket, route work, notify a system, or ask a persona to draft or send an answer.

Trigger:
  ticket.created

Conditions:
  channel is "email"
  intent is "billing"
  customer.plan is not "enterprise"
  ai.confidence is greater_than 0.86

Actions:
  assign persona "Billing"
  add tag "billing:auto"
  send ai reply
  resolve after 10 minutes if customer is silent

Use simple rules for one decision and one outcome. Use the visual workflow builder when the process branches, waits, requests approval, calls multiple tools, or needs different paths for customer replies.

A workflow can combine classification, persona selection, HTTP tool calls, Slack approval, delayed follow-up, and final resolution. Each run records the branch taken and the data returned by each step.

Beamdesk includes 30 templates across six operational categories. Templates are starting points; clone them, run in dry-run mode, and tune thresholds to your queue.

Sequences are multi-step automations with delays. Use them for follow-up, trial onboarding, post-resolution CSAT, missing information requests, or customer reactivation. A sequence stops when the customer replies, a human takes over, or a stop condition matches.

Sequence: trial-onboarding-rescue
Step 1: wait 2 hours after signup
Step 2: if no inbox connected, send setup email
Step 3: wait 24 hours
Step 4: if no first ticket, notify customer success
Stop: customer replies OR workspace connects inbox

Automation tests split matched tickets between two versions of a rule or workflow. Use them to compare escalation thresholds, persona assignment logic, follow-up timing, or notification copy. Keep high-risk actions, such as refunds or account changes, out of experiments until approval gates are in place.

Time-based triggers use cron-style schedules for recurring work. They can send daily backlog summaries, reopen tickets waiting too long, export audit logs, or recrawl selected knowledge sources.

Trigger:
  schedule: "0 8 * * 1-5"
  timezone: "Europe/Berlin"

Actions:
  find tickets where status = "open" and waiting_on = "team"
  post summary to Slack channel "#support-ops"

Dry-run mode evaluates real tickets without executing actions. The preview shows matched conditions, skipped conditions, planned actions, payloads, and the audit event that would be written. Run dry-run on historical tickets before enabling any automation that sends messages, resolves tickets, or calls external tools.