Automations
Scheduled Automations
Automatically act on feedback based on time — follow up, escalate, or close stale items
Scheduled Automations
Scheduled automations run on a time-based schedule and check your open feedback against conditions you define. Unlike triggers, they are not tied to an event — they scan existing feedback and apply actions whenever conditions are met.
How a Scheduled Automation Works
- Schedule fires — UserHero runs the automation at the configured interval
- Conditions are checked — each open feedback item is evaluated
- Actions run — applied to every item that matches
Creating a Scheduled Automation
- Go to your project's Automations page
- Click New Automation and choose Scheduled
- Set the schedule (hourly, daily, or every N hours/days)
- Build your conditions
- Add one or more actions
- Name the automation and click Save
Conditions
The same condition types available in triggers apply to scheduled automations. In addition, you can filter by time-based fields:
| Condition | What it checks |
|---|---|
| Category | Feedback category |
| Priority | Priority level |
| Status | Current status |
| Last updated | How long ago the item was last updated |
| Created at | How long ago the item was submitted |
| Assigned to | Whether the item is assigned (or to whom) |
| Message contains | Keywords in the feedback text |
Actions
The same actions available in triggers are available in scheduled automations:
| Action | What it does |
|---|---|
| Set status | Update the item's status |
| Set priority | Change the priority level |
| Add tag | Attach a tag |
| Assign to team member | Set or change the assignee |
| Send notification | Email or Slack alert |
| Add internal note | Attach a team-visible note |
| Send reply | Send a message to the customer |
Examples
Auto-close stale feedback after 7 days
- Schedule: Daily
- Condition: Status is "Open" AND Last updated is more than 7 days ago
- Action: Set status → Closed
- Action: Add tag → "auto-closed"
Escalate high-priority items open over 24 hours
- Schedule: Every 4 hours
- Condition: Priority is "High" or "Urgent" AND Status is "Open" AND Created at is more than 24 hours ago
- Action: Send notification → team-lead@example.com
- Action: Set priority → Urgent
Send a follow-up after 3 days of no response
- Schedule: Daily
- Condition: Status is "Awaiting Response" AND Last updated is more than 3 days ago
- Action: Send reply → "Just checking in — do you still need help with this?"
Things to Know
- Scheduled automations only process items where the conditions are still true when the schedule fires. Items already actioned in a previous run are not re-processed unless the conditions match again.
- Be careful with send-reply actions in scheduled automations — make sure conditions are narrow enough to avoid sending repeated messages to the same customer.