Automation Templates

When you open the Automations page for the first time, you'll see a gallery of 10 ready-made templates. Each template is a complete automation — event, conditions, and actions pre-configured. You can use a template as-is or customize it after loading.

Available Templates

1. Auto-assign by category

Automatically assign feedback to the right team member based on its category.

• Type: Trigger (Feedback Created)
• Condition: Category is [your choice]
• Action: Assign to → [team member]

2. Auto-close stale feedback

Close feedback that has not been updated in 7 days.

• Type: Scheduled (Daily)
• Condition: Status is Open AND Last updated is more than 7 days ago
• Action: Set status → Closed
• Action: Add tag → auto-closed

3. VIP priority boost

Raise priority to Urgent when feedback contains keywords that suggest a high-value customer or critical issue.

• Type: Trigger (Feedback Created)
• Condition: Message contains → urgent, critical, enterprise, VIP
• Action: Set priority → Urgent
• Action: Add tag → vip

4. Auto-tag from keywords

Automatically tag feedback based on keywords in the message.

• Type: Trigger (Feedback Created)
• Condition: Message contains → crash, error, broken, not working
• Action: Add tag → bug

5. Reopen on customer reply

Reopen a closed or resolved feedback item when the customer replies.

• Type: Trigger (Feedback Updated)
• Condition: Status changed to Open (from Closed or Resolved)
• Action: Set priority → Medium
• Action: Send notification → assigned team member

6. Notify on urgent priority

Alert the team lead whenever a feedback item is marked urgent.

• Type: Trigger (Feedback Updated)
• Condition: Priority changed to Urgent
• Action: Send notification → [team lead email]

7. Escalate SLA breach

Escalate items that have been open longer than your SLA target.

• Type: Scheduled (Every 4 hours)
• Condition: Status is Open AND Created at is more than 24 hours ago AND Priority is High or Urgent
• Action: Send notification → [escalation email]
• Action: Add tag → sla-breach

8. Round-robin new feedback

Distribute incoming feedback evenly across your team by rotating the assignee.

• Type: Trigger (Feedback Created)
• Condition: [no conditions — matches all]
• Action: Assign to → [round-robin from team list]

9. Route by language

Route feedback written in a specific language to the appropriate support agent.

• Type: Trigger (Feedback Created)
• Condition: Message contains → [language-specific keywords]
• Action: Assign to → [language specialist]
• Action: Add tag → [language]

10. Auto-add billing keywords to billing category

Automatically categorize billing-related feedback.

• Type: Trigger (Feedback Created)
• Condition: Message contains → invoice, payment, charge, billing, subscription
• Action: Set category → Billing
• Action: Add tag → billing

Using a Template

1. Open the Automations page for your project
2. Click on any template in the gallery
3. Review the pre-configured conditions and actions
4. Customize as needed (change assignees, keywords, or thresholds)
5. Click Save to activate

Templates load into the full automation builder, so you have complete control over every setting before saving.