Automations

What's included

Automations let you build no-code workflows that react to events in your helpdesk. When something happens (a trigger fires), Replify checks your conditions, then executes one or more actions. Automations are a Pro-only feature.

Triggers

A trigger is the event that starts a workflow. Available triggers:

• New chat started. Fires when a visitor opens a new chat session.
• New ticket created. Fires when a ticket is submitted (from widget, agent, or API).
• Status changed. Fires when a ticket or chat status changes to a specific value.
• Message received. Fires when a new message arrives in a chat or ticket.
• SLA breach. Fires when a ticket exceeds a configured response-time threshold.

Conditions

Conditions filter which events actually proceed to the action step. You can combine multiple conditions with AND/OR logic. Condition types:

• Field match. Check a ticket/chat field against a value (e.g. priority equals "High", requester email contains "@enterprise.com").
• Time-based. Only run during business hours, or only after N minutes of inactivity.
• Agent availability. Check whether any agent in a department is online.
• AI-evaluated. Describe a condition in plain English (e.g. "the message is about billing") and Replify uses your BYO-AI provider to evaluate it against the conversation content.

Actions

Actions are what Replify does when the trigger fires and conditions pass. You can chain multiple actions in sequence. Available actions:

• Assign agent. Assign a specific agent or round-robin within a department.
• Add tag. Apply one or more tags to the ticket or chat.
• Route to department. Move the conversation to a department queue.
• Send message. Post a reply into the chat or ticket (visible to the customer).
• Send email. Send an email to a specified address or to the requester.
• Change status. Move the ticket to a new status.
• Fire webhook. Send a POST request to an external URL with the event payload.

Merge tags

Actions that send messages or emails support merge tags for dynamic content. Insert them with curly-brace syntax:

• {visitor.name}, {visitor.email}
• {ticket.id}, {ticket.subject}, {ticket.status}
• {chat.id}, {agent.name}
• {site.name}, {site.url}

Merge tags resolve at execution time. If a tag has no value, it renders as an empty string.

Multi-step flows

A single automation can contain multiple action steps with branching logic. After any action, you can add another condition check that splits the flow into two paths (if/else). This lets you build complex workflows like: "If priority is High AND department is Billing, assign to senior agent and send email. Otherwise, add to queue and send auto-reply."

Run history and debugging

Every automation execution is logged in the Run History tab. Each entry shows:

• The trigger event that fired it
• Which conditions passed or failed
• Which actions executed (with timestamps)
• Any errors (e.g. webhook timeout, email delivery failure)

You can replay a past run to test changes. Replay re-evaluates conditions against the original event data and executes actions again. Use this to verify a fix before waiting for a real event.