When you click in to edit an Automation in FuseDesk, you are primarily going to be editing the conditions and actions for the automation.
You can also easily rename your automation, clone (copy) your automation, and delete the automation.
When all of the conditions of your automation are met, all of the actions of your automation will be run, in order.
Depending on the type of automation you’re working with, different conditions and actions will become available.
Unassigned Email, Rep Reply, and Customer Reply automations are able to run conditions based on the email sent. For example, based on the to, cc, from, subject, and body parts of the email message.
For Unassigned Emails, you’ll also be able to automate based on the spam score of the email.
Unassigned Email Automations allow you to check various Contact conditions in Infusionsoft, specifically what Infusionsoft Tags a contact has (or doesn’t have) and who the Contact’s Owner is in Infusionsoft.
Contact Found Condition
Unassigned Email Automations also allow you to check if a Contact is Found or not in Infusionsoft.
Most of your automations will be based around a FuseDesk case. Specifically the department and rep that a case is assigned to, what case tags are (or are not) on a case, the status of the case, what the feedback rating is, and what feedback was left on a case.
Additionally, there are date range conditions based on when a case was opened, last updated, and last responded to.
New Case Condition
New Case Automations allow you to set Creator Conditions, specifically who created the case – a Rep or an API Key – and which rep or API key created the case. Cases created from an Email Automation would be configured with an Unassigned Email Automation.
Case Tag Applied Condition
Case Tag Applied automations allow you to run automation in FuseDesk based on what case tag was applied so you’ll be able to set the condition for Case Tag Applied.
Note Template Conditions
When you’re running a Note Applied Automation, you’ll be able to run automation based on which note template was used, as well as the note title and actual note.
All automations can be conditional on the date and time, specifically on the day of the week and time of day. This allows you to set automations to run, for example, “during” or “outside of” your normal business hours.
All automations can also include an Either condition to check for any one of multiple conditions to be true. This is like an “Or” operator so you can have complex Automations like “If the email is sent to our [email protected] email address OR if the customer is tagged as a VIP customer in our CRM.”
Once all of the conditions of an automation match, you’ll be able to get into the actual actions to take!
For unassigned emails, you’ll be able to ignore an email, mark it as spam or assign it.
You can optionally Create a Contact if one wasn’t found already.
Once you’ve ignored or spammed an email, no further actions can be taken on the email. Once you assign an email, you’ll be able to run case actions, too.
When working with a case, which is most all automations, you’ll be able to transfer the case, reply with an email template, add a note with a note template, apply case tags, remove case tags, run CRM automation, apply a CRM tag, achieve an Infusionsoft Goal, create a (new) case, snooze, or change the case status.
After automation actions are run, you also have the ability to Notify Slack so you or your team can see what just happened in FuseDesk.
Once you’ve completed your actions and notifications, an automation can also “keep going” and be eligible to process through more automations such that multiple automations can be applied to the same case.
Rearranging Conditions and Actions
To rearrange what order your conditions are checked or actions are run, simply drag and drop them up and down using the handles on the left.
Deleting Conditions and Actions
To delete a condition or action, simply click the red trash icon on the right. In some situations, deleting an action will remove other actions. For example, if you delete the assignment action for an unassigned email, any subsequent case actions will be deleted.
Once your automation looks good, don’t forget to Activate and Save it so that it can run!