Introduction
The Automations module in Solevato customer support platform helps teams work smarter by replacing repetitive processes with rule‑based workflows. Automations can apply labels, assign conversations to the right agent or team, and perform other routine actions without manual intervention, allowing your support staff to focus on higher‑value interactions
1. Urgent ticket assignment in customer support platform
Business case: When customers say “urgent” or “ASAP,” your dedicated support team handles their requests immediately.
Steps:
A) In Conditions, change the condition type to Message Contains and set Value to urgent. This tells Solevato to look for the keyword “urgent” in the message body
B) Go to Settings > Automation and click Add Automation Rule.
C) Give the rule a name (e.g., Urgent Ticket Assignment) and describe its purpose.
D) Set Event to Message Created. This triggers the rule whenever a new message is received.
E) Under Actions, choose Assign a Team and select the team that handles high‑priority tickets (e.g., demo support team)
F) (Optional) Add more conditions or actions if needed (e.g., add a tag or send a notification).
When you click Create (after testing and confirming with your team), messages containing “urgent” will automatically be routed to the chosen team, ensuring swift handling of high‑priority issues.
2. Refund request tagging
Business case: You frequently receive messages asking for refunds or returns; these should be identified quickly and routed to the billing team.
Steps:
A) In Actions, select Add a Label and choose the billing label. This automatically applies the label “billing” whenever the keyword appears
B) In Settings > Automation, open Add Automation Rule.
C) Set the rule name, for example Refund Request Tagging, and add a description.
D) Choose Message Created as the event.
E) Under Conditions, select Message Contains and enter refund as the value.
F) In Actions, select Add a Label and choose the billing label. This automatically applies the label “billing” whenever the keyword appears
G) (Optional) Add a second action Assign a Team if all refund requests should go directly to your finance or billing team.
This automation labels incoming conversations that mention refunds, allowing you to filter or report on them and route them to specialists.
3. Auto‑acknowledgement of new conversations
Business case: For a specific channel (e.g., your “Example” inbox), you want every new conversation automatically assigned to a support team and send the customer an acknowledgement message.
Steps:
A) Add a new automation rule and name it, for example Auto Acknowledge New Conversations.
B) Then, set Event to Conversation Created so the rule fires when a new conversation is opened.
C) Add a Condition: choose Inbox (instead of the default “Status”) and set it to the inbox you want to target (here, Example)
D) First Action: choose Assign a Team and select the team that should own these conversations (e.g., demo support team)
E) Click Add Action, then choose Send a Message. Then, from the drop‑down, pick a canned response or macro containing your greeting. For example, (“Hi, thank you for reaching out! We’ll be with you shortly”). If you don’t have a canned reply yet, create one in the Canned Responses section of Settings.
F) Test the rule, then click Create when ready.
With this rule active, Solevato will instantly acknowledge new inquiries from the chosen inbox. Also, it can assign them to the appropriate team
These examples demonstrate how to build “smart” automation scripts for repeated, high‑impact workflows. By combining events, conditions and actions in the Automation module, you can automatically triage urgent messages. Additionally, tag refund requests and send standard acknowledgements without manual intervention.
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