Support automation

Automation is rules and bots that take over routine work: greetings, tags, reassignments, reminders.

Automation follows the “when an event happens — do an action” principle: for example, if a request has had no reply for 30 minutes, notify a manager.

It frees agents from monotonous operations and reduces errors, but does not replace human conversation where it matters.

Automation rules in Connecta are set up in the workspace without programming.