[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:88:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":53,"category":57,"relatedArticles":60,"relatedTagsArticles":86},{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"title":48,"body":49,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":50,"createdBy":51,"updatedAt":50,"updatedBy":51,"tags":32,"includeForAi":19,"authorName":52},88,"Setting up automations","\u003Cp>Automations are \u003Cstrong>time-based\u003C\u002Fstrong> rules. They act on tickets after a period has passed — closing solved tickets, chasing stale ones, escalating what has been ignored — without anyone remembering to do it.\u003C\u002Fp>\u003Cp>An automation has two halves:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Conditions\u003C\u002Fstrong> — what must be true\u003C\u002Fli>\u003Cli>\u003Cstrong>Actions\u003C\u002Fstrong> — what happens when it is\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>The three kinds of rule\u003C\u002Fh2>\u003Cp>Pleased has three rule engines, and choosing the wrong one is the usual reason a rule \"does not work\". They differ in \u003Cstrong>what they act on\u003C\u002Fstrong> and \u003Cstrong>when they run\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Ticket triggers\u003C\u002Fstrong> — Act on an existing ticket. Run immediately when the ticket is created or updated. Configured at \u003Cstrong>Settings > Ticket Triggers\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Automations\u003C\u002Fstrong> — Act on an existing ticket. Run on a schedule, after time has passed since the ticket met the conditions. Configured at \u003Cstrong>Settings > Business Rules > Automations\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Chat triggers\u003C\u002Fstrong> — Act on a website visitor before any conversation exists. Run while the visitor is on your site and matches the conditions. Configured at \u003Cstrong>Chat > Triggers\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>Use triggers for instant reactions, automations for anything measured in hours, and chat triggers to start a conversation with someone who has not contacted you yet.\u003C\u002Fp>\u003Ch3>Ticket triggers\u003C\u002Fh3>\u003Cp>Ticket triggers share the same conditions-and-actions shape as automations, so anything you can express here you can usually express there. What differs:\u003C\u002Fp>\u003Cul>\u003Cli>They run on a \u003Cstrong>ticket event\u003C\u002Fstrong> — created, updated, or both — not on a clock. There is no frequency to set.\u003C\u002Fli>\u003Cli>They fire \u003Cstrong>instantly\u003C\u002Fstrong>, which makes them right for tagging, categorising, routing to a group and notifying — the work that must happen before an agent picks the ticket up.\u003C\u002Fli>\u003Cli>They have their own \u003Cstrong>Trigger Interval\u003C\u002Fstrong> option, which limits how often the same trigger can act on the same ticket. That is a rate limit, not a schedule.\u003C\u002Fli>\u003Cli>They are processed \u003Cstrong>in list order\u003C\u002Fstrong>, exactly like automations, so one trigger's actions can feed the next.\u003C\u002Fli>\u003Cli>If you find yourself writing an automation with a frequency of a few minutes to imitate an instant reaction, you want a ticket trigger. See \u003Cstrong>Using Ticket Triggers\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Chat triggers\u003C\u002Fh3>\u003Cp>Chat triggers are the one engine that is \u003Cstrong>not\u003C\u002Fstrong> about tickets, and they are configured under \u003Cstrong>Chat\u003C\u002Fstrong>, not Business Rules. They match on what a visitor is doing — the page URL, how long they have been there, metadata your site passes in — and then send messages or open a support request on their behalf.\u003C\u002Fp>\u003Cp>Neither automations nor ticket triggers can reach a visitor who has not started a conversation, so proactive engagement (\"stuck on the checkout page for 90 seconds\") belongs here. See \u003Cstrong>Using chat triggers\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>The rest of this article covers automations.\u003C\u002Fp>\u003Ch2>Create an automation\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>Settings\u003C\u002Fstrong> in the left-hand menu.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Business Rules\u003C\u002Fstrong>, then \u003Cstrong>Automations\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add Automation\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter an \u003Cstrong>Automation Title\u003C\u002Fstrong> — required, up to 50 characters.\u003C\u002Fli>\u003Cli>Enter a \u003Cstrong>Description\u003C\u002Fstrong> — optional, up to 100 characters.\u003C\u002Fli>\u003Cli>Choose your condition logic:\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli class=\"ql-indent-1\">\u003Cstrong>Meet ALL conditions\u003C\u002Fstrong> — every condition must be true\u003C\u002Fli>\u003Cli class=\"ql-indent-1\">\u003Cstrong>Meet ANY conditions\u003C\u002Fstrong> — at least one must be true\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Add your \u003Cstrong>conditions\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Add your \u003Cstrong>actions\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Set the \u003Cstrong>frequency\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Save\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>The automation starts running at the next scheduled interval.\u003C\u002Fli>\u003C\u002Fol>\u003Ch3>Naming\u003C\u002Fh3>\u003Cp>Titles and descriptions exist so your team can understand a rule without opening it:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Title:\u003C\u002Fstrong> \u003Cem>Close Solved Tickets After 48 Hours\u003C\u002Fem>\u003C\u002Fli>\u003Cli>\u003Cstrong>Description:\u003C\u002Fstrong> \u003Cem>Automatically closes solved tickets to clean up the queue.\u003C\u002Fem>\u003C\u002Fli>\u003Cli>This matters more than it sounds once you have twenty rules.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Conditions\u003C\u002Fh2>\u003Cp>Automation conditions typically include time-based logic:\u003C\u002Fp>\u003Cul>\u003Cli>Hours since the ticket was updated\u003C\u002Fli>\u003Cli>Hours since the status changed\u003C\u002Fli>\u003Cli>Hours since the ticket was solved\u003C\u002Fli>\u003Cli>Ticket open for more than X hours\u003C\u002Fli>\u003Cli>A tag has existed for X hours\u003C\u002Fli>\u003Cli>Combine these with standard conditions such as brand, status or tags.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>ALL vs ANY\u003C\u002Fh3>\u003Cp>\u003Cstrong>ALL\u003C\u002Fstrong> is precise — every condition must hold. \u003Cstrong>ANY\u003C\u002Fstrong> is broad — one match is enough. Choosing the wrong one is the most common reason an automation fires when it should not.\u003C\u002Fp>\u003Ch2>Actions\u003C\u002Fh2>\u003Cp>An automation can perform several actions at once:\u003C\u002Fp>\u003Cul>\u003Cli>Close the ticket\u003C\u002Fli>\u003Cli>Change the ticket status\u003C\u002Fli>\u003Cli>Add or remove a tag\u003C\u002Fli>\u003Cli>Assign the ticket to a group\u003C\u002Fli>\u003Cli>Send a message to Slack\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Frequency\u003C\u002Fh2>\u003Cp>Frequency is how often the automation checks its conditions:\u003C\u002Fp>\u003Cul>\u003Cli>Every \u003Cstrong>9, 12, 15 or 30 minutes\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Every \u003Cstrong>1 to 24 hours\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Every \u003Cstrong>1 to 7 days\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>It keeps running on that schedule until deactivated. It will \u003Cstrong>not\u003C\u002Fstrong> run the moment you save it — it runs at the next interval.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Order matters\u003C\u002Fh2>\u003Cp>Automations are processed in the order they appear in the list. One rule can change a ticket in a way that affects the next: removing a tag another rule depends on, or changing a status that activates or deactivates later actions.\u003C\u002Fp>\u003Cp>If you have several automations, read them top to bottom as a sequence and confirm the order makes sense.\u003C\u002Fp>\u003Ch2>Managing automations\u003C\u002Fh2>\u003Cp>At \u003Cstrong>Settings > Business Rules > Automations\u003C\u002Fstrong> you can:\u003C\u002Fp>\u003Cul>\u003Cli>View all active automations\u003C\u002Fli>\u003Cli>See how many times each has run, over selectable intervals\u003C\u002Fli>\u003Cli>Edit, clone or move an automation\u003C\u002Fli>\u003Cli>Deactivate one — it moves to the \u003Cstrong>Inactive\u003C\u002Fstrong> tab\u003C\u002Fli>\u003Cli>Create a new automation\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The Save button is disabled.\u003C\u002Fstrong> You need at least one condition, at least one action, and a title.\u003C\u002Fp>\u003Cp>\u003Cstrong>My automation is not running.\u003C\u002Fstrong> Check the frequency — the next interval may not have arrived. Confirm it is active, that ALL\u002FANY is set correctly, and that the time-based conditions are actually satisfiable.\u003C\u002Fp>\u003Cp>\u003Cstrong>The action did not apply.\u003C\u002Fstrong> Confirm the conditions were met, that no other automation overrode it, and that it was not deactivated.\u003C\u002Fp>\u003Ch2>FAQs\u003C\u002Fh2>\u003Cp>\u003Cstrong>Do automations run instantly?\u003C\u002Fstrong> No — they run at the frequency you configure.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can one automation activate another?\u003C\u002Fstrong> Yes. They run in order, so one rule's actions can satisfy the next rule's conditions.\u003C\u002Fp>\u003Cp>\u003Cstrong>Should this be an automation or a ticket trigger?\u003C\u002Fstrong> If it must happen the moment the ticket changes, use a ticket trigger. If it depends on time having passed, use an automation. See \u003Cstrong>The three kinds of rule\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can an automation message a visitor who has not opened a chat?\u003C\u002Fstrong> No — automations act on tickets. Use a \u003Cstrong>chat trigger\u003C\u002Fstrong> for that.\u003C\u002Fp>\u003Cp>\u003Cstrong>Do they work for both solved and unsolved tickets?\u003C\u002Fstrong> Yes — you define the conditions.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I see how many times an automation has run?\u003C\u002Fstrong> Yes, with selectable time intervals.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I clone an automation?\u003C\u002Fstrong> Yes — duplicate any rule and adjust it.\u003C\u002Fp>","2026-08-21T16:03:00.000+00:00",16,"Manu Ustenko",[54],{"id":40,"brandId":18,"categoryId":55,"parentSectionId":32,"position":40,"title":56,"description":56,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"\tWorkspace Management",{"id":55,"brandId":18,"position":55,"title":58,"description":59,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[61,64,67,70,73,76,77,80,83],{"id":62,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"titleTranslated":32,"position":62,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},83,"Creating brands",{"id":65,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},84,"Creating groups",{"id":68,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},85,"Creating roles for teammates",{"id":71,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":72,"titleTranslated":32,"position":71,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},86,"Creating templates",{"id":74,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":75,"titleTranslated":32,"position":74,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},87,"Language configuration",{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":48,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":78,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":78,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},89,"Setting up views",{"id":81,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":81,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},90,"Using the Slack integration",{"id":84,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":85,"titleTranslated":32,"position":84,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},91,"Your workspace settings",[]]