Automation Hub

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The AI Automations page (formerly Automation Hub) lets you configure rules that automate routine tasks, freeing your team to focus on complex customer needs.

Accessing AI Automations

Click the automation icon in the left sidebar, or navigate to the AI Automations page from your dashboard.

Capability Summary

At the top of the page, you’ll see:

  • Active Automations: How many automation types are currently enabled
  • Configurable Systems: Total number of available automation types
  • Weekly Actions: AI actions taken in the current week

Active Automations

1. Auto-Tag Rules

Purpose: Automatically categorize conversations based on channel, intent, sentiment, and keywords.

Stats displayed:

  • Active rules count
  • Total triggers (how many times rules have fired)

Actions:

  • Click Manage Rules to expand the configuration panel
  • Create rules based on conditions (channel, sentiment, keywords)
  • Enable or disable individual rules

2. Auto-Escalation

Purpose: Automatically route low-confidence or negative sentiment conversations to human agents.

Stats displayed:

  • Confidence threshold percentage (e.g., “70%”)

Configuration:

  1. Click Configure to expand settings
  2. Enable or disable auto-escalation
  3. Set the confidence threshold (conversations below this threshold trigger escalation)

3. AI Auto-Resolution

Purpose: Automatically close conversations when AI provides high-confidence responses.

Stats displayed:

  • Confidence threshold for auto-resolution (e.g., “75%”)

Configuration:

  1. Click Configure to expand settings
  2. Enable or disable auto-resolution
  3. Set the confidence threshold for automatic closure

4. Revenue Attribution

Purpose: Automatically attribute order value from Shopify lookups to conversations.

Stats displayed:

  • Revenue attributed this month

Note: This feature is always active when the Shopify integration is connected.

5. Governance Policies

Purpose: Define rules that control when AI actions should be allowed, blocked, or require approval.

Click Manage Policies to navigate to the Policies page.

6. Workflows

Purpose: Build automated sequences that trigger on events and execute actions with governance checks.

Click Build Workflows to navigate to the Workflows builder.

Roadmap Features

The bottom section shows upcoming automation capabilities:

Feature Status Description
Routing Rules Next Up Assign conversations based on channel, segment, or topic
Business Hours Next Up Auto-respond outside hours with custom messages
Snooze Automations In Development Escalate stuck conversations after repeated snoozes
VIP Routing In Development Route high-LTV customers to senior agents
Churn Risk Alerts Researching AI-detected risk signals trigger proactive outreach

Best Practices

  1. Start with Auto-Escalation: Ensure complex issues reach humans quickly
  2. Set conservative thresholds: Begin with higher confidence requirements and adjust over time
  3. Monitor weekly actions: Verify automations are triggering as expected
  4. Use Auto-Tag Rules: Improve reporting and routing through categorization
  5. Review escalated conversations: Learn from AI decisions to improve the knowledge base