Common Automation Templates

Here are three common workflow configurations that you can build in Omnix.

Example 1: After-Hours Auto-Responder

Automatically reply to customers who message outside business hours.

• Trigger: Message Received
• Condition: Time is outside Business Hours
• Actions:
  • Send message: “Thanks for reaching out! Our offices are currently closed, but we'll respond first thing tomorrow morning.”
  • Update status: Set conversation to Pending.

Example 2: High-Value Customer Routing

Route customers with active subscription tiers to a priority queue.

• Trigger: Conversation Started
• Condition: contact.tier equals 'gold' OR contact.tier equals 'platinum'
• Actions:
  • Assign conversation: Route to the VIP Support queue.
  • Update priority: Set priority to High.
  • Add Internal Note: @team, gold tier customer active.

Example 3: Auto-Ticketing for Emails

Create a support ticket for every incoming email sent to support.

• Trigger: Conversation Started
• Condition: conversation.channelType equals 'email'
• Actions:
  • Create Ticket: Title: Email Support Request - {{contact.lastName}}, Priority: Medium, Queue: Email Support.
  • Assign conversation: Route to Email queue.