feat: Automation rules #3195

muhsin-k · 2021-10-11T07:39:42Z

Problem

There will be tons of repeatable tasks for any team that can be automated — like assigning a specific type of conversation to the right team or adding correct labels.

Ex: Suppose an agent receives a message from a premium customer in their chatwoot dashboard. Then, an agent can add the label "priority conversation" based on their plan and prioritize them. Now this flow is carried out manually. This kind of issue can solve by adding automation rules.

Automation can replace and automate existing processes that require manual effort. You can do many things with automation, including adding labels and assigning conversation to the best agent. So the team focuses on what they do best and spends more time on manual tasks.

Automation helps,

The right team will always handle conversations and in the correct order.
Increase teams' efficiency
Preserve customers happiness
Better workload management

Solution

Automation rules consist of three parts, event, conditions, and actions. The list of defined actions will be performed sequentially when matching all the conditions after the specified event is triggered. As simple as "when, If this, then that."

Engineering Spec

Back End

Data Model

Automation

automation_name → The name of the automation rule
automation_description → Description about automation rule
automation_trigger_count → Number of times automation executed
automation_active → The automation is active or not
automation_event -> Events that qualify to start scanning for the automation conditions ex: Conversation is closed, Conversation is opened, Label is added, Label is removed, Assignee changes to, etc.
automation_conditions -> Filters for any conditions that a conversation or contact must meet for the actions to apply.
autmation_actions → Actions specify the actions that will result when the rule is processed successfully (when all filter conditions are met). All the actions will execute sequentially once the rule condition is met (at Atleast minimum, one action is required) ex: Send Message (Option to send a message), Update custom fields, Assign conversation, etc

Front End

Create a new page called "Automations" under the settings page
Show a button at the top of the page called "Add automation."
On clicking the "Add automation" button, show a modal. Add the ability to create new automation using automation_name, automation_description, automation_event, automation_conditions and autmation_actions
Supports pagination and filter
Add the ability to clone/edit/delete automation from the table

Todo

CRUD APIs for automation (Account level)
Create a new route Automations under the settings page
Add the option to create a new automation rule
Add the option to clone/edit/delete automation rule
List automation rules in a table
Background job for executing the automation

Success metrics

Automation rules help your team's workflows for optimum efficiency and ensure your customers get the best experience possible.
Automations rules save time in the long run.
Every customer should get the best answer as fast as possible.

Questions

Is the automation rule works in all inboxes?
Priority of rules

Frontend

tejaswinichile · 2021-10-12T15:00:17Z

Params structure we are getting at backend [API]

{
  automation_name: "Some Name"
  automation_description: "Some Description"
  automation_event: "Conversation Created"{dropdown}
  automation_conditions [
    {
      select attribute: BROWSER_LANGUAGE/COUNTRY/MESSAGE_CONTENT/STATUS/ASSIGNEE/TEAM
      select operator: IS/IS NOT/EQUALS TO/NOT EQUAL TO/CONTAINS/ DOES NOT CONTAINS'
      select value: en
    }
  ]
  automation_actions: [
    Send Message: { Message: value },
    Add Label: [ priority_customer ],
    Assign best agents: [ Mutiselct of agents ]
    Update Custom Attributes: [
      attribute_key: attribute_value
    ]
    Pin the conversation: /* future scope */
  ]
}

Examples

Example 1:

{
  automation_name: "Paid Plan: Conversation Automation"
  automation_description: "Silver Paid Plan, Customer Conversation Automation"
  automation_event: "Conversation Created" {dropdown}
  automation_conditions: [
    {
      automation_conditions_attribute: plan /* Custome Attribute */
      automation_conditions_operator: EQUALS TO
      automation_conditions_value: Silver
    },
    {
      automation_conditions_attribute: Country /* Custome Attribute */
      automation_conditions_operator: EQUALS TO
      automation_conditions_value: USA
    }
  ]
  automation_actions: [
    Send Message: 
      { 
        Message: 'Welcome to the chatwoot platform.' 
      },
    Assing to team : "Customer Success"
    Add Label: [ priority_customer ],
    Assign Best Agents: [ 1,2,3,4 ] /*  Dropdown Agent Names */
    Update Additional Attributes: [
      intiated_at: Time.now
    ]
  ]
}

Example 2:

{
  automation_name: "Chinese support"
  automation_description: "Assign the conversation to chinese support team if the language is chinese"
  automation_event: "Conversation Created" {dropdown}
  automation_conditions: [
    {
      automation_conditions_attribute: browser_language
      automation_conditions_operator: eq
      automation_conditions_value: cn
    }
  ]
  automation_actions: [
    Assing to the team: "Chinese support team"
  ]
}

Example 3:

{
  automation_name: "Update company name"
  automation_description: "Update company name conversation is started from company email id"
  automation_event: "Conversation Created" {dropdown}
  automation_conditions: [
    {
      automation_conditions_attribute: message
      automation_conditions_operator: present 
      automation_conditions_value: @company.com
    }
  ]
  automation_actions: [
    Update additional attributes: company name
  ]
}

Example 4:

{
  automation_name: "Conversation is related mobile"
  automation_description: "Assign the conversation to Jack conversation is related mobile"
  automation_event: "Conversation Created" {dropdown}
  automation_conditions: [
    {
      automation_conditions_attribute: message_content
      automation_conditions_operator: contains
      automation_conditions_value: mobile,

    }
  ]
  automation_actions: [
    Assing to a person: Jack
  ]
}

Example 5:

{
  automation_name: "Career related questions"
  automation_description: "Send message to career related messages"
  automation_event: "Conversation Created" {dropdown}
  automation_conditions: [
    {
      automation_conditions_attribute: label
      automation_conditions_operator: eq
      automation_conditions_value: career,
      query_operator: 'OR',
    },
    {
      automation_conditions_attribute: label
      automation_conditions_operator: eq
      automation_conditions_value: job,
      query_operator: 'OR',
    }
  ]
  automation_actions: [
    Send message: "Hey, Thank you for your interest. We don't have an open position available in chatwoot at the moment. If you could send your resume to hello@companyname.com, we would reach out if a matching position opens up in the future. Thank you again, and we wish you all the best in your job search"
  ]
}

cc @aswindevps @muhsin-k

muhsin-k · 2021-10-13T07:20:43Z

Supported operators

Equal to
Not Equal
Is present
Is not present
Contains
Does not contain
Greater than (number, date)

muhsin-k · 2021-10-15T08:53:12Z

Automation events

1. Conversation Created
2. Conversation Resolved
3. Assigned
4. Label Added
5. Label Removed
6. Conversation Snoozed
7. Conversation Auto Resolved
8. Conversation Muted
9. Team Assigned
10. New message created (Incoming/Outgoing)

Automation conditions

1. Select inbox (Option to select all or some inboxes)
2. Status - Open / Resolved / Pending / Snoozed / All
3. Contact - Contact or None
4. Team
5. Label or Labels
6. Message (Support regex)
7. Assignee - Person or None
8. Custom attributes (Contact or Conversation)
9. Additional attributes (Browser, City, Country_code, referer)
10. Contact fields (email, name, phone_number, last_activity_at, identifier)
11. Working hours

Automation actions

1. Send Message
2. Send Email
3. Resolve Conversation
4. Add Label
5. Update custom/additional attributes
6. Remove label
7. Snooze Conversation
8. Assign to agent
8. Assign to team
9. Send Transcript
10. Add support for sending webhook event

voko3456 · 2021-10-20T18:06:09Z

@muhsin-k @aswindevps @pranavrajs @tejaswinichile can you add automation action to send interactive session message so customer can replay by clicking the button and save his replay on custom attributes so we can implement local chat bot example :

voko3456 · 2021-10-29T23:26:09Z

Automation events

1. Conversation Created
2. Conversation Resolved
3. Assigned
4. Label Added
5. Label Removed
6. Conversation Snoozed
7. Conversation Auto Resolved
8. Conversation Muted
9. Team Assigned
10. New message created (Incoming/Outgoing)

@muhsin-k
Please Add events
11-custom attributes updated
12-time since last message

tejaswinichile · 2021-11-08T14:20:20Z

@voko3456 It's pretty early to quote if we can fulfill your requirement mentioned here #3195 (comment) in the next release, but we can have an initial message to send to the customer,

if suppose the customer message contains a question related to food then we can send the related message as a reply.

After that how would we save the customer response, will take some time to decide.

But thanks for the requirement we would like to have that in our support system we would track that requirement in the different ticket.

tejaswinichile · 2021-11-08T15:29:26Z

Back End

Endpoint to receive conversation automation rules and save the automation actions: Endpoint to receive conversation automation rules and save the automation actions #3341
Perform automation actions based on rules Perform automation actions based on rules #3342

tejaswinichile · 2021-11-09T10:02:42Z

@sojan-official
Since we are handling dynamic event action trigger based on conditions, we need to have a publish-subscribe pattern to handle such implementation. Where subscribers will continuously listen to the event is being called and we will publish the event only when the condition matches. https://ably.com/topic/pub-sub I am thinking to add a gem for Automation Rules event handling.

We can do it without gem too but it will just fatten the models.
There are gems that can handle publish and subscribe patterns in rails.

Here are some examples:

Please let me know if you think otherwise.

cc @pranavrajs @muhsin-k

sojan-official · 2021-11-09T13:08:09Z

@tejaswinichile Sounds like a good direction. we already have pubsub mechanism in chatwoot using the wisper gem.

chatwoot/Gemfile

Line 75 in a34bb56

gem 'wisper', '2.0.0'

We can refactor and enhance the current list of events to support all the required event types.

chatwoot/lib/events/types.rb

Line 3 in a34bb56

module Events::Types

We can also add an automation listener which will react to these events based on the account configuration

chatwoot/app/listeners/campaign_listener.rb

Line 2 in 0c9b682

def campaign_triggered(event)

tejaswinichile · 2021-11-09T13:09:10Z

@sojan-official Okay then I will use the same gem. Thanks :)

muhsin-k · 2021-11-16T13:40:56Z

Front End

Automations route - feat: Automations route #3401
Add the ability to create a new automation rule - feat: Add the ability to create a new automation rule #3417
feat: Automations table - feat: Clone and update automation rules #3782
feat: Add the ability to edit/delete/clone automation rules - feat: Edit automation modal #3876, Feat: Clone automation #3893

tejaswinichile · 2021-11-18T11:59:11Z

@muhsin-k
Just to confirm
Automation conditions will be applied to the conversation record which is mentioned in automation_event, correct?
Like if we have automation_event on conversation created and conditions browser language en so this condition will be applied on the record that was created in a recent event, right?

tejaswinichile · 2021-11-19T07:56:45Z

@sojan-official @muhsin-k

MVP for automation rule:

Event: Message Created

Supported Condition:

Filter on message type [Incoming and outgoing]
FIlter on substring e.g message contains words related to price assign it to the finance support team.

Supported Actions:

Assign a team
Add labels
Send an email to the team

Event: Conversation Created

Supported Condition:

Filter on conversation status [equal_to/not_equal_to]
browser_name
country_name
referer link

Supported Actions:

Assign a team
Send an email to the team
Assign an agent

Event: Conversation Updated

Supported Condition:

Filter on conversation status [equal_to/not_equal_to]
browser_name
Assignee_id
team_id
country name
referer link

Supported Actions:

Assign a team
Send an email to the team
Assign an agent

tejaswinichile · 2021-11-19T11:40:56Z

One update:

automation_actions: [
    Send Message: { Message: value },
    Add Label: [ priority_customer ],
    Assign best agents: [ Mutiselct of agents ]
    Update Custom Attributes: [
      attribute_key: attribute_value
    ]
    Pin the conversation: /* future scope */
  ]

Would look like this:

automation_actions: [
    { 
        action_name: send_message,
        action_params: 'Welcome aboard!' 
    },
    { 
        action_name: add_label,
        action_params: [priority_customer, finance_query] 
    },
    { 
        action_name: assign_agents,
        action_params:  [1,2,3,4] 
    },
    update_custom_attributes: [
      { attribute_key_1: attribute_value_1 },
      { attribute_key_2: attribute_value_2 }
    ]
  ]

@muhsin-k Please take note of this change.

voko3456 · 2021-11-20T08:15:20Z

One update:

automation_actions: [
    Send Message: { Message: value },
    Add Label: [ priority_customer ],
    Assign best agents: [ Mutiselct of agents ]
    Update Custom Attributes: [
      attribute_key: attribute_value
    ]
    Pin the conversation: /* future scope */
  ]

Would look like this:

automation_actions: [
    { 
        action_name: send_message,
        action_params: 'Welcome aboard!' 
    },
    { 
        action_name: add_label,
        action_params: [priority_customer, finance_query] 
    },
    { 
        action_name: assign_agents,
        action_params:  [1,2,3,4] 
    },
    update_custom_attributes: [
      { attribute_key_1: attribute_value_1 },
      { attribute_key_2: attribute_value_2 }
    ]
  ]

@muhsin-k Please take note of this change.

@tejaswinichile @muhsin-k please don't forget to add the most important action is to send webhook when custom attributes updated or label added

tejaswinichile · 2021-11-25T17:59:40Z

Notes:
Assign Teams: We assign only one team, so team dropdown would have a single selection.

Assign Best Agent: We assign only one agent, so the agent's dropdown would have a single selection.

Send email to the team: The team should be part of the account. This will require 2 params, one for team ids and the other for the email content.

sojan-official · 2021-12-15T14:58:31Z

@tejaswinichile @muhsin-k potential use case

When phone number attribute of a contact gets updated 'Create conversation in an external Inbox with a specific message'

Trigger a WhatsApp conversation with a user through API
Switch the communication to SMS channel from live chat

ref: https://discord.com/channels/647412545203994635/719548534302441565/920414786691432548

github-actions · 2022-08-09T01:38:26Z

This issue has been automatically locked since there has not been any recent activity after it was closed. Please open a new issue for related bugs.

pranavrajs added the feature-request This label is used to track new features which is a significant change to existing product label Oct 11, 2021

muhsin-k assigned muhsin-k and aswindevps Oct 11, 2021

pranavrajs added this to the v1.22.0 milestone Oct 15, 2021

sojan-official mentioned this issue Oct 21, 2021

Assign conversation to first responding agent automatically #1592

Open

sojan-official assigned tejaswinichile and unassigned aswindevps Nov 2, 2021

tejaswinichile added Epic and removed feature-request This label is used to track new features which is a significant change to existing product labels Nov 10, 2021

tejaswinichile mentioned this issue Nov 11, 2021

Add doc for automation rules, example and result. chatwoot/docs#126

Open

muhsin-k modified the milestones: v1.22.0, v2.0.0 Nov 16, 2021

tejaswinichile mentioned this issue Dec 7, 2021

add ability to send interactive session messages via automation #3517

Closed

sojan-official removed this from the v2.0.0 milestone Dec 10, 2021

sojan-official added this to the v2.1.0 milestone Dec 10, 2021

sojan-official mentioned this issue Dec 14, 2021

Feature: Files storage #1026

Closed

sojan-official modified the milestones: v2.1.0, v2.2.0 Jan 12, 2022

muhsin-k closed this as completed Feb 14, 2022

sojan-official mentioned this issue Mar 14, 2022

[CW-2859] feat: Ability to schedule proactive reminders to the customer to ensure query was resolved #1270

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sojan-official mentioned this issue Mar 22, 2022

[CW-2870] Notify about new messages in unassigned conversation #1767

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feat: Automation rules #3195

feat: Automation rules #3195

muhsin-k commented Oct 11, 2021 •

edited by pranavrajs

tejaswinichile commented Oct 12, 2021 •

edited by muhsin-k

muhsin-k commented Oct 13, 2021 •

edited

muhsin-k commented Oct 15, 2021 •

edited

voko3456 commented Oct 20, 2021 •

edited

voko3456 commented Oct 29, 2021

Automation events

tejaswinichile commented Nov 8, 2021

tejaswinichile commented Nov 8, 2021 •

edited

tejaswinichile commented Nov 9, 2021

sojan-official commented Nov 9, 2021

tejaswinichile commented Nov 9, 2021

muhsin-k commented Nov 16, 2021 •

edited

tejaswinichile commented Nov 18, 2021

tejaswinichile commented Nov 19, 2021 •

edited by muhsin-k

tejaswinichile commented Nov 19, 2021

voko3456 commented Nov 20, 2021

tejaswinichile commented Nov 25, 2021

sojan-official commented Dec 15, 2021

github-actions bot commented Aug 9, 2022

feat: Automation rules #3195

feat: Automation rules #3195

Comments

muhsin-k commented Oct 11, 2021 • edited by pranavrajs

Problem

Solution

Engineering Spec

Todo

Success metrics

Questions

Frontend

tejaswinichile commented Oct 12, 2021 • edited by muhsin-k

Params structure we are getting at backend [API]

Examples

muhsin-k commented Oct 13, 2021 • edited

Supported operators

muhsin-k commented Oct 15, 2021 • edited

Automation events

Automation conditions

Automation actions

voko3456 commented Oct 20, 2021 • edited

voko3456 commented Oct 29, 2021

Automation events

tejaswinichile commented Nov 8, 2021

tejaswinichile commented Nov 8, 2021 • edited

tejaswinichile commented Nov 9, 2021

sojan-official commented Nov 9, 2021

tejaswinichile commented Nov 9, 2021

muhsin-k commented Nov 16, 2021 • edited

tejaswinichile commented Nov 18, 2021

tejaswinichile commented Nov 19, 2021 • edited by muhsin-k

MVP for automation rule:

tejaswinichile commented Nov 19, 2021

voko3456 commented Nov 20, 2021

tejaswinichile commented Nov 25, 2021

sojan-official commented Dec 15, 2021

github-actions bot commented Aug 9, 2022

muhsin-k commented Oct 11, 2021 •

edited by pranavrajs

tejaswinichile commented Oct 12, 2021 •

edited by muhsin-k

muhsin-k commented Oct 13, 2021 •

edited

muhsin-k commented Oct 15, 2021 •

edited

voko3456 commented Oct 20, 2021 •

edited

tejaswinichile commented Nov 8, 2021 •

edited

muhsin-k commented Nov 16, 2021 •

edited

tejaswinichile commented Nov 19, 2021 •

edited by muhsin-k