Automations

Customer service automation without writing code

Greet, route, tag, say when you will reply. Eleven triggers and eighteen actions on a canvas do the routine, and people keep the judgment.

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Drag a node
Trigger

When a customer opens a new conversation

Runs once, on their first message.

Rules

The channel is website chat

Emma: Was I charged twice? I need a refund.

Branch

If the message contains

refund
Matchtaken
Everything else
Action

Raise a ticket

Turn the conversation into tracked work

Billing

Ticket #148 raised and assigned to Billing

Action

Ask with buttons

What is this about?

An orderBillingSomething else
Automations

What you can automate.

The routine part of support, built on a canvas from triggers, rules and actions, with the judgment left to people.

Start when

New conversation

Page visited

Message received

Customer goes quiet

Teammate goes quiet

Assigned

Ticket raised

Ticket changes state

Then

Message

Reply buttons

Let the AI answer

Tag conversation

Assign

Raise a ticket

Tag conversation

Add a tag

refund

Trigger

When a customer opens a new conversation

Rules

The channeliswebsite chat
Office hoursisoutside
The page URLcontains/pricing

All rules must match for the workflow to run.

What is this about?
An orderBillingSomething else
Which company is this for?
Acme Ltd
Contact fieldCompany: Acme Ltd
Action

Let the AI answer

Hand the reply to your AI agent

Do you ship to Kenya?
Yes, 5 to 8 days by courier.Shipping FAQ
Anything it is unsure about goes to Unassigned for a person.

Templates

Reply outside office hoursNew conversation
Triage issues to teamsCustomer message
Let the AI answer firstNew conversation
Raise a ticket for bug reportsCustomer message

When nobody answers

Wait on a question for15 minutes
Then close the conversation
In the inbox

Every run shows on the conversation

A workflow is not a black box. What it sent, what it tagged and where it put the conversation are all there in the thread, so the person who picks it up knows what already happened.

  • Every step a workflow took shows on the conversation, in order.
  • Tags, priority and the owner it set are the same ones your team uses.
  • Whatever it does not close lands in Unassigned for a person.
The shared inbox

Emma Wright

Website chat · 2 minutes ago

refundHigh
Was I charged twice? I need a refund.
Thanks Emma, a person will reply within 2 hours.
Sent by the workflow Reply outside office hours
Tagged refund and set priority to High
InUnassignedfor a person
Templates

Start from a workflow that already works

Fourteen templates in the builder, each a saved workflow you open, adjust and turn on.

  • Reply outside office hours

    Says when you will reply, from your availability schedule.

  • Triage issues to teams

    Asks what it is about and assigns to the right team.

  • Let the AI answer first

    Hands website chat to the agent, people for the rest.

  • Tag conversations containing keywords

    Labels refunds, bugs and cancellations as they arrive.

  • Ask for a rating when a chat closes

    Sends the star card once the conversation is resolved.

  • Chase stale conversations

    Nudges a customer who went quiet before closing.

  • Raise a ticket for bug reports

    Turns a message with a bug in it into tracked work.

  • Notice visitors on your pricing page

    Opens with an offer to help when someone lands on pricing.

  • Flag customers left waiting

    Raises the priority when your team has not replied.

Building a workflow

  1. Step 1

    Pick a trigger

    For example, when a customer opens a new website chat.

    • When a customer opens a new conversation
    • When a customer sends a message
    • When a customer goes quiet
  2. Step 2

    Add rules and actions

    Only outside office hours, then send a message with the expected reply time and tag the conversation.

    Office hoursisoutside
    Say when we'll reply
    Tag conversation: after-hours
  3. Step 3

    Turn it on and watch the inbox

    Runs are visible on the conversation. Everything the workflow does not close lands in Unassigned for a person.

    Reply outside office hours
    Live128 runs
    Last run 4 minutes ago, on Emma's chat
The basics

What is customer service automation?

Software that handles the repeatable part of support on its own: greeting, asking what a message is about, routing it, tagging it, saying when someone will reply, and answering the questions your content already covers.

The judgment stays with people. A good automation makes the first minute of every conversation the same, so the team spends its time on the part that is different. Four terms carry the whole thing.

Trigger
The event that starts a workflow: a new chat, a message, a page visit, an assignment, a ticket raised. Sellio has eleven.
Rule
A condition on the message, channel, subject, page URL or office hours. Every rule has to hold before the workflow runs.
Action
What it does: send, ask, tag, prioritise, assign, note, close, snooze, wait, raise a ticket. Eighteen, chained in any order.
Branch
A fork on a keyword or on the button a customer tapped, so one workflow can take different paths.

Related guides

FAQ

Automation questions

No. Workflows are built on a canvas from triggers, rules and actions, with no code anywhere.

  • Pick a trigger, such as a new website chat or a conversation being assigned.
  • Add rules so it runs only when the message, channel, subject, page URL or office hours match.
  • Chain actions: send a message, ask with buttons, tag, set priority, assign, raise a ticket, close.
  • Start from a template and adjust it, rather than from a blank canvas.

The builder is described on the chatbot builder page.

Still have a question? Contact us or browse the docs.

Automate the routine. Keep people for the judgment.

A workflow builder that greets, routes, tags and raises tickets, and an inbox that gets the rest.

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