Automations Overview

Automations are how Omniflow runs your operation when no human is watching. They’re if-this-then-that rules that fire on conversation events, ticket changes, scorecard outcomes, or schedules — assigning, tagging, escalating, alerting, or calling external systems.

What you can automate

Automation type	Examples
Routing	Assign by skill, tier, language, sentiment, time of day.
SLA	Set response and resolution targets per priority and channel.
Business hours	Pause SLA timers outside office hours; auto-acknowledge after-hours.
Notifications	Slack/email/SMS alerts on breach, outlier, escalation.
Wrap-up	Auto-tag, auto-summarize, auto-create tickets after resolution.
Custom	Any rule you can express as triggers + conditions + actions.

Routing rules SLA & business hours Notifications

How a rule runs


Trigger ─→ Conditions ─→ Actions

Stage	Examples
Trigger	`conversation.created`, `ticket.status_changed`, `scorecard.created`, `every monday 9am`
Condition	`channel == voice`, `priority >= high`, `customer.tier == gold`, `agent.team == EMEA`
Action	`assign to`, `set priority`, `add tag`, `notify slack`, `call webhook`, `transfer`

A rule can have multiple conditions (AND) and multiple actions. Actions run in order; failures don’t stop subsequent actions unless you mark them as required.

A worked example

Goal: Gold-tier customers get routed to the senior team during EMEA hours, and trigger a Slack alert if SLA is at risk.


Trigger: conversation.created
Conditions:
  - customer.tier == gold
  - conversation.channel in [voice, chat]
  - businessHours("EMEA") == true
Actions:
  1. Assign to team "EMEA Senior Support"
  2. Set priority "High"
  3. Set SLA "tier-gold-sla"
  4. Tag with "tier-gold"
  5. Notify #cs-vip with "Gold customer {{contact.name}} just opened a conversation"

Rule order

Rules evaluate in order. The first matching rule wins for any single trigger event — but you can mark a rule as continue to let later rules also evaluate.

Pattern	When
Stop on match (default)	One rule should handle this fully — most routing.
Continue	Layering — e.g. always tag, then route.

Test rules in Test mode before activating. Test mode evaluates the rule against the last 100 conversations and shows you what would have happened.

Audit and rollback

Every rule fire is logged with the triggering event, the conditions evaluated, the actions taken, and the outcome. The audit log is searchable by rule, time, agent, and customer.

If a rule misfires:

Pause the rule.
Review the audit log.
Fix the conditions.
Re-enable.

Rules vs agent tools

Both can take actions. The difference:

Rules fire on events and don’t reason. Fast, predictable, deterministic.
Agent tools are called by the LLM during a conversation. Flexible, situational, non-deterministic.

Use rules for the things that should always happen on an event. Use tools for the things the agent should decide whether to do.

Open in Omniflow

Open Automations

If you want to…	Go to
Build a routing rule	Routing Rules
Set SLA targets	SLA & Business Hours
Send a Slack alert	Notifications