Overview

This article provides a concise summary of all the available conditions and their actions to build automation for views, SLAs and reports.

Information

When building automation, views, SLAs, or custom reports, you have a vast array of options for defining your criteria, as well as for telling Kayako what to do with any conversations that match. Those criteria-defining options are called 'Conditions,' and the instructions for Kayako are called 'Actions.'

Having such a massive variety of options does give you a lot of power and flexibility, but it can also be easy to get a little lost. So we put this article together as a guidebook.

Below you'll find two reference tables. The first lists every condition available, as well as which Kayako structures they can be used in. The second gives you a rundown of all the actions you can choose from when building triggers or monitors.

Conditions you can choose from

The table below lists all of the terms available when building automation, views, and SLAs. Hover over the condition name for a description of how it works.

CONDITION	TRIGGER	MONITOR	VIEW	SLA	REPORT
CONVERSATION-BASED CONDITIONS
[Status] Match the status of the conversation.
[Priority] Match the priority of the conversation. Note: When building SLAs, you'll set your targets according to conversation priority.
[Type] Match the type of conversation.
[Team] Match the team the conversation is assigned to.
[Assignee] Match the specific agent the conversation is assigned to.
[Requester] Match the requester of the conversation.
[Organization] Match the organization of the conversation (the requester's organization).
[Tags] Match the conversation's tags.
[Subject] Match the subject of the conversation.
[Brand] Match the conversation's brand.
[Form] Match the form the conversation uses.
[Source channel] Match the channel through which the conversation was created.
[State] Match whether the conversation is active or trashed.
[Satisfaction status] Match whether the satisfaction survey has been 'sent,' 'not sent' or 'received.'
[Satisfaction rating] Match the satisfaction rating of a conversation.
[Satisfaction comment] Match the contents of a comment left during a satisfaction rating.
[Reopen count] Match the total number of times the conversation has been reopened (after having been set to 'Completed').
[Agent reply count] Match the total number of posts made by agents in the conversation (excluding private notes).
[Requester reply count] Match the total number of posts made by the requester in the conversation.
[Reply count] Match the total number of replies in the conversation, from agents or the requester.
[Assignee changes] Match the number of times this conversation has been moved between different assignees.
[Team changes] Match the number of times this conversation has been moved between different teams.
[Time since the last update] Match the amount of time since the conversation was last updated, by anyone or anything.
[Time since conversation created] Match the amount of time since the communication was first established.
[Time since latest update by requester] Match the amount of time since the requester's most recent update to the conversation.
[Time since latest update by assignee] Match the amount of time since the agent assigned to the conversation made any kind of update (reply, note, or field update).
[Time since requester last received a response] Match the amount of time since the requester last received a reply. If the requester is a customer, this will exclude private notes (which are only visible to agents). If the requester is an agent, this will include private notes.
[Time since the conversation was first assigned] Match the amount of time since the communication was first assigned to an agent.
[Time spent in current status] Match the amount of time the conversation has spent in its current situation.
[Time since completed] Match the amount of time since the conversation happened set to the 'Completed' status.
[Last active user] Match the user who last updated this conversation.
[Last active user role type] Match the role type of the user who last updated the conversation.
[Conversation created] Date on which the conversation was created.
[Conversation last updated] Date on which the conversation was last updated.
[Conversation completed] Date on which the conversation was marked 'Complete'.
[Custom conversation fields] Match the value of any custom conversation fields you've created.
CONDITION	TRIGGER	MONITOR	VIEW	SLA	REPORT
SLA-BASED CONDITIONS
SLA. Match the SLA that currently applies to the conversation.
SLA breached. Match whether the conversation has breached any of its SLA deadlines.
Time to next breach. Match the time to the nearest SLA deadline.
Time since last breach. Match the time since the most recent breach of an SLA deadline.
First response time remaining. Match the time remaining until the SLA's first response deadline.
Reply time remaining. Match the time remaining until the SLA's next reply deadline.
Resolution time remaining. Match the time remaining until the SLA's resolution deadline.
CONDITIONS FOR CONVERSATION EVENT-BASED TRIGGERS
Conversation event type. Match the type of conversation event — update, creation, or either.
Conversation updated during. Match whether the event occurred during business hours, as determined by the team the conversation belongs to.
Current user's  role type. Match the role for the user who created or updated the conversation.
Current user. Match the specific user who created or updated the conversation.
CONDITIONS FOR CONVERSATION POST-BASED TRIGGERS
New Message Type. Match whether the conversation update included conversation post — either a reply or a private note.
Post contents. Match the contents of the new conversation post.
CONDITIONS FOR TWITTER-ONLY TRIGGERS
Received at. Match the Twitter account the incoming Tweet was received by.
From @handle. Match the @handle of the author of the incoming Tweet.
Likes. Match the number of likes that the incoming Tweet has.
Retweets. Match the number of retweets the incoming Tweet has.
CONDITION	TRIGGER	MONITOR	VIEW	SLA	REPORT
CONDITIONS FOR SYSTEM-ONLY TRIGGERS
SLA target breached. Match the specific SLA deadline that was breached, applicable to conversations updated by an SLA breach event.
CONDITIONS FOR EMAIL-ONLY TRIGGERS
Received at. Match the address (i.e., 'support@support.kayako.com') that the incoming email was received by.
Attachment names. Match the names of any attachments to the incoming email.
Attachment count. Match the number of attachments to the incoming email.
Subject. Match the subject of the incoming email.
Reply-to. Match the address and name of the 'reply-to' recipient of the incoming email, which is sometimes different from the sender.
Sender name. Match the name of the sender of the incoming email.
Sender address. Match the address of the sender of the incoming email.
CC recipients. Match the addresses and/or names of any recipients that were CC'd on the incoming email.
BCC recipients. Match the addresses and/or names of any recipients that were BCC'd on the incoming email.
Raw message headers. Match anything in the raw message headers. This field is useful if you want to search or match for any specific email headers and values.
CONDITIONS FOR MESSENGER-ONLY TRIGGERS
Page URL. Match the URL where the Messenger conversation began.
CONDITIONS FOR FACEBOOK-ONLY TRIGGERS
Received at. Match the Facebook page the incoming message was received by.
REQUESTER-BASED CONDITIONS
Role type. Match the role type of requester.
Timezone. Match the requester's timezone.
Language. Match the locale of the requester, such as en-US.
Primary email. Match the requester's primary email address.
Twitter followers. Match the number of followers the requester has on their primary Twitter account (if they have connected their Twitter account to their Kayako account).
Twitter account verified. Match whether the requester had connected a Twitter account to Kayako.
Tags. Match the requester's tags.
[custom user fields] Match the value of any custom user fields you've created.
ORGANIZATION-BASED CONDITIONS
Tags. Match the organization's tags.
[custom organization fields] Match the value of any custom organization fields you've created.

Actions you can choose from when building triggers and monitors

Once you've defined a subset of conversations that automation will apply to, you'll then tell Kayako what you'd like it to do with conversations that match your conditions. You'll be able to choose from one or more of the actions below to define the behavior of your automation.

Reference Link

Creating Automations with Triggers and Monitors