> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/automations.md).

# Automations

Automate repetitive tasks and never miss important actions again. ClearFeed automations allow you to respond to requests, escalate issues, and keep your team organized without manual effort.

## Why use Automations

Automations help your team:

* Reduce manual work and repetitive tasks
* Escalate urgent requests automatically
* Send automated emails from authenticated senders
* Keep internal teams aligned and informed
* Trigger external actions like ticket creation or Okta actions or HubSpot actions
* Pass values from one action to later actions, such as using a webhook response in a follow-up message
* Use AI to extract information or respond to requests

## How Automations Work

Every automation has four simple parts:

| **When**                         | **If**             | **Wait**         | **Then**     |
| -------------------------------- | ------------------ | ---------------- | ------------ |
| Trigger                          | Conditions         | Delay            | Actions      |
| *Request created, updated, etc.* | *Optional filters* | *Optional pause* | *What to do* |

**Real Example:** When a request contains "urgent" then send Slack alert to #support-team

## Quick Start: Create your first Automation

Let's build a simple automation to send a "follow-up reminder" if a request is pending for 24 hours.

* Create Automation: Navigate to **More → Automate → Create Automation**
* Set Up the Rule
  * **Name:** "Follow-up Reminder"
  * **Description**: "Automation to send message to Assignee when request has been pending for 24 hours"
  * **When (Trigger):** Request Updated
  * **If (Condition):** Status is "Pending"
  * **Wait (Delay):** 24 hours
  * **Then (Action):** Send message to assignee
* Activate: Map to your collections and enable the toggle.

### Complex Automation Examples

Real-world scenarios that combine multiple conditions and actions:

#### 🚨 Escalation Automation

**Scenario:** Auto-escalate high-priority requests during business hours

```
Name: "Priority Escalation"
Trigger: Request Created
Conditions: 
- Priority is "High"
- Trigger time is inside business hours
- Channel is one of ["#support", "#urgent"]
Actions:
1. Set Field: Assignee to Naveen
2. Send Message to Slack Channel #escalation-management:
    "🚨 High priority request needs attention: {{request.web_url}"
```

## Automation Guide

Explore details for building and managing automations:

### [Automation Configuration](/clearfeed-help-center/clearfeed-helpdesk/automations/automation-configuration.md)

Learn how to set up the **When**, **If**, and **Wait** components:

* Choose Your Trigger
* Add Conditions
* Set Delays and invariance rules
* Set up Recurring Automations

### [Automation Actions](/clearfeed-help-center/clearfeed-helpdesk/automations/automation-actions.md)

Discover everything you can automate with the **Then** component:

* Webhooks (including capturing response variables)
* Set Field actions
* Messaging actions
* Email actions
* Ticket creation
* AI actions & auto-fill fields
* Okta and HubSpot actions

### [Automation Management](/clearfeed-help-center/clearfeed-helpdesk/automations/automation-management.md)

Learn how to:

* Map Collections
* Add dynamic parameters
* Monitor execution logs
* Troubleshoot issues


---

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