Automation Schedulers

Execute jobs based on whether the case is inbound or outbound.

• From the drop-down, select either Case is inbound or Case is outbound.

Execute jobs based on who the current inbox assignee is.

• From the drop-down, select an agent's name.

Execute jobs based on the status of the case or message (depending on the trigger).

• Select a status from New, Open, Pending, Escalated, Resolved, or Closed.

Execute jobs based on whether the last case status update is older or newer than the defined age. If this is a message-based trigger, it executes based on where the message is located.

1. From the drop-down, select either Is older or Is newer.
2. In the first field, enter a number of days greater than or equal to zero.
3. In the middle field, enter a number of hours between zero and 23.
4. In the last field, enter a number of minutes between zero and 59.

Executes jobs based on when the case was last assigned to a routing queue. If this is a message-based trigger, it executes based on where the message is located.

1. From the drop-down, select either Is older or Is newer.
2. In the first field, enter a number of days greater than or equal to zero.
3. In the middle field, enter a number of hours between zero and 23.
4. In the last field, enter a number of minutes between zero and 59.

Executes jobs based on how long the case or message has been waiting with no response from the agent.

• Enter the number of minutes in the field.

Executes jobs based on the content of the message. Use the following criteria to define a pattern that the message must match to trigger the job:

• Select It does not match if you want the job to trigger for messages that do not match the defined pattern.
• Select Use regex if you are defining regex patterns.
• Select Case sensitive if your patterns are case-sensitive and you did not select Use regex.
• Select one or more option to define what part of the message to consider when matching the patterns. Your options are Search in message content, Search in content of text-based plugin, and Search in subject.
• In the Enter any string fields, enter either regular expressions (regex) or text to define the patterns to use for this condition.

Execute jobs based on whether the case or message is assigned to an agent inbox or still waiting in the queue.

• From the drop-down, select either The case is assigned in the agent inbox or The case is waiting in the queue.

Execute jobs based on the content of a message. By default, it will look for matches to whatever you enter.

1. Click Define Content. This opens a new page.
2. If you want to exclude content of a message, select It does not match.
3. If you want to use more complex searches, select Use regex.
4. If you want your search to match the case of what you enter, select Case sensitive. This cannot be used with regex.
5. Select Search in message content, Search in content of text based plugin (used for bot A software application that handles customer interactions in place of a live human agent. messages or rich content Elements in digital messaging such as buttons, images, menus, and option pickers.), Search in subject, or a combination of the three.
6. Enter what you want the condition to search for in the field. You can use more than one field to make your search as specific as possible.
7. Click Save. This redirects you to the trigger detail page.

Execute jobs if the number of inbound messages in the case matches the set criteria.

1. From the drop-down, select one of the following operators:
   • Lower than
   • Lower than or equal
   • Equals
   • Greater than or equal
   • Greater than
2. Enter a number of messages. This value cannot be negative.

Execute jobs if the number of outbound messages in the case matches the set criteria.

1. From the drop-down, select one of the following operators:
   • Lower than
   • Lower than or equal
   • Equals
   • Greater than or equal
   • Greater than
2. Enter a number of messages. This value cannot be negative.

Execute jobs based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false). This condition works for contact center triggers, proactive triggers, and schedulers.

• Enter the URL that returns the result of your rule.

Execute jobs based on the script you write in Primi language. This condition works for contact center triggers, proactive triggers, and schedulers.

Executes jobs during or outside of specified time frames.

1. Click Select. This opens a new page.
2. Select a radio button to Include selected days and times or Exclude selected days and times.
3. From the drop-down, select Day of the week or Date range.
4. For Day of the week, select the checkbox for any day that should be a part of the condition.
5. For Date range, type or use the pop-up calendar to select a start and end date.
6. Use the Choose time slot options to specify times of day for this condition.
7. Click Save. This redirects you to the trigger detail page.

Jobs can process up to 500 contacts at a time. If you need to process more, have the job run more than once per day at different times.

Execute jobs if it has been a defined timeframe since the end user last modified the case.

1. From the drop-down, select Is older or Is newer.
2. In the first field, enter a number of days. This value cannot be negative.
3. In the second field, enter a number of hours from 0-23.
4. In the third field, enter a number of minutes from 0-59.

Executes jobs excluding all cases that originate from a specific post ID. This is useful to filter out comments on a post that you want to route to a different queue.

1. Enter a post ID. If including multiple IDs, separate them with commas.
2. Click Save.

Executes a job based on subject. In this case, any subject that does not include what you specify triggers the job.

1. Enter any value in the field. Separate multiple values using commas.
2. Click Save.

Executes a job based on tags attached to the message. In this case, any message that does not have the tags you specify triggers the job.

1. Click Choose Tag. This opens a new page.
2. Select the checkbox for any tags a message should not have for the trigger to fire.
3. Click Save. This redirects you to the trigger detail page.

Executes jobs based on tags on cases. Any case that does not have the tags you specify triggers the job.

1. Click Choose Tag. This opens a new page.
2. Select the checkbox for any tags a case should not have for the trigger to fire.
3. Click Save. This redirects you to the trigger detail page.

Executes jobs based on a specified post ID. In this case, any case that includes at least one specified post ID is included.

1. Enter a post ID. If including multiple IDs, separate them with commas.
2. Click Save.

Executes a job based on sentiment. In this case, any message that is marked with the sentiments you specify triggers the job.

• Select the checkbox for Negative, Neutral, or Positive sentiment, or any combination of the three.

Executes a job based on subject. In this case, any subject that includes the specified values triggers the job.

1. Enter any value in the field. Separate multiple values using commas.
2. Click Save.

Executes jobs based on tags on cases. Any case that has the tags you specify triggers the job.

1. Click Choose Tag. This opens a new page.
2. Select the checkbox for any tags a case should have for the trigger to fire.
3. Click Save. This redirects you to the trigger detail page.

Executes jobs based on when the message was created.

1. From the drop-down, select Is older or Is newer.
2. In the first field, enter a number of days. This value cannot be negative.
3. In the second field, enter a number of hours from 0-23.
4. In the third field, enter a number of minutes from 0-59.
5. Click Save.

Execute jobs according to whether the message is inbound or outbound.

• From the drop-down, select Message is inbound or Message is outbound.

Executes jobs based on whether an inbound message has been replied to.

• From the drop-down, select The message has a reply or The message doesn't have a reply.

Executes jobs based on a probability percentage. This condition works for contact center triggers, proactive triggers, and schedulers.

1. Use the slider to select a percentage. 100% means the job executes every time. 0% means the job never executes.
2. Click Save.

Executes jobs based on the size of the routing queue.

• Enter the maximum number of cases a routing queue can have for this condition to apply.

Executes jobs based on the routing queue.

1. Click Choose Queue. This opens a new page.
2. Select the checkbox for any routing queues that should fire the trigger.
3. Click Save. This redirects you to the trigger detail page.

Executes jobs based on the last time a satisfaction survey was sent. Any jobs in this workflow that would be run during this time frame are skipped.

• Enter the number of days for the grace period.