Relayby Switch Labs
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Automation Recipes

Ready-to-use automation templates for common scenarios.

Assignment Automations

Round-Robin Assignment

Name: Round-robin new tickets
Trigger: Ticket created
Conditions: Status = Open
Actions:
  - Assign to team (round-robin)

Tag-Based Routing

Name: Route billing tickets
Trigger: Tag added
Conditions: Tag = "billing"
Actions:
  - Assign to billing@team.com

VIP Handling

Name: VIP priority boost
Trigger: Ticket created
Conditions: Tag contains "vip"
Actions:
  - Set priority = High
  - Notify @vip-team

SLA Automations

Urgent Response Warning

Name: Urgent SLA warning
Trigger: 1 hour since created
Conditions:
  - Priority = Urgent
  - Status = Open
  - No agent reply
Actions:
  - Notify assigned agent
  - Add tag "sla-warning"

Escalate Breached Tickets

Name: Escalate SLA breach
Trigger: 4 hours since created
Conditions:
  - Priority = Urgent
  - Status = Open
  - No agent reply
Actions:
  - Set priority = Urgent
  - Assign to manager
  - Add tag "escalated"

Status Automations

Auto-Pending After Reply

Name: Pending after agent reply
Trigger: Agent replied
Conditions: Status = Open
Actions:
  - Set status = Pending

Reopen on Customer Reply

Name: Reopen on reply
Trigger: Customer replied
Conditions:
  - Status = Resolved
  - OR Status = Closed
Actions:
  - Set status = Open
  - Notify assigned agent

Auto-Close Stale Tickets

Name: Close abandoned tickets
Trigger: 7 days since updated
Conditions:
  - Status = Pending
Actions:
  - Set status = Closed
  - Send closing email

Notification Automations

Slack Alert for Urgent

Name: Slack urgent alert
Trigger: Ticket created
Conditions:
  - Priority = Urgent
Actions:
  - Send Slack message to #urgent

Manager Escalation Alert

Name: Escalation notification
Trigger: Tag added
Conditions: Tag = "escalated"
Actions:
  - Email manager
  - Slack to #escalations

Customer Experience

Welcome New Customers

Name: First ticket acknowledgment
Trigger: Ticket created
Conditions:
  - Customer total tickets = 1
Actions:
  - Add tag "new-customer"
  - Send welcome template

Satisfaction Follow-up

Name: CSAT request
Trigger: Status changed
Conditions:
  - New status = Resolved
Actions:
  - Wait 24 hours
  - Send satisfaction survey

Import These Recipes

  1. Go to Automations
  2. Click Import Template
  3. Select recipe
  4. Customize as needed
  5. Enable

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