At Helpshift, we strive to improve our product to save you time and operating costs so you can deliver a great support experience for your customers. Today we are announcing Time-Based Automations, a new feature that will give you the ability to run Automations on any open Issue. This new functionality will allow you to maintain SLAs, escalate priority Issues, and follow up with users automatically. Time-Based Automations run in real time and can operate in a matter of hours, minutes, and even seconds.
The power of Time-Based Automations allows you to build more advanced workflows. With these new Automations, your Agents can focus on solving Issues, instead of spending time doing repetitive work. They’ll also spend less time on each Issue and resolve more Issues per hour, which results in overall cost savings for your staff.
How are customers using Time-Based Automations?
Maintaining SLAs for Omnichannel
- Establish SLAs and rules based on channel (mobile vs web) and customer (VIP vs free)
- Send Autoreplies when customers are waiting for too long
- Autoreply and close Issues in minutes and hours for improved efficiency
Scaling for Live Chat
- Reduce long wait times and improve SLAs for your customers
- Redistribute chats among backup Agents to maintain SLAs
- Close abandoned chats when the user is non-responsive
Escalating High Priority Issues
- Notify Supervisors and Admins if high priority Issues are tagged
- Automatically reassign Issues to Supervisors
- Alert other team members when SLAs are not met for these Issues
Alert Supervisors and Admins of Backlog
- Notify team members if there are backlogs on certain Queues
How are Time-Based Automations different from New Issue Automations?
With this feature release, we’ve classified Automations into two categories: New Issue Automations and Time-Based Automations. New Issue Automations only run when new Issues are created, and Time-Based Automations can only run on open Issues.
Most customers will use a New Issue Automation upon Issue creation followed by one or more Time-Based Automations.
For example, you can create a rule for routing VIP users to a specific Queue using a New Issue Automation, and make sure your SLA is met using a Time-Based Automation. First, a New Issue Automation would categorize the Issue as VIP and assign to a VIP Queue. The Time-Based Automation would then check to make sure that those VIP Issues are responded to within 45 seconds. If it they haven’t been responded to, then they’ll be tagged and reassigned to an Escalation Queue.
Organizing your Time-Based Automations
It’s important that you consider the timing and order of your Time-Based Automations. The Automations will run in order, starting from top of the list moving to the bottom, so it’s important to ensure that there are no conflicting Time-Based Automations. Tip: Focus on adding the right Issue Filters to make your Time-Based Automations as specific as possible—this way you will reduce the chance of having them conflict or run on the wrong Issue.
Can I still do Autoreply and Auto-resolve Automations?
Yes, you can! You can decide whether a Time-Based Automation only replies to an Issue or whether it replies to and resolves the Issue. If you’d like to first send an Autoreply, wait a few hours, and then send an Autoreply and Autoresolve Automation, you can do that as well. Just remember to order them properly with the Autoreply Automation listed higher in the Time-Based Automation list.