Automation & Workflows — Support That Runs Itself
Trigger-condition-action rules, business hours, SLA timers and one-click macros eliminate repetitive work — so your team stays lean and fast as volume grows.
Features/Automation & Workflows
As support volume grows, the repetitive work grows with it: tagging, routing, chasing SLAs, sending the same replies. Automation removes that drag so your team spends time on customers, not admin.
LiveBotIQ lets you define rules that run automatically — assign by content, escalate on SLA breach, apply macros in a click. Combined with BotIQ handling the routine tier, automation keeps quality high while your headcount stays flat.
What you get
Automation rules
If-then rules that auto-assign, label or reply based on message content, channel or customer attributes.
Business hours & SLA
Configure business hours per inbox; SLA timers auto-escalate breaches and notify managers before customers feel it.
Agent capacity routing
Set max concurrent chats per agent so new conversations route only to people with room to help.
Macros & quick actions
One-click macros perform multiple steps at once — assign, label, reply and resolve in a single action.
How it works
1. Define triggers & conditions
Pick what starts a rule — a new message, a keyword, a channel, a customer attribute — and the conditions that must match.
2. Set the actions
Assign, label, reply, escalate or notify. Chain multiple actions into a single automated step.
3. Let it run and refine
Rules run automatically on every matching conversation. Review outcomes and tune conditions over time.
Frequently asked questions
How is automation different from BotIQ?
BotIQ answers customer questions with AI. Automation handles operational routing and process — assignment, labelling, SLA escalation, macros. They complement each other: BotIQ resolves conversations, automation orchestrates them.
Can I enforce SLAs?
Yes. Set business hours and SLA targets per inbox; timers auto-escalate breaches and notify managers so response commitments are met.
Do I need to code to build automations?
No. Rules are built with a trigger-condition-action model in the UI. Developers can go further with the API and webhooks if they want.
What are macros?
Macros bundle several actions into one click — for example assign to a team, add a label, send a canned reply and resolve — so agents handle common cases instantly.
See Automation & Workflows in action
Built-in AI agent, free human live chat, 12+ channels. 7-day BotIQ trial, no credit card.
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