Automations API

The Automations API manages workflow automation rules that trigger actions based on events, schedules, or webhooks.

Automation Object

{
  id: string;                    // UUID
  organization_id: string;       // UUID of the organization
  name: string;                  // Automation name
  description?: string;          // Description of what this automation does
  trigger_type: string;          // event, time, webhook
  trigger_config: object;        // Configuration for the trigger
  conditions: object[];          // Array of conditions that must be met
  actions: object[];             // Array of actions to execute
  enabled: boolean;              // Whether the automation is active
  created_at: string;            // ISO timestamp
  updated_at: string;            // ISO timestamp
}

Trigger Types

Type	Description
`event`	Triggered by system events (ticket created, status changed, etc.)
`time`	Triggered on a schedule or after a time delay
`webhook`	Triggered by incoming webhook calls

List Automations

Retrieve all automations for the organization.

Procedure: automations.list

Authentication: Required

Input: None

Example:

curl -X GET "https://your-domain.com/api/trpc/automations.list" \
  -H "Cookie: your-session-cookie"

Response:

{
  "result": {
    "data": {
      "json": [
        {
          "id": "uuid",
          "name": "Auto-assign billing tickets",
          "description": "Assign tickets with 'billing' tag to the billing team",
          "trigger_type": "event",
          "trigger_config": {
            "event": "ticket.created"
          },
          "conditions": [
            {
              "field": "tags",
              "operator": "contains",
              "value": "billing"
            }
          ],
          "actions": [
            {
              "type": "assign",
              "config": {
                "assigneeId": "user-uuid"
              }
            }
          ],
          "enabled": true,
          "created_at": "2024-01-01T00:00:00.000Z"
        }
      ]
    }
  }
}

Get Automation

Retrieve a single automation by ID.

Procedure: automations.get

Authentication: Required

Input:

{
  id: string;  // Automation UUID
}

Example:

curl -X GET "https://your-domain.com/api/trpc/automations.get?input=%7B%22id%22:%22automation-uuid%22%7D" \
  -H "Cookie: your-session-cookie"

Response:

{
  "result": {
    "data": {
      "json": {
        "id": "uuid",
        "name": "Auto-assign billing tickets",
        "description": "Assign tickets with 'billing' tag to the billing team",
        "trigger_type": "event",
        "trigger_config": {...},
        "conditions": [...],
        "actions": [...],
        "enabled": true,
        "created_at": "2024-01-01T00:00:00.000Z"
      }
    }
  }
}

Create Automation

Create a new automation rule.

Procedure: automations.create

Authentication: Required

Input:

{
  name: string;                           // 1-200 characters
  description?: string;                   // Optional description
  triggerType: 'event' | 'time' | 'webhook';
  triggerConfig: object;                  // Trigger-specific configuration
  conditions?: object[];                  // Array of conditions (default: [])
  actions: object[];                      // Array of actions to execute
  enabled?: boolean;                      // default: true
}

Example - Event-based Automation:

curl -X POST "https://your-domain.com/api/trpc/automations.create" \
  -H "Content-Type: application/json" \
  -H "Cookie: your-session-cookie" \
  -d '{
    "json": {
      "name": "Escalate urgent tickets",
      "description": "Notify team lead when urgent ticket is created",
      "triggerType": "event",
      "triggerConfig": {
        "event": "ticket.created"
      },
      "conditions": [
        {
          "field": "priority",
          "operator": "equals",
          "value": "urgent"
        }
      ],
      "actions": [
        {
          "type": "notify",
          "config": {
            "channel": "email",
            "recipients": ["lead@company.com"],
            "template": "urgent_ticket"
          }
        },
        {
          "type": "add_tag",
          "config": {
            "tag": "escalated"
          }
        }
      ],
      "enabled": true
    }
  }'

Example - Time-based Automation:

curl -X POST "https://your-domain.com/api/trpc/automations.create" \
  -H "Content-Type: application/json" \
  -H "Cookie: your-session-cookie" \
  -d '{
    "json": {
      "name": "Auto-close resolved tickets",
      "description": "Close tickets that have been resolved for 7 days",
      "triggerType": "time",
      "triggerConfig": {
        "schedule": "0 0 * * *",
        "timezone": "UTC"
      },
      "conditions": [
        {
          "field": "status",
          "operator": "equals",
          "value": "resolved"
        },
        {
          "field": "updated_at",
          "operator": "older_than",
          "value": "7d"
        }
      ],
      "actions": [
        {
          "type": "update_status",
          "config": {
            "status": "closed"
          }
        }
      ],
      "enabled": true
    }
  }'

Response:

{
  "result": {
    "data": {
      "json": {
        "id": "uuid",
        "name": "Escalate urgent tickets",
        "trigger_type": "event",
        "enabled": true,
        "created_at": "2024-01-15T10:30:00.000Z"
      }
    }
  }
}

Update Automation

Update an existing automation.

Procedure: automations.update

Authentication: Required

Input:

{
  id: string;                             // Required, automation UUID
  name?: string;                          // 1-200 characters
  description?: string;
  triggerType?: 'event' | 'time' | 'webhook';
  triggerConfig?: object;
  conditions?: object[];
  actions?: object[];
  enabled?: boolean;
}

Example:

curl -X POST "https://your-domain.com/api/trpc/automations.update" \
  -H "Content-Type: application/json" \
  -H "Cookie: your-session-cookie" \
  -d '{
    "json": {
      "id": "automation-uuid",
      "conditions": [
        {
          "field": "priority",
          "operator": "in",
          "value": ["urgent", "high"]
        }
      ]
    }
  }'

Response:

{
  "result": {
    "data": {
      "json": {
        "id": "uuid",
        "name": "Escalate urgent tickets",
        "conditions": [...],
        "updated_at": "2024-01-15T11:00:00.000Z"
      }
    }
  }
}

Delete Automation

Permanently delete an automation.

Procedure: automations.delete

Authentication: Required

Input:

{
  id: string;  // Automation UUID
}

Example:

curl -X POST "https://your-domain.com/api/trpc/automations.delete" \
  -H "Content-Type: application/json" \
  -H "Cookie: your-session-cookie" \
  -d '{"json":{"id":"automation-uuid"}}'

Response:

{
  "result": {
    "data": {
      "json": {
        "success": true
      }
    }
  }
}

Notes:

This is a hard delete, not a soft delete
Cannot be undone

Toggle Automation

Enable or disable an automation without deleting it.

Procedure: automations.toggle

Authentication: Required

Input:

{
  id: string;       // Automation UUID
  enabled: boolean; // New enabled state
}

Example:

curl -X POST "https://your-domain.com/api/trpc/automations.toggle" \
  -H "Content-Type: application/json" \
  -H "Cookie: your-session-cookie" \
  -d '{"json":{"id":"automation-uuid","enabled":false}}'

Response:

{
  "result": {
    "data": {
      "json": {
        "id": "uuid",
        "enabled": false,
        "updated_at": "2024-01-15T11:00:00.000Z"
      }
    }
  }
}

Trigger Configuration

Event Triggers

{
  event: string;  // Event name to listen for
}

Available Events:

Event	Description
`ticket.created`	New ticket is created
`ticket.updated`	Ticket is updated
`ticket.status_changed`	Ticket status changes
`ticket.assigned`	Ticket is assigned
`ticket.priority_changed`	Ticket priority changes
`conversation.created`	New conversation/reply added
`customer.created`	New customer is created

Time Triggers

{
  schedule: string;   // Cron expression
  timezone: string;   // IANA timezone (e.g., "America/New_York")
}

Cron Format: minute hour day-of-month month day-of-week

Examples:

0 9 * * 1-5 - 9 AM on weekdays
0 0 * * * - Midnight daily
*/15 * * * * - Every 15 minutes

Webhook Triggers

{
  path: string;      // Webhook endpoint path
  method: string;    // HTTP method (POST, GET)
  secret?: string;   // Optional secret for validation
}

Conditions

Conditions determine when an automation should run. All conditions must be met (AND logic).

{
  field: string;     // Field to check
  operator: string;  // Comparison operator
  value: any;        // Value to compare against
}

Operators

Operator	Description	Example
`equals`	Exact match	`{"field": "status", "operator": "equals", "value": "open"}`
`not_equals`	Not equal	`{"field": "priority", "operator": "not_equals", "value": "low"}`
`contains`	Array contains	`{"field": "tags", "operator": "contains", "value": "billing"}`
`not_contains`	Array doesn't contain	`{"field": "tags", "operator": "not_contains", "value": "spam"}`
`in`	Value in list	`{"field": "status", "operator": "in", "value": ["open", "pending"]}`
`not_in`	Value not in list	`{"field": "status", "operator": "not_in", "value": ["closed"]}`
`greater_than`	Numeric comparison	`{"field": "ticket_count", "operator": "greater_than", "value": 10}`
`less_than`	Numeric comparison	`{"field": "ticket_count", "operator": "less_than", "value": 5}`
`older_than`	Time comparison	`{"field": "created_at", "operator": "older_than", "value": "24h"}`
`newer_than`	Time comparison	`{"field": "updated_at", "operator": "newer_than", "value": "1h"}`
`is_empty`	Field is null/empty	`{"field": "assignee_id", "operator": "is_empty", "value": true}`
`is_not_empty`	Field has value	`{"field": "assignee_id", "operator": "is_not_empty", "value": true}`

Actions

Actions are executed when the trigger fires and conditions are met.

{
  type: string;      // Action type
  config: object;    // Action-specific configuration
}

Available Actions

update_status - Change ticket status

{
  "type": "update_status",
  "config": {
    "status": "pending"
  }
}

update_priority - Change ticket priority

{
  "type": "update_priority",
  "config": {
    "priority": "high"
  }
}

assign - Assign ticket to user

{
  "type": "assign",
  "config": {
    "assigneeId": "user-uuid"
  }
}

add_tag - Add a tag to ticket

{
  "type": "add_tag",
  "config": {
    "tag": "escalated"
  }
}

remove_tag - Remove a tag from ticket

{
  "type": "remove_tag",
  "config": {
    "tag": "new"
  }
}

notify - Send notification

{
  "type": "notify",
  "config": {
    "channel": "email",
    "recipients": ["user@example.com"],
    "template": "escalation"
  }
}

send_reply - Auto-reply to ticket

{
  "type": "send_reply",
  "config": {
    "content": "Thank you for contacting us...",
    "internal": false
  }
}

webhook - Call external webhook

{
  "type": "webhook",
  "config": {
    "url": "https://api.example.com/webhook",
    "method": "POST",
    "headers": {"Authorization": "Bearer token"}
  }
}

Example Automations

Auto-categorize by keyword

{
  "name": "Tag billing tickets",
  "triggerType": "event",
  "triggerConfig": {"event": "ticket.created"},
  "conditions": [
    {"field": "subject", "operator": "contains", "value": "invoice"}
  ],
  "actions": [
    {"type": "add_tag", "config": {"tag": "billing"}}
  ]
}

SLA reminder

{
  "name": "SLA breach warning",
  "triggerType": "time",
  "triggerConfig": {"schedule": "*/30 * * * *", "timezone": "UTC"},
  "conditions": [
    {"field": "status", "operator": "in", "value": ["open", "pending"]},
    {"field": "priority", "operator": "equals", "value": "urgent"},
    {"field": "created_at", "operator": "older_than", "value": "2h"}
  ],
  "actions": [
    {"type": "notify", "config": {"channel": "slack", "template": "sla_warning"}}
  ]
}

Auto-assign based on expertise

{
  "name": "Route technical tickets",
  "triggerType": "event",
  "triggerConfig": {"event": "ticket.created"},
  "conditions": [
    {"field": "tags", "operator": "contains", "value": "technical"},
    {"field": "assignee_id", "operator": "is_empty", "value": true}
  ],
  "actions": [
    {"type": "assign", "config": {"assigneeId": "tech-team-lead-uuid"}}
  ]
}