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The TruCom platform Automations
A little less routine. More room to help.

Let the routine steps take care of themselves.

Give repeat work a consistent next step. Use rules to route requests, update details and notify the right people when something needs attention.

Get started with TruCom Try a rule

The right request. The right person.
A next step you don’t have to repeat.

AutomationsInteractive example
A useful place to start

Get billing requests
to Billing.

Rule preview
  1. When this happensA ticket is created
  2. If all conditions match
    Ticket tagscontains billing
    Has an assigneeis No
  3. Then take these stepsAssign to Chidi · Billing

    Set priority to High

    Notify the assigned teammate

Choose an example ticket

Tag: billing · Assignee: unassigned

See which actions the rule would take.

Product example. Test the sample tickets to see planned actions without changing a workspace.

01 Start with a real event.02 Be clear about what matches.03 Leave a useful record.
Make your process easier to follow

You know the next step.
Give it a rule.

The same small decisions come up throughout the day: who should own this, what needs attention, which detail should change? Set out the steps once, so your team can spend more time on the request itself.

01 / When

Choose the moment.

Start with an event your team already understands: a new ticket, a customer message, a change in ownership or a service target coming due.

02 / If

Define what matters.

Narrow the rule with conditions such as status, priority, tags, department or channel. Choose whether all conditions must match or any one is enough.

03 / Then

Set the next steps.

Choose the actions available for that event. Assign the work, update a detail, add a private ticket note or send an internal notification. Actions run in the order you set.

Built around the work you already do

Small rules.
A more considered day.

A rule can help a request find its owner, bring waiting work back into view or give a service issue a clear next step. Start with one repeat task your team would be glad to hand over.

Tickets → The right department

“Billing can take
it from here.”

Ada’s invoice request should reach someone who can help. A rule checks the ticket’s tags and ownership, then passes the work to Billing with a clear priority.

Explore Tickets
Example rule
When
Ticket tags change
If all
Tags contain billing
Has an assignee is No
Then
Assign to Chidi in Billing
Set priority to High
Notify the assigned teammate

Clear ownership, without another manual handoff.

Product examples. Choose the event, conditions and supported actions that fit your workspace.

The timing should make sense

Some steps can happen now.
Others need a little time.

Route a new request as it arrives, or add a delay before a rule runs. Conditions are checked against the current record when execution begins, so changed circumstances can stop a rule from taking action.

Time-based ticket rules can watch for inactivity or a ticket that has remained resolved. Service-target events give your team another way to notice work that is due soon or overdue.

A closer look at Tickets
A reminder with a reasonProduct example
  1. Last public reply

    “I’ve asked the team to check.”

    The ticket is Waiting Internally.

  2. 24 hours without a public reply

    Time to look again.

    The rule checks that the ticket still matches.

  3. A useful next step

    A private reminder for the owner.

    Check progress before the customer has to ask.

Ticket inactivity is measured from the last public reply, or creation if there hasn’t been one.

Understand what happened

A rule should leave
more than a guess.

Open a run to see its condition checks and action results. A completed run shows what changed. A skipped run shows why nothing needed to happen. If a step fails, the record shows where it stopped.

Rule activityProduct example
Completed

Billing has the request.

Both conditions matched. The rule assigned the ticket, updated its priority and notified the teammate.

Billing ticket · Example run
Condition checks
Tags contain billingMatched
Has an assignee is NoMatched
Action results
Assign to Chidi · BillingCompleted
Set priority to HighCompleted
Notify assigned teammateCompleted

Activity also distinguishes queued, running and blocked runs, so your team can follow the rule’s progress.

Start small. Keep a clear view.

Make the rule useful
before making it part of the day.

A good rule should be easy for the next teammate to understand. Give it a clear name, test it against a real record and review the planned actions before enabling it.

Test

Check the match first.

A dry run evaluates a selected workspace record and shows the actions it would take. It records the test without executing those actions.

Review

Keep the steps readable.

Use a small set of conditions and actions with a clear purpose. Review the results when your team’s process changes.

Control

Pause when you need to.

Enable or disable a rule as your needs change. Disabled rules stop taking new work, and queued runs check that the rule is still enabled before proceeding.

Duplicate-event checks and loop protection help keep related rules from repeating the same work in a chain.

One process, across your support

Keep the next step
close to the work.

Rules draw on the events and context already in TruCom. Connect routine decisions to conversations, tickets, feedback and service updates without making your team carry every step by hand.

Shared inbox

Help the message
find its person.

Respond to customer messages and conversation changes with assignment, priority and status actions.

Feature requests & roadmap

Give new ideas
a clear next step.

Use feedback events and conditions to assign an owner, change priority or status, or notify someone who should review the request.

Status & monitoring

Bring service issues
to the right people.

Use incident, monitor and maintenance events to notify the team. Incident rules can also create or reuse a linked urgent ticket.

Before you build your first rule

A few things
you might be wondering.

Do I need to write code?

No. Choose a supported trigger, add conditions and select the actions in the automation editor. The available fields and actions follow the type of record the rule works with.

What can start a rule?

Supported triggers include ticket and conversation activity, customer changes, satisfaction responses, feedback activity and service events. Time-based ticket triggers cover inactivity and time since resolution.

Can a rule check more than one condition?

Yes. Combine conditions and choose whether all of them must match or any one is enough. Use comparisons such as equals, contains, empty and numeric thresholds where the field supports them.

Can we test a rule before enabling it?

Yes. Run a test against a selected record in your workspace. The result shows the condition checks and planned actions without performing those actions. The test is recorded separately as a dry run.

What happens if the request changes during a delay?

The rule checks current conditions when execution starts. If the record no longer matches, the run is skipped. A queued run is also skipped if its rule has been disabled.

Can automations send a customer reply?

The notification action sends an internal notification to a supported audience, such as the assignee, workspace managers or a selected teammate. Your team handles customer correspondence through the inbox and tickets. For knowledge-based customer answers, explore the AI support agent.

How do we know why a rule didn’t run?

Review the execution record for condition results, action results and any failure or blocking reason. Access and run allowances follow your workspace’s plan.

TruCom Automations

Give your team
one less thing to remember.

Start with a routine task. Turn the next step into a rule.

Create your workspace Explore the platform