When building automations, views, SLAs, or custom reports you have a huge array of options for defining your criteria, as well as for telling Kayako what to do with any conversations that match. Those criteria-defining options are called 'Conditions', and the instructions for Kayako are called 'Actions'.
Having such a huge variety of options does give you a lot of power and flexibility, but it can also be easy to get a little lost. So we put this article together as a guidebook.
Below you'll find two reference tables. The first lists every condition available, as well as which Kayako structures they can be used in. The second gives you a rundown of all the actions you can choose from, when building triggers or monitors .
Conditions you can choose from
The table below lists all of the conditions available when building automations, views, and SLAs. Hover over the condition name for a description of how it works.
| CONDITION |
TRIGGER |
MONITOR |
VIEW |
SLA |
REPORT |
| CONVERSATION-BASED CONDITIONS |
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| Status Matches the status of the conversation. |
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| Priority Matches the priority of the conversation. NOTE: When building SLAs, you'll set your targets according to conversation priority. |
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| Type Matches the type of the conversation. |
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| Team Matches the team the conversation is assigned to. |
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| Assignee Matches the specific agent the conversation is assigned to. |
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| Requester Matches the requester of the conversation. |
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| Organization Matches the organization of the conversation (the requester's organization). |
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| Tags Matches the conversation's tags. |
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| Subject Matches the subject of the conversation. |
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| Brand Matches the conversation's brand. |
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| Form Matches the form the conversation uses. |
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| Source channel Matches the channel through which the conversation was created. |
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| State Matches whether the conversation is active or trashed. |
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| Satisfaction status Matches whether the satisfaction survey has been 'sent', 'not sent', or 'received. |
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| Satisfaction rating Matches the satisfaction rating of a conversation. |
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| Satisfaction comment Matches the contents of a comment left during a satisfaction rating. |
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| Reopen count Matches the total number of times the conversation has been reopened (after having been set to 'Completed'). |
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| Agent reply count Matches the total number of posts made by agents in the conversation (excluding private notes). |
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| Requester reply count Matches the total number of posts made by the requester in the conversation. |
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| Reply count Matches the total number of replies in the conversation, from agents or the requester. |
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| Assignee changes Matches the number of times this conversation has been moved between different assignees. |
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| Team changes Matches the number of times this conversation has been moved between different teams. |
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| Time since last update Matches the amount of time since the conversation was last updated, by anyone or anything. |
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| Time since conversation created Matches the amount of time since the conversation was first created. |
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| Time since latest update by requester Matches the amount of time since the requester's most recent update to the conversation. |
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| Time since latest update by assignee Matches the amount of time since the agent assigned to the conversation made any kind of update (reply, note, or field update). |
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| Time since requester last received a reply Matches the amount of time since the requester last received a reply. If the requester is a customer, this will exclude private notes (which are only visible to agents). If the requester is an agent, this will include private notes. |
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| Time since conversation was first assigned Matches the amount of time since the conversation was first assigned to an agent. |
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| Time spent in current status Matches the amount of time the conversation has spent in its current status. |
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| Time since completed Matches the amount of time since the conversation was set to the 'Completed' status. |
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| Last active user Matches the user who last updated this conversation. |
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| Last active user role type Matches the role type of the user who last updated the conversation. |
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| Conversation created Date on which the conversation was created. |
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| Conversation last updated Date on which the conversation was last updated. |
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| Conversation completed Date on which the conversation was marked 'Complete'. |
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| [Custom conversation fields] Matches the value of any custom conversation fields you've created. |
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| CONDITION |
TRIGGER |
MONITOR |
VIEW |
SLA |
REPORT |
| SLA-BASED CONDITIONS |
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| SLA Matches the SLA that currently applies to the conversation. |
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| SLA breached Matches whether the conversation has breached any of its SLA deadlines. |
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| Time to next breach Matches the time to the nearest SLA deadline. |
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| Time since last breach Matches the time since the most recent breach of an SLA deadline. |
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| First response time remaining Matches the time remaining until the SLA's first response deadline. |
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| Reply time remaining Matches the time remaining until the SLA's next reply deadline. |
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| Resolution time remaining Matches the time remaining until the SLA's resolution deadline. |
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| CONDITIONS FOR CONVERSATION EVENT-BASED TRIGGERS |
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| Conversation event type Matches the type of conversation event — update, creation, or either. |
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| Conversation updated during Matches whether the event occurred during business hours, as determined by the team the conversation belongs to. |
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| Current user's role type Matches the role for the user who created or updated the conversation. |
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| Current user Matches the specific user who created or updated the conversation. |
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| CONDITIONS FOR CONVERSATION POST-BASED TRIGGERS |
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| New post Matches whether the conversation update included conversation post — either a reply or a private note. |
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| Post contents Matches the contents of the new conversation post. |
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| CONDITIONS FOR TWITTER-ONLY TRIGGERS |
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| Received at Matches the Twitter account the incoming Tweet was received by. |
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| From @handle Matches the @handle of the author of the incoming Tweet. |
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| Likes Matches the number of likes that the incoming Tweet has. |
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| Retweets Matches the number of retweets the incoming Tweet has. |
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| CONDITION |
TRIGGER |
MONITOR |
VIEW |
SLA |
REPORT |
| CONDITIONS FOR SYSTEM-ONLY TRIGGERS |
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| SLA target breached Matches the specific SLA deadline that was breached, applicable to conversations updated by an SLA breach event. |
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| CONDITIONS FOR EMAIL-ONLY TRIGGERS |
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| Received at Matches the address (i.e. 'support@support.kayako.com') that the incoming email was received by. |
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| Attachment names Matches the names of any attachments to the incoming email. |
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| Attachment count Matches the number of attachments to the incoming email. |
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| Subject Matches the subject of the incoming email. |
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| Reply-to Matches the address and name of the 'reply-to' recipient of the incoming email, which is sometimes different from the sender. |
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| Sender name Matches the name of the sender of the incoming email. |
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| Sender address Matches the address of the sender of the incoming email. |
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| CC recipients Matches the addresses and/or names of any recipients that were CC'd on the incoming email. |
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| BCC recipients Matches the addresses and/or names of any recipients that were BCC'd on the incoming email. |
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| Raw message headers Matches anything in the raw message headers. This field is useful if you want to search or match for any specific email headers and values. |
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| CONDITIONS FOR MESSENGER-ONLY TRIGGERS |
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| Page URL Matches the URL where the Messenger conversation began. |
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| CONDITIONS FOR FACEBOOK-ONLY TRIGGERS |
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| Received at Matches the Facebook page the incoming message was received by. |
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| REQUESTER-BASED CONDITIONS |
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| Role type Matches the role type of the requester. |
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| Timezone Matches the requester's timezone. |
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| Language Matches the locale of the requester, such as en-US. |
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| Primary email Matches the requester's primary email address. |
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| Twitter followers Matches the number of followers the requester has on their primary Twitter account (if they have connected their Twitter account to their Kayako account). |
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| Twitter account verified Matches whether the requester has connected a Twitter account to Kayako. |
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| Tags Matches the requester's tags. |
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| [custom user fields] Matches the value of any custom user fields you've created. |
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| ORGANIZATION-BASED CONDITIONS |
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| Tags Matches the organization's tags. |
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| [custom organization fields] Matches the value of any custom organization fields you've created. |
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Actions you can choose from when building triggers and monitors
Once you've defined a subset of conversations that an automation will apply to, you'll then tell Kayako what you'd like it to do with conversations that match your conditions. You'll be able to choose from one or more of the actions below to define the behavior of your automation.
| ACTION |
DESCRIPTION |
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| Conversation: Status |
Change the conversation status. |
| Conversation: Priority |
Increase, decrease, or a assign a particular priority to the conversation. |
| Conversation: Type |
Change the conversation type. |
| Conversation: Assignee |
Assign the conversation to an agent. |
| Conversation: Tags |
Add, remove, or replace tags on the conversation. |
| Conversation: Team |
Assign the conversation to a team. |
| Conversation: Send satisfaction survey |
Send a satisfaction survey to the requester. |
| Notification: Email a user |
Send an email to a user. You'll have the chance to add a subject and body for the email. |
| Notification: Email a team |
Send an email to an entire team. You'll have the chance to add a subject and body for the email. |
| Flow control: Stop notifications |
Prevent any default notifications from sending as a result of this conversation update. |
| Flow control: Stop processing other rules |
Stop Kayako from checking this conversation against any additional automations. |
| [Endpoint] |
Send information to an endpoint you've defined. You'll have the chance to specify message or payload details, depending on the endpoint type. |
| [Custom field] |
Set a value for a custom field you've defined. |
Kelly O'Brien