Automations can help you and your organization do more, automatically. You can use them to:
- Assign Work
- Do Work Automatically
- Integrate Servis.ai to other systems or processes.
User Permissions: Only Administrators can create automations.
In this tutorial, we will cover the following topics:
Navigate to Automations
Go to Settings > Advanced > Automations.
Create a New Automation
To get started, click the 'Add Automation' button.
Let's go through all of the fields in the Automation creation panel.
Start
When you create a new automation it starts with the settings for the "Start" panel.
1. Name
Give your automation a name.
2. App
Choose the application you'd like to apply the automation to from the dropdown.
3. Trigger
Now you will specify when this automation should be triggered. The following table describes each trigger option available in this step.
| TRIGGER | DESCRIPTION |
| On App Action | As soon as you click the App Action Button, the automation will be triggered. |
| After Create | As soon as you create a new record on the specified App, the automation will occur. |
| After Create / Update | Combines the 'After Create' and 'After Update' triggers into a single one. Recommended when a single automation needs to consider both scenarios. |
| After Update | When a change in the selected field is detected, the automation will take place. |
| On Webhook | Requires Webhook. The automation will occur as soon as the Webhook gets triggered. |
| Schedule Field | It is used for scheduling periodic automation runs based on system fields with date and time stamps. Fields like "Created", "Updated", or "Due Date" |
To learn more about App Actions, please visit the following tutorial:
App Actions
4. Fields
For triggers that involve an 'Update', you must select one or more fields that will activate the automation when they are updated and meet the specified conditions (if applicable). The available fields will correspond to the App selected earlier.
Conditions
Depending on the chosen trigger, you can add conditions to control when the automation runs. For this example, with the "After Create/Update" trigger, you can set specific conditions that must be met before the automation executes.
You can also create conditions that will stop the automation from running. Click on the "End" action in the left pane to create the conditions.
Triggers and their Available Conditions
| Trigger | Available Conditions |
| On App Action |
|
| After Create |
|
| After Create/Update |
|
| After Update |
|
| On Webhook |
|
| Schedule Field |
|
The specified rules operate inclusively, meaning all defined conditions must be met for the automation to trigger or conclude. To customize your automation, simply click 'Add Conditions' and configure your set of rules accordingly.
The operators will vary according to the type of field selected. Here is the list of those available:
| Operator | Description | Availability (field type) |
| Is, Is Not, Exists, Does not Exist |
The selected value is included (IS) or excluded (IS NOT) from the filter results. The value (Exists) or (Does not Exist).
|
|
| <=, >= |
Less Than or Equal To; Greater Than or Equal To, will return records that fall above or below the selected value. |
|
| Between |
This will return all the records that fall between a given range of numbers or a range of dates. |
|
| Period |
Returns the records for a specified period, such as Last Week or This Month. |
|
| Relative |
From X to X days, months, or years. |
|
| After / Before |
All the records fall before or after the specified date. |
|
Add Actions
To incorporate actions into your automation:
- Click the plus sign (+) in the right-hand pane to access the Actions menu.
- Define the specific actions that should occur when your previously set conditions are met.
- Choose from a variety of action types to suit your automation needs.
- Combine multiple actions or use a single action, depending on your requirements.
Note: The actions will always run in order from top to bottom.
Action Types
Here are the types of actions you can choose from:
Email Task
This action creates a task to send an email.
Note: When creating an automation to send an email, the App you are applying the automation to must have a Primary Contact Reference Field and Contact Email Reference Join Field. This allows the automation to know what Contact and email address to send the email to.
For example, to set up an automation that emails a customer when a project is marked as "Completed" in your Projects App, ensure the following:
-
Primary Contact Reference Field:
- This field links each project to an existing customer.
-
Contact Email Reference Join Field:
- This field stores the customer's email address.
These fields are essential for the automation to identify and contact the appropriate customer upon project completion.
Phone Task
Creates a task to make a phone call.
Text Task
Creates a task to send a text message.
Todo
Creates a record on a to-do list.
Wait
If you're using multiple actions, Wait lets you specify an amount of time before the next action is performed.
Create Record
Create a record in an application of your choosing.
Update Record
Update a record in an application of your choosing.
Custom Code
Add custom code to create more complex actions within your automation.
Send Email
Send an email automatically by choosing from an existing email template.
Send Text
Send a text message automatically by choosing an existing template. You will also need to choose a sender and a recipient's phone number.
Slack Alert
This action lets you send messages through your Slack channels.
Assign Record
You can quickly assign Leads, Contacts, Accounts, Deals, Tickets, and more using the "Assign Record" automation.
First, select Assign Record as your action and then select the Rules button to create your assignments and conditions (you can create multiple conditions and assignments).
You can also automate App record assignments using Round Robin rules. First, select Assign Record as your action and then select the Round Robin button and pick the members you want the Round Robin to use.
Email WebForm
You can email any saved webforms you've created in Servis.ai. To learn more about webforms see the following article.
Add Note
AI Assist
This action adds a new section called AI Lead Score to the Activity Timeline of any record from the selected app. It is best set up to trigger through an App Action on the record's Detail Page. Follow these steps to configure it:
By default, the trigger is always an App Action that we will configure afterwards.
Name (Required) - Select a name for the action.
Assistant Type - Servis.ai supports the Lead Scoring assistant type, which analyzes leads—commonly used for Contacts and Accounts—to determine their potential value. This analysis helps assess whether pursuing the lead is worthwhile and suggests the best course of action based on the assistant’s evaluation.
App - Select the App that will receive the assistant's evaluation.
Record - There are two modes available here. Clicking on the blue text "From Static Value" allows you to select a specific record to trigger the automation using its app action. However, by default, it is set to "Triggering Record" because the app action on the Detail Page applies to all records, meaning the record that triggers the app action will also initiate the automation.
Once the configuration for the automation is complete, we must create the app action as follows:
Go to Settings > Apps > [Selected App] and on the App Actions tab, click Add App Action.
In this modal, you can name the action and add an Action Hint, which is the text displayed when hovering over it, don't forget to place it on the Detail Page, you can do it wherever you want but we recommend the Detail Page to ensure consistency.
It is essential to set the Type as Automation, allowing you to select the automation you just configured. Once selected, the setup is complete.
Additionally, you can add conditions or customize user feedback from this menu to further tailor the action’s behavior. If you want to learn more about App Actions, visit this article.
Now you can see it in action!
The result depends on the information contained on the specific record.
Generate Document
The Create Task action allows you to generate and assign a new task as part of an automated process. Within this action, you can:
- Define the task type to categorize it appropriately.
- Assign the task to a specific team member or role.
- Configure notifications to ensure the assigned person receives an alert about the new task.
Name - Select a descriptive name for the task.
Task Type - The dropdown allows you to select the type of task to be assigned. The available options are determined by the settings in your Task App configuration. To modify or add new task types, follow these steps:
- Navigate to Settings > Apps > Tasks.
- Locate the Task Type section.
- Manage the available task types according to your needs.
For more details on configuring task types, refer to Tasks.
Create Task
Schedule Meeting
Find Record
The Find Record action allows you to target a single record across all apps in your Servis.ai instance.
To configure this action, follow these steps:
Name (Required) – Enter a name for the action.
App (Required) – Choose the app where the record is located.
Choose the Record ID (Optional) – Use the dropdown menu to select a specific record by its ID.
Filter (Optional) – Allows you to override the default Sort configuration of your selected app. This feature lets you refine how records are selected by applying specific filters or custom sorting rules.
- Filter – Apply a condition to narrow down the records based on specific criteria.
- Sort – Define how the records should be ordered before selecting the first matching entry.
If you configure the filter and sorting as follows:
- Filter: Selects only records where the Lead Stage is set to Partner.
- Sort: Arranges the filtered records by Created in ascending order (oldest first).
Pattern (Optional) – Allows you to input a specific value to retrieve the first record that matches it. This functions similarly to the Search feature in the List View, helping you quickly locate a specific record.
- Enter a value in the Pattern field.
- The system searches for a record that matches the input.
- The first matching record is selected.
You can customize how search results are prioritized by adjusting the Search settings:
- Navigate to Settings > Apps > [Your Selected App].
- Open the General tab.
- Locate the Search section to modify preferences.
If you enter "Adam" in the Pattern field, the system will automatically select the first record that matches "Adam" based on your app's search settings.
Special Considerations
If you didn't selected an ID, Filter or Pattern, the action will default to the first record in the List View.
- For example, if you select Contacts as your app but do not choose a specific ID, the system will automatically select the first contact in the All Contacts List View.
How is the First Record Determined?
The order of records in the List View depends on your Sort configuration in the app settings. To adjust this:
- Navigate to Settings > Apps > [Your Selected App].
- Open the General tab.
- Locate the Sort section to view or modify the sorting preferences.
By customizing this setting, you can control which record appears first when no specific ID, Filter or Pattern is selected.
Practical Use Case
The Find Record action plays a crucial role in webform automation by ensuring that incoming leads are assigned to the appropriate manager based on predefined criteria. Here’s how it works:
-
Webform Submission
- A user fills out a webform, providing key details such as Name, Last Name, Country, Industry, and other relevant fields.
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Record Creation
- Upon submission, an automation process generates a new record in the system using the provided data.
-
Find Record Activation
- The Find Record action is triggered to locate a suitable manager based on the submitted information.
- For example, if the Industry field contains "Technology," the system searches for a manager responsible for technology-related leads.
- Filters and sorting rules can be applied to refine the search, ensuring the correct manager is assigned.
-
Assignment & Notification
- Once the appropriate manager is identified, the system assigns the lead to them.
- A follow-up action then sends a notification, informing the manager of their new assignment.
Webhook
Action Settings
When you select an action in the left pane the settings for that action will appear in the right.
The settings will be different depending on the type of actions you've selected. In the example above, the "Send Email" action is chosen. In the settings, the following options are available:
- Name: Define the name of this step in the automation.
- Step: Specify the step number or sequence within the automation.
- Email Template: Select a pre-defined email template.
- From: Choose who the email will be sent from.
- To: Define the recipient, which is set to "Work Email" by default.
- Cc: Optionally add recipients to be copied, with an option to pull from a contact field.
- Attachment: Attach a file to the email.