Overview

The Automations module in RepairDesk gives you a flexible, visual way to set up automated flows.

Define triggers, conditions, and actions to control exactly when and how customer and staff communications are sent. Using modular cards for triggers, conditions, delays, and actions, you can create targeted Email and SMS based on certain events within the system.

You can build custom flows from scratch and configure global controls to avoid duplicate messaging, all managed from a single, centralized listing.

With this flexibility, you can maintain consistent customer engagement, reduce manual effort, and ensure timely updates throughout the repair lifecycle.

Where to find the Automations module

1. Log in to your RepairDesk account.
2. From the main menu, navigate to Store Settings > Communication.
3. Click on Automations.
4. You will arrive at the Automations Listing Dashboard, where you can view, create, edit, clone, activate/deactivate, or delete automation workflows.

How to Create an Automation Workflow

Create an automation flow by connecting triggers, conditions, delays, and actions to define what should happen and when.

You can build a flow from scratch and customize each step based on your specific requirements.

1. Select an Automation Trigger

Choose the event that should start your automation flow. Available triggers include:

• Ticket created
• Repair line item changes to status
• Repair line item changes to status type
• Invoice created
• Invoice paid
• Invoice unpaid
• Invoice partial paid

Select the trigger that best matches the event you want to automate.

2. Add Conditions & Logic:

Add conditions to decide when your automation flow should continue. You can set rules based on specific details, such as invoice payment or ticket status.

You can also use a Conditional Split to create two paths (Yes and No) depending on whether the condition is met.

3. Configure Time Delays:

You can also Add Time Delay blocks to pause the workflow for a specified number of hours or days before proceeding to the next step (e.g., wait 3 days before sending a pickup reminder).

4. Set Up Actions:

Choose what the automation flow should do when the trigger and conditions are met. Actions can include sending an Email or SMS.

You can select an existing Email/SMS template or create a new message directly while setting up the action.

5. Configure Advanced Automation Rules:

You can configure advanced settings, for individual automations

• Override Default Notifications: Replace RepairDesk’s built-in notifications with the notifications configured in your automation.
• Run Once per Ticket: Run the automation only once for each ticket, even if the trigger occurs multiple times.
• Skip Recently Texted: Skip sending an SMS if the customer was recently sent a text message.
• Skip Recently Emailed: Skip sending an email if the customer was recently sent an email.
• Quiet Hours: Prevent automated SMS messages from being sent during your specified quiet hours.

6. Email & SMS Templates

In the Email & SMS Templates tab, you can create reusable messages that can be sent to customers through your automations. When creating a template, you can:

• Choose the Channel: Select Email & SMS, SMS only, or Email only. When both channels are selected, you can create separate content for each.
• Select the Module & Audience: Choose the relevant module and specify whether the template is intended for External customers or Internal staff and admins.
• Compose the Content: Add a template name and write your email or SMS message. You can use available macros to automatically add relevant information to your message. For example, use {customer_name} to add the customer’s name, {invoice_no} to include the invoice number, {due_date} for the invoice due date, {total} for the total amount, or {store_name} to include your store name.

Once created, these templates can be selected when configuring an automation and used to send the appropriate communication based on the workflow requirements.

7.Syncing Automations

When you enable the Automations module, a pop-up will appear allowing you to enable the module for other stores. You can select the stores where you want to enable Automations from the list provided in the pop-up.

Similarly, after creating and saving an automation, a pop-up will appear allowing you to sync the automation to other stores. Select the stores where you want to add the automation from the list.

FAQs