Automations assist you in standardizing recurring processes in your inbox. In the Automations section in the workspace settings, two types are available:
Comment automations, configured per channel using AI;
Rule-based automations, which automatically trigger specific actions within individual tickets based on keywords.
Info: In order to access the workspace-settings you need permissions as “workspace manager”. In case you don’t have this permission, please contact your Swat.io administrator.
Opening automations
Open the settings by clicking your username in the bottom left corner and select "settings" from the menu.
If you have the required permissions in Swat.io, you will see the workspace section in the left menu.
Click on the tab “Automations”.
Comment automations
Comment automations are configured per channel and apply to all tickets within that channel. The following settings are available:
AI for sentiment analysis
The AI analyzes the tone of the comment and automatically sets the sentiment as positive 😊, neutral 😐 or negative 😞.
Positive: Friendly, supportive or praising
Neutral: Factual, unclear or neither positive nor negative
Negative: Critical, dismissive or generally negative
If no clear sentiment can be assigned, none will be set.
AI for marking comments as "read"
Comments that do not require a response are detected by the AI and automatically marked as read – for example pure expressions of agreement or words of thanks. The setting can be restricted to specific time frames (during or outside office hours).
AI for hiding comments
Inappropriate content is detected by the AI and automatically hidden - such as insults, swear words or hate speech. Factual criticism is not hidden. Optionally, a passive mode is available, where the AI only suggests hiding without acting automatically. A time frame can also be configured here.
Mark comments as read for media-only content
Posts consisting exclusively of images, videos or GIFs are automatically marked as read.
Mark comments as read for mentions, emojis or punctuation
Messages containing only @mentions, emojis or punctuation will automatically be marked as read.
Important: This feature is based on artificial intelligence. Any AI may produce errors or inaccuracies and therefore we recommend reviewing its results on a regular basis. Our team is continuously working to improve its functionality and accuracy.
Rule-based automations
Rule-based automations check incoming posts, comments and messages for defined keywords and then automatically trigger specific actions – such as assigning, tagging or deleting – making your workflows simpler and more efficient.
Tip: Use the placeholder keyword * to apply an automation to all content within a channel.
Managing automations
Overview: Displays all automations of a channel.
Order: Drag and drop to change the sequence, as actions are checked in order.
Status: Enable or disable using the switch on the right.
Actions: Edit (pencil icon) or delete (trash can icon).
Add new automation
Select the channel and click Add automation.
Assign a name to your automation.
Decide whether it should run always, during business hours, or outside business hours.
Define keywords for automation
Enter one or more words and confirm pressing "return".
You can search within posts, comments, private messages or all content.
Search types
Full text: Exact match of the whole phrase to be confirmed by pressing "return". In the comment to be flagged may only be this one phrase.
Partial word: For example the search term “coffee” also returns “coffeehouse”.
Single word: Matches only the word itself to be confirmed by pressing "return".
Info: Keywords are detected regardless of upper or lower case and also within @handles.
Define actions to be performed
Select one or more actions to be executed when a match is found.
Actions available for all channels:
Suggest action (AI-based)
Notify (team members)
Mark as read
Assign to team member
Mark ticket with a star
Set sentiment (positive / neutral / negative)
Add tag(s)
Channel-specific actions:
Facebook: Like, Hide, Delete
Instagram: Hide, Delete
YouTube: Hide, Delete
LinkedIn: Like
Automatic replies:
Set up a message which Swat.io sends as a private message.
Facebook
Instagram
X
WhatsApp
Email
Time frame for automation:
Always;
During office hours;
Outside office hours.
Check executed automations
In the ticket view, you’ll see an indicator when an automation has been triggered.
Hover over the symbol to view details such as the triggered keyword and the executed actions.
