Automation Rules

Rule anatomy

Automation rules are a simple pipeline: trigger → conditions → actions. Rules run top-to-bottom, and you can stop evaluation when one matches.

name: "High-impact billing escalation"
trigger: ticket.created
if:
  - ticket.tags includes "billing"
  - ticket.priority == "high"
then:
  - assign.team "Ops"
  - notify.webhook "oncall"
  - add.internal_note "Escalated per billing SLA"

Triggers

• ticket.created, ticket.updated, ticket.message_received
• sla.warning, sla.breached
• moderation.case_opened, moderation.action_taken

Conditions

Conditions can reference ticket metadata, form answers, message content, requester attributes, and business-hours windows.

Actions

• Assign ticket owner or team
• Add/remove tags
• Post internal notes
• Send alerts (email, webhook, pager)
• Close tickets (with guardrails)

Testing and dry runs

Use dry runs to preview what a rule would do without performing actions. Dry runs are available in the editor and via the API.

curl -X POST https://api.stavent.gg/v1/automations/dry-run \
  -H "Authorization: Bearer $STAVENT_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"ticketId":"tkt_9f3b...","ruleId":"rule_escalate_billing"}'