Before you build anything, look at what is running already. Gruvi ships with five automations, and four of them are switched on from the start.
Where to find them
- 1Click Skills in the left-hand sidebar.
- 2Open the Your skills tab.
- 3Scroll to the section headed Built into Gruvi.
Each one has a Manage button, where you change how it behaves. You do not install them and you cannot delete them.
The five
- Set up SLA targets
- Response promises applied by policy. This is where your response-time and resolution targets live, and the card tells you how many policies you have and which is the default.
- Close quiet threads
- Resolves threads after a set time without a reply, so the inbox stays honest. Auto-close covers the delay and what it does to the customer.
- Ask for a rating
- Sends the post-chat survey when a thread is resolved, configured per channel. Those scores become your CSAT figures.
- Auto-assign new threads
- Hands each new thread to a teammate as it arrives. Until you turn this on, threads wait unassigned until somebody picks them up.
- Wake snoozed threads
- Brings a snoozed thread back the moment its timer ends, marked unread.
Which are on by default
Four of the five run from the start. Auto-assign new threads is the exception. It arrives paused, because who should receive a thread depends entirely on how your team is organised.
Why this list is worth reading first
Several things people set out to build are already running. Before you write a rule to close old threads, or to ask for a rating, or to chase response times, check this list.
These five are also better than the equivalent rule you would write yourself, because they are wired into the rest of Gruvi. SLA targets feed overdue badges and Insights. A rule you build cannot do that. ---