Status Automations
Status Automations keep your workflows organized and your SLAs accurate by automatically updating a thread’s status when key actions occur — like a reply, a resolution, or an approval. They reduce manual work, prevent missed updates, and ensure both your team and your customers always see an accurate reflection of a thread’s progress.
How It Works
Status Automations listen for specific triggers — such as user replies, contact responses, or completed approvals — and automatically update the thread’s status. This helps maintain consistency, provides visibility across your team, and ensures timely transitions without manual input.
Status Change Mappings
After My First Reply
Action: Set thread to [status] after my first reply
When a user sends their first reply to the contact, this automation updates the thread’s status to indicate active work has started.
This ensures SLAs begin correctly and the customer can see that progress is underway.
When a Contact Replies to a Closed Thread
Action: Set thread to [status] when a contact replies to a closed thread
If a contact replies to a thread that’s already closed, this automation can reopen it to make sure follow-ups aren’t missed.
If left unset, the thread will either follow PSA logic or remain unchanged.
When TimePad Entry Has a Resolution Flag
Action: Set thread to [status] when a TimePad entry has a resolution flag
When a TimePad entry is submitted with the resolution flag enabled, the thread can close automatically.
This keeps your SLAs accurate and ensures tickets are marked as resolved as soon as the resolution is recorded.
When a Contact Replies to Threads Mapped to the “Waiting” Group
Action: Set thread to [status] when a contact replies to threads mapped to the status group Waiting
This automation ensures that any customer reply to an active thread moves it back to a visible, “customer replied” state — helping teams respond quickly to ongoing conversations.
When an Approval is Pending
Action: Set thread to [status] when an approval is pending
When an approval request is initiated, the thread automatically moves to a designated “awaiting approval” status.
This keeps pending items clearly visible to all team members.
When an Approval is Finished
Action: Set thread to [status] when an approval is finished
When an approval request is completed — whether approved, declined, or canceled — the thread automatically updates to reflect completion.
This ensures organized visibility across approval workflows.
Magic Agents Automations
Magic Agents can also trigger automated status changes as part of AI-powered workflows. These automations help blend human and AI-driven processes seamlessly.
When Triage Agent Begins Working on a Thread
Action: Set thread to [status] when Triage Agent begins working on a thread
Updates the thread to indicate the Triage Agent has started automation work.
When Triage Agent Completes Automation Work and Exits
Action: Set thread to [status] when Triage Agent completes automation work and exits a thread
Automatically transitions the thread to indicate triage has been completed and is ready for review or next steps. This applies when the Triage Agent escalates a thread, times out, or a custom intent runs.
When a Contact Confirms Resolution During Triage
Action: Set thread to [status] when a contact confirms resolution while Triage Agent is engaged on a thread
When the contact confirms their issue is resolved, this automation can close the thread automatically, ensuring clean and accurate closure tracking.
Status Groups
Status Groups define how related statuses behave and enable two-step closing workflows. Each board can have multiple groups that organize statuses by purpose or workflow stage.
Waiting Group
Statuses in this group represent threads where your team is awaiting or wants to be notified of a reply. When a contact replies to a thread in this group, the system will update the status according to the rule defined above.
This ensures replies stay visible and clearly marked for action without reopening the thread.
Done Group
Statuses in this group represent threads that are completed or closed.
Automations tied to resolution flags or confirmations usually map to a status in this group.
Best Practices
- Configure automations per board — settings don’t carry over between boards.
- Use consistent naming for statuses to simplify mapping and reporting.
- Ensure each status group has at least one mapped status for automations to work.
- Combine automations with TimePad entries for more accurate SLA tracking.
- Review automation results periodically to make sure transitions still align with your workflow.
