The Complete Guide to WordPress Customer Support Automation — From First Ticket to Lifelong Customer
Enhance your customer support automation in WordPress—from ticket routing and AI triage to knowledge base…
We’re excited to announce that Uncanny Automator 4.7 is now available!
This free release of the #1 automation plugin for WordPress adds several new integrations, some useful new features, and a big change for Zoom users. Let’s jump in to the changes.
Jetpack CRM is a very popular CRM plugin for WordPress (now with over 30,000 active installs!) that’s backed by the Automattic team. In our free 4.7 release, we added support for the following:
Those are perhaps the most important basic triggers and actions, and they’re all in our free version. With those new additions, you can do things like the following:
Even more Jetpack CRM support is arriving in a few hours in the Automator Pro 4.7 release!
Our new support for WP All Import is basic so far, but it’s still an important addition. 4.7 includes a new trigger for “a type of post is imported”.
It allows some interesting new use cases, like:
Anyone using our Zoom Meetings and Zoom Webinars integrations will have an associated JWT app on the Zoom side to connect Automator to Zoom. Zoom recently announced that they are deprecating support for JWT apps in June 2023 and that current users must be migrated to their new “Server-to-Server OAuth” app type before then.
Because of this change, Automator 4.7 adds support for this new app type, and we have updated our documentation accordingly. While no immediate action is required, Zoom integration users will need to create a new Server-to-Server Oauth app before next June and change their settings. We will start to add in-plugin reminders early in 2023, then add more visible reminders in the spring for any users that haven’t yet made the change.
The next change is for Pro users only, but the architecture changes are in the free release and it’s a really useful update. Let’s start by explaining the context of this new feature.
A customer reached out to us wanting to run a recipe whenever any course was completed, and when that happened, the user needed to run certain actions that varied depending on the course. That meant conditions were needed, but our conditions required that a matching course be specified. (This example used courses, but applied to any post type.) The user didn’t want to create a recipe for every single course; it would have meant over 100 recipes just to accomplish this one specific thing.
To address that, Automator 4.7 adds the ability to leverage tokens and custom values in conditions. This is a huge change that will allow even more recipe consolidation, and this is what it looks like:
Gravity Forms users, there’s a new trigger for you: An entry for a form is updated. We heard from some users with interesting use cases where admins or other tools would update entries (e.g. in an approval workflow) and they wanted to run recipes based on those updates. Now that’s possible.
MailPoet adds a trigger for “a form is submitted”.
If you like some of our visual aids, we added new integration icons to recipe log pages. This makes it easier to identify which recipes are using which integrations at a glance. Here’s what it looks like:
For several of our input fields in recipes, we’ve seen some customers get confused about what values can be accepted–and we didn’t have logic that blocked invalid entries. An example is the “Number of times” value in triggers, as in “run this recipe if a user has performed this activity X times”. Some of our support tickets showed users entering values like “0” or even negative values because they didn’t understand how it was used, so we have updated a number of fields to only allow valid entries (by setting internal rules for minimum and maximum values). We’re hopeful these changes will result in less confusion.
Last, but not least, our Black Friday sale is coming soon. If you’re not yet a Pro user, make sure to sign up for our mailing list so you’ll get notified as soon as the sale prices are available!
Enhance your customer support automation in WordPress—from ticket routing and AI triage to knowledge base…
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