Automation is a set of Triggers and Actions. It makes the integration of most processes possible - for instance, automations can perform Actions the moment a voice recording is completed, they create a ticket with every incoming or outgoing call, they trigger push notifications, etc.

You find the global Automations here:

Global Automations are called "global" because they apply to all processes that meet the parameters defined in the Automation.

That sounds rather theoretical, but you already know what Automations are: in the last chapter we introduced you to our local Automations. They work similarly to global Automations. Check out this link, you'll see that we defined an Automation with the Action "Queue Leave" on a local call flow module.

The difference between local and global Automation is easily explained: while the global Automation applies to a general Event, like "Call finished", the local one will only fire if a process (for instance a call) is running through a call flow module with that Automation locally installed.

In this chapter, we concentrate on the functionality of global Automations. Once you understand them it will be easy for you set up local Automations as well.

Automations always follow the same setup:

• Label: you enter any name for your Automation
• Priority: the Automation with the highest priority of the same Automation type is firing first. This means, give the Automation that should fire first the highest priority
• Select the Event (we'll explain them in detail in section 1.1.)
• Choose the Action you want to happen (see section 1.2)
• Select a Trigger (we'll learn details in section 2)
• Fill out more details (these depend on the Action you select and will only appear after an Action was selected)

Now that you know how Automations are set up it's time to give you an idea of what Automations and Actions actually are and do. In the next section, 1.1, we will introduce you to the different Automation types. Have fun!