How to know which automation was triggered in a ticket

When to use

You want to audit which automations ran in a specific conversation
A ticket behaved unexpectedly (tag, assignment, status, or field changed on its own) and you want to find out which rule caused it
You are validating if a newly created automation is firing as expected

Prerequisites

Access for agent, administrator, or CX Engineer to Cloud Chat
The conversation you want to investigate open on the screen

About this article

Whenever an automation executes an action in a conversation, Cloud Chat logs this in the ticket timeline as an activity message (those gray lines). These messages show the name of the rule that ran in the format Automation System (automation name) — so, it is possible to identify which automation was triggered directly within the ticket.

How to identify the automation that ran

Step 1 — Make sure activity messages are visible

Automation actions appear as activity messages (in gray) on the timeline. If you hid these messages at some point, the preference is saved in your profile and they do not appear.

To show them again, click the eye icon in the conversation action bar (at the top). Full step-by-step: How to show or hide activity messages in the conversation.

Hiding/showing only affects the display — all activities continue to be recorded. When redisplaying, the entire history appears in chronological order.

Step 2 — Locate the "Automation System" messages

On the timeline, look for activity messages that start with Automation System. The name in parentheses is the automation that triggered, and the text describes the executed action. Examples:

Assigned to ClaudiA FAQ by Automation System ([Cloud Humans] Trigger for Assignment)

Automation actions that generate activity messages include agent/time assignment, status change (resolve/reopen), custom attribute modification, and tag addition.

The activity message shows the exact moment the action occurred. Cross-reference this time with the rule’s event (Conversation Created, Message Created, Conversation Updated, or Conversation Opened) to confirm why it triggered there.

Notes

If you do not find any Automation System messages, it indicates that no automation ran in that conversation — review the conditions and event of the rule to understand why it did not trigger.
When more than one rule modifies the same fields with the same event, there can be overwrites. Avoid conflicts between automations to facilitate tracking. More details at: How to manage automations in Cloud Chat
To understand the order in which events trigger rules: How events trigger automations in Cloud Chat