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Automation Engine: Workflow Setup & Configuration

Introduction

The Automation Engine lets you set up rules that automatically execute actions when certain events happen. Instead of manually sending emails or updating fields, OutSmart does it for you.

Automation Structure: Trigger → Condition → Action

Every automation has three parts:

  • EVENT (Trigger): Work order created, Status changed, Work order completed
  • EVALUATE (Condition): Check if field = value, Check if date is before/after, Check if status matches
  • EXECUTE (Action): Send email notification, Update field value, Create system notification, Trigger other automations

Available Triggers

Available Actions

Setting Up Your First Automation

Example: Auto-Send Completion Email to Customer

Goal: When a work order is completed and submitted, automatically email the customer a confirmation.

Step 1: Access Automation Engine

  1. Go to Backoffice → Settings → Automation (or Automations)
  2. Click New Workflow or Create Automation

Step 2: Set the Trigger

  1. Select Trigger: Work Order Completed
  2. This automation will fire whenever a technician submits a work order

Step 3: Add Conditions (Optional)

  1. Click Add Condition
  2. Condition: Work Type (dropdown)
  3. Operator: Equals
  4. Value: Installation (or any specific type you want to target)
  5. This means: Only trigger for Installation work, not all work

Step 4: Set the Action

  1. Click Add Action
  2. Action Type: Send Email
  3. Recipient: Customer Email (automatic field, pulls from WO customer record)
  4. Email Template: Select or create a template (e.g., Work Completed Confirmation)

Step 5: Name and Activate

  1. Give the automation a clear name: Auto-Email Customer on Installation Complete
  2. Toggle Active to ON
  3. Click Save

Step 6: Test

  1. Create a test work order matching your conditions
  2. Have a technician submit it
  3. Verify the email was sent
  4. Adjust if needed

Common Automation Examples

1. Auto-Confirm Appointment
Trigger: Work Order Created | Action: Send Email to Customer with job date/time and technician name

2. Escalate Overdue Work
Trigger: Scheduled Time (daily at 8 AM) | Condition: Due Date is Before Today AND Status is NOT Compleet | Action: Create Notification for Manager

3. Notify Manager of High-Priority Work
Trigger: Work Order Created | Condition: Priority = Emergency OR High | Action: Create Notification for Manager

Best Practices

  • Start simple: Build one automation first (e.g., completion email), test, then add more
  • Use meaningful names: Auto-Email Customer on Work Complete is better than Automation 1
  • Test before activating: Create test data matching your conditions and verify the action happens
  • Avoid duplicate automations: If two automations have the same trigger/condition, you will get double emails
  • Review quarterly: Check if automations are still needed or if conditions should change