# Simple Automation Examples for Chat and Email in Robylon

Ready-to-copy simple automations: close inactive chats after a reminder, alert your team about slow replies, and tag and route emails.

> Source: https://www.robylon.ai/docs/simple-automations/examples
> Section: Automation

These examples show common simple automations set up step by step. Copy them as they are, or change the times and messages to suit your team.

Create each one from **Settings → Workflows & AI Agents → Simple Automations → Add an Automation**. For what each field means, see [Create a simple automation](https://www.robylon.ai/docs/simple-automations/create).

## How do I close a chat after the customer goes quiet, with a reminder first?

Use one automation with the **When a customer has been unresponsive** trigger, then send a reminder, wait, and close the chat. If the customer replies at any point, the remaining steps are cancelled and the chat stays open.

For example, after 5 minutes of silence the customer gets a reminder, and 10 minutes after that the chat is closed.

<Steps>
  <Step title="Set the basics">
    Name it "Nudge, then close inactive chats". Choose Group **Chat** and add the **Robylon Chat** channel. Choose **Start from scratch**.
  </Step>
  <Step title="Set the trigger">
    Choose **When a customer has been unresponsive**. Set **Handled By** to **Human Agents**, **Chat Status** to the statuses you want to cover (for example waiting on customer), and **Unresponsive for** to 5 mins.
  </Step>
  <Step title="Step 1: send the reminder">
    Add **Send a message** with **Send Reply**: "Are you still there? Reply here if you need anything else."
  </Step>
  <Step title="Step 2: wait">
    Add **Snooze** for 10 minutes.
  </Step>
  <Step title="Step 3: close the chat">
    Add **Change status** and choose **Closed**. Optionally add a final **Send a message** before it: "We haven't heard from you, so we're closing this chat. Message us any time to start again."
  </Step>
  <Step title="Publish">
    Click **Publish**.
  </Step>
</Steps>

Things to know:

* **Build it as one automation.** Two separate unresponsive automations on the same channel (one to remind, one to close) do not chain reliably. Only one runs for each silence.
* **Chats handled by the bot:** set **Handled By** to **Bot** to cover chats with your AI agent. This works while a workflow or AI agent is waiting for the customer's reply. If you want both, select both options.
* **Human agents:** the minimum wait is 2 minutes for chats handled by human agents. For these chats, the automation only watches website chats (Robylon Chat) that are less than 3 days old.
* **CSAT:** closing the chat this way counts as a normal close, so any close actions still run, including the CSAT survey unless your [CSAT preferences](https://www.robylon.ai/docs/csat/forms#when-is-the-survey-sent) skip it.


## How do I tell customers when their conversation is resolved?

Use the **When a human agent changes the chat status** trigger.

| Part | Setting |
| --- | --- |
| Group and channel | **Chat**, your chat channels |
| Trigger | **When a human agent changes the chat status**, status **Resolved** |
| Step | **Send a message** → **Send Reply**: "Your conversation has been marked as resolved. Reply here if you need anything else." |

## How do I hand over to a human when the AI limit is reached?

Use the **When the AI limit is exhausted in a conversation** trigger. It needs an AI agent to be running on the chat.

| Part | Setting |
| --- | --- |
| Group and channel | **Chat**, your chat channels |
| Trigger | **When the AI limit is exhausted in a conversation** |
| Step 1 | **Send a message** → **Send Reply**: "Let me connect you with a member of our team." |
| Step 2 | **Handover to Group** → **A specific group**, your support group |

## How do I alert the team when an agent has not replied?

Use the **When an agent has been unresponsive** trigger to catch chats that are waiting on your team.

| Part | Setting |
| --- | --- |
| Group and channel | **Chat**, **Robylon Chat** |
| Trigger | **When an agent has been unresponsive**, for example 10 minutes, during the group's working hours only |
| Step 1 | **Send a message** → **Add a note**: "Customer waiting for more than 10 minutes." |
| Step 2 | **Handover to Group** → **Same group**, to reassign to another available agent |

Working hours come from the group's [business hours](https://www.robylon.ai/docs/human-users/business-hours).

## How do I tag and route billing emails?

Use the **When a ticket is created** trigger with a condition on the subject.

| Part | Setting |
| --- | --- |
| Group and channel | **Email / Tickets**, **Email** |
| Trigger | **When a ticket is created** |
| Condition | Subject contains "invoice" **OR** subject contains "billing" |
| Step 1 | **Add tag** → `billing` |
| Step 2 | **Assign to group** → your billing team |

## How do I send promotional emails to spam?

| Part | Setting |
| --- | --- |
| Group and channel | **Email / Tickets**, **Email** |
| Trigger | **When a ticket is created** |
| Condition | Subject contains "newsletter" **OR** "promo" **OR** "unsubscribe" |
| Step | **Mark as Spam** |

Put this automation first in **Manage Execution Order**, so it runs before your other ticket automations.