Wix Answers Help Center
Using Spotter to Automate Tasks
Use Spotter to automate the tedious tasks that need to be done when common support scenarios occur. Spotter tracks real-time events across your entire support platform, then performs specified actions. Choose from several pre-made Scenarios, then customize their conditional "If" triggers and resulting "Then" actions.
Note:
- By default, the "Take care of tickets pending for too long" Scenario is enabled in your account and set to close tickets that have been pending for 3 days.
- When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed.
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.
Learn more about:
Saving and Activating Scenarios
Choose a pre-made Scenario, customize the "If" conditions and "Then" actions, then save and activate it. You can save and activate as many Scenarios as you need.
To save and activate a Scenario:
- Click the Spotter icon
in the side panel on the left. - Click the Pre-Made Scenarios tab at the bottom to expand it.
- (Optional) Click the relevant filter next to Filter by to fine-tune your list of pre-made Scenarios.
- Select the relevant pre-made Scenario:
- Call Center:
- Reduce callback wait time: Trigger custom actions when a customer waits too long for a callback. Learn more
- Detect calls that are taking too long: Trigger custom actions when a call is in progress for too long. Learn more
- Monitor team member statuses: Trigger custom actions when an agent is in a specific status for too long. Learn more
- Call Center workload alert: Trigger notifications when a certain number of calls have been in a specific status for a set amount of time. Learn more
- Monitor call transfers per team member: Trigger notifications when a team member transfers too many calls within a set time frame. Learn more
- Tag Incomplete calls: Trigger custom actions when calls end with specific Incomplete call results. Learn more
- Reduce Call Center wait time: Trigger custom actions when a call is waiting in a queue for too long. Learn more
- Handle voicemail messages: Trigger custom actions when a caller leaves a voicemail. Learn more
- Handle unanswered callbacks: Create new callback requests if the original callback attempts fail. Learn more
- Delete outdated call recordings: Delete call recordings that have been saved for a set amount of time. Learn more
- Chat:
- Resolve abandoned chats: Trigger custom actions when a customer hasn't responded to an active chat within a certain amount of time. Learn more
- Take care of unattended active chats: Trigger custom actions when team members take too long to respond to active chats. Learn more
- Reduce chat wait time: Trigger custom actions when a chat has been waiting longer than a set time period. Learn more
- Knowledge Base:
- Handle irrelevant Known Issues: Send notifications and create tasks when Known Issue articles have been resolved for a set amount of time. Learn more
- Tickets:
- Reduce delays in ticket handling: Trigger custom actions when a ticket has been in the "Investigating" status for too long. Learn more
- Take care of tickets pending for too long: Trigger custom actions when a ticket has been in the "Pending" status for too long. Learn more
- Escalate tickets that might be stuck: Trigger custom actions when assigned tickets have been in the same status without activity for too long. Learn more
- Reduce ticket back-and-forth: Trigger custom actions when a ticket receives a certain number of team member replies. Learn more
- Ticket Volume Alert for Companies: Send notifications when you have more than a set amount of tickets in a specific status from the same company. Learn more
- Open tickets volume alert: Send notifications to team members or groups when there are more than a set number of Open tickets within a set time frame. Learn more
- Optimizing linking tickets with articles: Trigger custom actions when tickets receive replies from team members without being linked to articles. Learn more
- Handle tickets following changes in priority: Trigger custom actions when a ticket's priority level changes. Learn more
- Monitor customer satisfaction: Trigger custom actions based on a ticket's customer satisfaction survey response. Learn more
- Spot and handle unanswered tickets: Trigger custom actions when a ticket hasn't received a reply within a certain amount of time. Learn more
- Take care of tickets assigned to team members on leave: Trigger custom actions when an Open ticket is assigned to a team member who is on leave. Learn more
- Take care of tickets assigned to deleted team members: Trigger custom actions when a team member is assigned to a ticket, and the team member gets deleted from your account. Learn more
- Notify about ticket assignment: Trigger custom actions when tickets are assigned to specific team members or groups. Learn more
- Notify about custom field updates in tickets: Trigger actions when team members update custom ticket fields. Learn more
- Call Center:
- Customize the scenario then click Save & Activate.
Managing Your Saved Scenarios
Filter, sort, or choose another layout from the top right of your Spotter dashboard. You can then edit, activate/deactivate, view source Scenarios and more.
To manage your saved Scenarios:
- Click the Spotter icon in the side panel on the left.
- (Optional) Click the Feature drop-down and select an option to filter your saved Scenarios by feature type: All, Tickets, Knowledge Base, Chat, Call Center, Team Member, or Priority Score.
- (Optional) Click the Sort drop-down and choose an option to sort the list:
- Active first: View Scenarios that are active at the top of the list.
- Oldest first: View Scenarios by the order in which you saved them with the oldest at the top.
- Newest first: View Scenarios by the order in which you saved them with the newest at the top.
- Most used first: View Scenarios that have been used the most at the top.
- Feature: Group Scenarios by the feature type.
- (Optional) Click the Layout drop-down to change the page layout and choose an option: List or Tiles.
- Choose what you want to do:
View or Edit the Scenario
at the top right of the relevant Scenario and select Delete. 
Activate/Deactivate
View details about the Scenario's creation or use
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