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Using Spotter to Automate Tasks

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 f

Spotter Scenario: Reduce Callback Wait Time

Use the "Reduce callback wait time" Spotter Scenario to notify team members when customers wait too long for callbacks. You can add label and queue-based conditions and additional actions that occur when the co

Spotter Scenario: Detect Calls That Are Taking Too Long

Use the "Detect calls that are taking too long" Spotter Scenario to trigger custom actions when calls go over a set time duration. Note:When snoozing tickets, time-related triggers in Spotter do not count the d

Spotter Scenario: Resolve Abandoned Chats

Automatically apply actions when customers don't respond to chats within a set amount of time. With the "Resolve abandoned chats" Spotter Scenario, you decide how long to wait for customers to reply before cust

Spotter Scenario: Take Care of Unattended Active Chats

Use the "Take care of unattended active chats" Spotter Scenario to apply actions when team members take too long to respond to active chats. Choose the amount of time team members have to reply, then set up the

Spotter Scenario: Take Care of Tickets Pending for Too Long

Automatically apply actions on tickets that have been in the Pending status for a specific amount of time. With the "Take care of tickets pending for too long" Spotter Scenario, you determine the time trigger,

Spotter Scenario: Reduce Ticket Back-and-Forth

Use the "Reduce ticket back-and-forth" Spotter Scenario to apply actions to tickets when they receive a certain number of team member replies. This Scenario can run once per ticket. Roles and permissions:To acc

Spotter Scenario: Handle Tickets Following Changes in Priority

Use the "Handle tickets following changes in priority" Spotter Scenario to apply actions to tickets when their priority changes. You can add other ticket-based conditions and choose from several actions to take

Spotter Scenario: Detect Unhappy Customers

Use the "Detect unhappy customers" Spotter Scenario to apply actions when a ticket receives a negative survey. You can add label and priority-based ticket conditions and choose from several actions to take. Tip

Spotter Scenario: Spot and Handle Unanswered Tickets

Use the "Spot and handle unanswered tickets" Spotter Scenario to apply actions on tickets that have not received a reply in a certain amount of time. Set the duration in which tickets can remain unanswered befo

Spotter Scenario: Reduce Delays in Ticket Handling

Use the "Reduce delays in ticket handling" Spotter Scenario to apply actions when a ticket has been in the "Investigating" status for too long. You set the duration in which tickets can be in this status before

Spotter Scenario: Escalate Tickets That Might Be Stuck

Automatically apply actions to assigned tickets that have been in the same status without activity for too long. With the "Escalate tickets that might be stuck" Spotter Scenario, you decide the status and durat

Spotter Scenario: Take Care of Tickets Assigned to Team Members on Leave

Use the "Take care of tickets assigned to team members on leave" Spotter Scenario to automatically apply actions to Open tickets when their assigned team member is on leave. Team members are considered "on leav