Automation Studio recipe patterns

1. Recipe anatomy

• Trigger – ticket event, schedule, webhook, or manual.
• Conditions – filter by channel, brand, intent, or sentiment.
• Actions – update ticket, send message, call HTTP endpoint, enqueue workflow.
• Error handling – retries, fallbacks, and notifications.

2. Core patterns

Auto-triage intake

Trigger on ticket.created intents like billing_question.

• Apply labels
• Assign to billing queue
• Post summary to finance Slack channel

Service incident broadcast

Scheduled trigger every 5 minutes.

• Check status page feed
• If new incident, notify support leads and pause impacted macros

Renewal reminder

Trigger on CRM webhook.

• Create proactive ticket
• Attach draft email from macro
• Set due date for assigned CSM

3. Guardrails

• Add maximum run depth to avoid loops.
• Use conditional branches for premium tiers vs. standard.
• Store secrets in the secure vault; reference by name.

4. Testing

1. Use the Test run button with sample payloads.
2. Inspect logs for each step; add custom log messages when branching.
3. Promote to production with change summary for auditors.

5. Monitoring

• Subscribe to automation.run.* webhooks.
• Set alerts when failure rate > 3% in a rolling day.
• Review monthly analytics to retire low-value recipes.

6. Documentation

• Tag recipes with owners.
• Link to related macros, knowledge articles, and SOPs.
• Capture screenshots for onboarding guides.

Mesh automation keeps repetitive work off your agents’ plates when designed thoughtfully.