logo
Diaform/Documentation

Automations

Automations Overview

Set up conditional rules that trigger mid-interview based on topics or sentiment.

Automations Overview

Automations are conditional rules that fire during an interview when the AI detects specific signals. They let you respond intelligently to what customers say — in real-time, without manual intervention.

What automations do#

An automation monitors the conversation, detects a trigger condition, then executes an action automatically.

Think of them as "if this, then that" rules for your interviews:

  • If someone complains about pricing → Then offer a discount code
  • If an angry customer is detected → Then send a Slack alert and invite them to book a call
  • If someone shows buying intent → Then collect their email and redirect to your signup page
  • If a delighted user is identified → Then redirect them to leave a review

How they work#

AI monitors the conversation

As the interview progresses, the AI analyzes each response for trigger conditions.

Trigger detected

When a condition matches (like "pricing too expensive" or "angry sentiment"), the automation fires.

Interview pauses

The conversation flow pauses to execute the automation.

Actions execute

First actions (like email collection or Slack notifications) run, then the main action (like showing a discount code) displays.

Resume or end

Depending on your configuration, the interview either ends or continues after showing a "Continue" button.

The entire flow is seamless from the respondent's perspective. They see the action card as a natural part of the conversation.

Real-world use cases#

Win-back campaigns: When someone says pricing is too expensive, automatically offer them a discount code to keep them engaged.

Escalation management: When an angry customer is detected, send a Slack alert to your support team and invite the customer to book an immediate call.

Lead capture: When someone expresses urgent buying intent, collect their email and redirect them to your demo or signup page.

Product feedback routing: When someone mentions a missing feature, send a Slack notification to your product team with the exact quote.

Review generation: When the AI detects a delighted customer, redirect them to leave a review on G2, Trustpilot, or your preferred platform.

Partnership inquiries: When someone mentions partnership or reseller interest, collect their email and book a meeting with your partnerships team.

Anatomy of an automation#

Every automation has four components:

Trigger: The condition that activates the automation (topic-based or sentiment-based)

First Action (optional): What happens first — collect email, send Slack notification, or both

Then Action: The main response shown to the respondent — discount code, meeting invite, or redirect

Finally: What happens after — end the conversation or let them continue

Not all components are required. A simple automation might just be: trigger → Slack notification → continue conversation.

Limits per plan#

Each plan includes a set number of automations per project:

  • Trial / starter+: 2 automations
  • pro+: 2 automations
  • business+: 3 automations

Choose your automations strategically. Focus on the scenarios that matter most for your business.

Accessing automations#

Navigate to your project and click Edit Project, then go to the Actions tab.

You'll see your existing automations and can create new ones by clicking Create Action.

What happens when multiple triggers could fire?#

If a conversation could trigger multiple automations, only the first detected trigger fires.

Automations trigger at most once per conversation. Once an automation has fired, it won't fire again in that same interview, even if the trigger condition appears again.

Next steps#

Ready to set up your first automation? Learn about:

PreviousToken LimitsNextTriggers