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Automations

Automations Overview

Automations are rules that can fire during an interview when the AI detects a specific topic or sentiment. They let you respond while the conversation is happening, instead of waiting until someone reviews the response later.

What Automations Do#

An automation monitors the conversation, detects a trigger condition, then executes your configured action flow.

Examples:

  • If someone says pricing is too expensive, then offer a discount code.
  • If an angry customer is detected, then send Slack a quote and invite the respondent to book a call.
  • If someone shows buying intent, then ask for their email and redirect them to signup.
  • If a delighted user is identified, then redirect them to a review page.

How They Work#

AI monitors the conversation

As the interview progresses, the AI analyzes responses for active automation triggers.

Trigger detected

When a topic or sentiment condition matches, the automation flow starts.

Interview pauses

The normal question flow pauses while the action is handled.

Actions execute

Optional first actions run, such as asking for email or sending Slack. Then the main action card is shown.

Resume or end

Depending on your configuration, the interview either ends or continues after the respondent uses the action card.

Automation Parts#

Every automation has four parts:

Trigger: The condition that activates the automation. Triggers can be topic-based or sentiment-based.

First Action: Optional actions that happen before the main action, such as asking for email or sending a Slack message.

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

Finally: What happens afterward. The interview can end or continue.

The main action and final behavior are required. First actions are optional.

Common Use Cases#

Win-back campaigns: Offer a discount when someone says pricing is too expensive.

Escalation management: Send Slack and invite an angry customer to book a call.

Lead capture: Ask for email and redirect high-intent respondents to a demo or signup page.

Product feedback routing: Send Slack when someone mentions a missing feature, then route them to a roadmap or feedback page.

Review generation: Redirect delighted customers to leave a review.

Partnership inquiries: Ask for email and invite potential partners to book a meeting.

Limits Per Plan#

Each plan includes a set number of automations per project:

  • Trial, Starter, Standard, and Pro: 2 automations
  • Business: 3 automations
  • Enterprise: custom

Choose automations strategically. Focus on scenarios that need an immediate response.

Accessing Automations#

Navigate to your project, click Edit Project, then open the Automations tab.

You can create a new automation by clicking Add action.

Multiple Matching Triggers#

Diaform checks active automations during the interview. If several automations could match the same moment, the AI prioritizes one action flow at a time.

Keep triggers specific and avoid overlapping automation rules. This prevents competing action cards from interrupting the same conversation.

Next Steps#

PreviousToken LimitsNextTriggers