Automations (webhooks)

Automations let the AI agent call your own webhook mid-conversation — to log a lead, open a ticket in another tool, notify a channel, or kick off any flow you build in Zapier, Make, or your own backend.

Automations vs. Webhooks#

Automations run only when the AI agent decides a conversation calls for one. If you instead want to be notified every time something happens — a new conversation, an agent reply, a CSAT rating — use Webhooks, which fire automatically on the events you subscribe to. That page has a side-by-side comparison of the two.

How it works#

You define named automations on the Automations page (in the sidebar, below Integrations). Each one has a short description of when it should run. During a chat, the agent reads those descriptions and, when a situation matches, sends a small JSON payload to your webhook URL. The agent only triggers an automation when it's relevant — and it never promises an outcome your automation doesn't guarantee.

Add an automation#

1. Go to Automations in the sidebar and click Add automation.
2. Fill in:
   • Name — a human label (e.g. "Open Zendesk ticket").
   • Key — a short id the agent uses to pick this automation (lowercase letters, numbers, dashes, underscores).
   • When should the agent use it? — describe the purpose clearly; this is what the agent reads to decide whether to trigger it.
   • Webhook URL — a public HTTPS endpoint (your Zapier/Make hook or your own server).
   • Signing secret (optional) — if set, each request includes an X-Chatasist-Signature header (an HMAC of the body) so your endpoint can verify the request really came from Chatasist.
3. Toggle Enabled and save.

What gets sent#

When the agent triggers an automation it POSTs JSON like:

{
  "automation": "open_ticket",
  "summary": "Customer can't reset their password",
  "customer_email": "jane@acme.com",
  "chat_id": 12345,
  "occurred_at": "2026-05-29T10:00:00+00:00"
}

Your webhook decides what to do with it. Disable or delete an automation any time — the agent stops triggering it immediately.