Configure AI automation

Automations define when Protodesk AI runs, what it is allowed to do, and whether a version is active. Treat every automation as an operational workflow: prepare it as a draft, review its scope and budget, then activate it deliberately.

Create a draft

1. Open AI → Automation.
2. Select Create automation.
3. Add a clear name and description.
4. Choose a trigger and configure the workflow steps.
5. Save the draft.

Drafts do not process customer work until an eligible deployment is activated.

Review the safety boundary

Before activation, confirm:

• which inbound events can start the workflow;
• the channel scope;
• which actions the workflow may perform;
• whether any step can send a customer-facing email;
• the credit budget; and
• the connections used by external steps.

Protodesk asks for additional confirmation when a deployment may send customer email automatically. Read the activation summary instead of treating confirmation as a routine click.

flowchart LR
  Trigger[Eligible event] --> Scope{Scope matches?}
  Scope -- No --> Stop[No run]
  Scope -- Yes --> Budget{Budget available?}
  Budget -- No --> Pause[Run does not proceed]
  Budget -- Yes --> Steps[Allowed workflow steps]
  Steps --> Activity[Activity and audit trail]

Monitor and change an automation

Use AI → Activity to review runs and AI → Issues to investigate failures or blocked work. When behavior needs to change, create or edit a draft and review it before replacing the active version.

Start with a narrow scope and a conservative credit budget. Expand only after you have reviewed real runs and confirmed that the workflow behaves as intended.