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Events & Workflow

AnswerPal: Events & Workflow

Discover how AnswerPal’s event-driven workflow automates support across all channels. This page explains the key moments (“events” or “hooks”) in the AnswerPal process—when actions are triggered, documents are attached, and automation comes to life. Master these concepts to fine-tune your customer service automation.

What are Events?

Events (also called “hooks”) are key moments in the lifecycle of a ticket, message, or end-user change. At each event, you can trigger actions (like reply, escalate, or delete) and attach documents (such as escalation policies or instructions). Events let you automate complex workflows and customize how AnswerPal handles every situation, from the moment a message arrives to ticket closure and beyond.

Available Events

Event Name	Description
PreSpam	Actions triggered immediately after reading the email, before spam detection.
PostSpam	Actions after spam detection is done.
PostTopicDetection	Actions after topic detection is done.
OnEscalate	When a ticket is escalated.
PostEscalate	After all OnEscalate actions are executed.
OnEscalateFailed	After OnEscalate actions if no agent was assigned.
OnClose	When a ticket is closed.
OnEndUserUpdate	When end-user data is updated.
OnEndUserAdd	When a new end user is added.
OnEndUserDelete	When an end user is deleted.
OnPhonePickup	When a phone call is picked up.

How Events Work

Each event can have both actions and documents attached.

Actions: Predefined operations (e.g., Mark as Spam, Delete, Reply) triggered at the event.
Documents: Extra context or instructions, such as escalation policies or handling guides, can be attached to specific events.

This lets you fine-tune your workflow. For example:

PreSpam: Instantly delete certain automated notifications before spam detection.
PostTopicDetection: Fetch external data via API call based on the detected topic.
OnPhonePickup: Greet the caller with specific info or instructions from user data.

Event Details

PreSpam

Triggered immediately after reading the email, before spam detection. Use this event to handle automated notifications (for example, WordPress update alerts) before they reach spam and topic detection—saving resources and avoiding unnecessary processing. Example actions: auto-delete, auto-label.

PostSpam

Triggered after spam detection. Use this event to handle messages identified as spam. Common actions: delete (after cleanup), close ticket, or attach documentation about handling borderline spam cases.

PostTopicDetection

Triggered after topic detection is complete. This is where most automation happens: trigger actions like Reply, Forward, API Call, or attach documents relevant to the detected topic. Example: fetch order details from ERP and draft a reply.

OnEscalate

Triggered when a ticket is escalated from AI to a human agent. Attach escalation policies, notify supervisors, or prepare the ticket for handover. Example: send all conversation context and documents to the assigned agent.

PostEscalate

Triggered after all OnEscalate actions are executed. Use this event to perform follow-up actions—such as logging escalation, sending confirmation emails, or updating external systems.

OnEscalateFailed

Triggered if escalation fails (for example, if no agent is available). Use this event to send fallback instructions, notify admins, or reassign the ticket.

OnClose

Triggered when a ticket is closed. Automate post-closure actions: send survey emails, sync closure in external systems, or generate reports.

OnEndUserUpdate

Triggered when end-user data is updated. Sync changes with external systems (CRM, ERP), update tickets, or trigger data retrieval as needed.

OnEndUserAdd

Triggered when a new end user is added. Use this to initialize user data, send welcome messages, or trigger onboarding workflows.

OnEndUserDelete

Triggered when an end user is deleted. Clean up related tickets, remove user data from external systems, or trigger compliance actions.

OnPhonePickup

Triggered when a phone call is picked up. Provide dynamic instructions to the agent, greet the caller, or retrieve relevant user data for real-time support.