Automations
BiVelio’s automation engine works with an event-driven model: it detects events that occur on the platform and executes actions in response, without human intervention. Unlike BPM workflows (which model complete processes), automations are simple rules of the “when X happens, do Y” type.
Event-driven model
Every action in BiVelio generates an internal event. The automation engine listens to these events and executes the configured rules:
Event detected → Conditions evaluated → Actions executedAvailable events
| Category | Events |
|---|---|
| Cases | Created, updated, assigned, status changed, SLA at risk, closed |
| ChannelHub | Message received, message sent, conversation assigned, new contact |
| CRM | Contact created, company created, opportunity moved in pipeline |
| Calendar | Event created, upcoming event (X minutes ahead), event cancelled |
| Documents | Document uploaded, OCR completed, document linked |
| Billing | Invoice created, payment received, invoice overdue |
| System | User login, integration connected, error detected |
Conditions
Conditions filter when the action should execute:
- Field equals value — example: priority = “critical”
- Field contains — example: subject contains “urgent”
- Channel is — example: channel = “whatsapp”
- Assigned to — example: operator = specific user
- Schedule — only during business hours (Monday to Friday, 9:00 to 18:00)
- AND/OR combinations — multiple chained conditions
Available actions
| Action | Description |
|---|---|
| Notify | Send in-app notification, email or channel message |
| Assign | Assign case or conversation to an operator or team |
| Change status | Update the status of a case |
| Create case | Generate a new case with event data |
| Invoke AI agent | Execute an agent to analyze or respond |
| Trigger workflow | Start a full BPM workflow |
| Update field | Modify a field on the affected record |
| Webhook | Send data to an external endpoint |
| Create task | Generate an internal task associated with the case |
Automations execute in real time, with typical latency under 2 seconds from when the event occurs to when the action completes.
Practical examples
Automatic message triage
Event: Message received in ChannelHub Condition: Channel = WhatsApp AND out-of-office hours Action: Invoke AI agent “Support Autoresponder” to respond automatically
SLA escalation
Event: SLA at risk (case at 75% of time) Condition: Priority = High or Critical Action: Notify supervisor + Reassign to operator with lowest workload
Sales pipeline
Event: Opportunity moved to “Proposal” Condition: Value > 10,000 EUR Action: Create follow-up task + Notify sales director
Difference from workflows
| Aspect | Automations | BPM Workflows |
|---|---|---|
| Complexity | Simple rules (if-then) | Multi-step processes |
| Human intervention | Not required | Supports manual tasks |
| Execution | Instant | Can last days or weeks |
| Typical use | Notifications, assignments, escalations | Approvals, forms, complex flows |
Both mechanisms are complementary: an automation can trigger a workflow, and a workflow can configure new automations during its execution.
Managing automations
From the Automations section you can:
- Create new rules with the visual editor
- Enable/disable rules without deleting them
- View the execution history with detail of each action
- Monitor errors and retries
- Duplicate existing rules to create variations