# Automation: workflows, routing, triggers and response times

Source: https://frosvo.com/docs/automation
Updated: 2026-10-22

Let rules sort, greet and chase so your team can talk: workflows, routing and round robin, proactive chat triggers, response-time targets and office hours.

Find these under **Automation**.

![The Automation screen with workflows, routing, triggers and response-time targets](/docs-img/automation.webp)

## Workflows

When something happens (a new conversation, a message, a tag), check conditions, then act: assign, tag, reply, notify, hand to the assistant or wait. Workflows are drawn as a flow, so you can see what happens next.

## Routing

Send conversations to the right people by website, page, language or anything you know about the visitor, and share new conversations fairly with **round robin** among whoever is online.

## Chat triggers

Greet visitors proactively — for example "On the pricing page for 30 seconds → say hello". Choose pages, time on page, country or returning visitors.

## Response-time targets (SLA)

Set first-reply and resolution targets. Frosvo warns your team before a target is missed and records misses in Reports.

## Office hours

Set your hours per weekday for each website. Outside them visitors see your away message, and can leave their email for a reply.

## Where to start

1. **Set office hours** for each website, so visitors know when to expect an answer.
2. **Add routing** so billing questions go to the billing team.
3. **Set a first-reply target** and watch the misses in [reports](/docs/reports).
4. **Add one trigger**, for example a greeting on the pricing page after thirty seconds.

## Related guides

Use [saved replies and macros](/docs/saved-replies-and-macros) for one-click actions, [roles](/docs/roles-and-permissions) to let a team lead manage automation without being an owner, and the [assistant guide](/docs/ai-assistant) for hand-over rules.

## Common questions

**Do triggers annoy visitors?** They can, if used carelessly. Use one greeting per page, wait long enough for people to look around, and stop showing it once someone has chatted.

**Can the assistant be part of a workflow?** Yes. A workflow can hand a conversation to the assistant or take it back to a person, and the hand-over reason is recorded.

**Where do I see what rules did?** In the conversation itself, and in [reports](/docs/reports), which count missed targets and handovers.

## Common questions

### What is the difference between a workflow and a macro?

A workflow runs by itself when something happens. A macro is a set of steps you run yourself with one click.

### How does round robin decide?

New conversations are shared fairly among whoever is online.

### What happens when a target is about to be missed?

Frosvo warns your team first, and records misses in Reports.