--- title: "Automation layer: engine, rules and control | attendo" description: "The automation layer every solution shares: triggers, rules, SLAs, business calendar, run history and control. The product built on it is attendo Flows." url: "https://attendo.me/en/automation" lang: "en" --- # The engine that runs every solution The same triggers, statuses, deadlines, business calendar and run history work in the CMMS, the CRM, Ticketing or Compliance. This page explains how that layer is built. If you want to automate a department’s processes, that is [attendo Flows](https://attendo.me/en/flows). - A history of every run - Review it and undo it - Your flows survive every update ## Your process lives in three people’s heads If it is one of the big customers, tell Laura. If nobody answers before lunch, escalate. On Fridays, someone goes over what is pending. These rules work until that person goes on vacation. And if you automate them with an external tool, you add another service, another set of permissions and a log somewhere else. ## A tool for each kind of problem All three editors write to the same engine, so a flow, a staged process and an agent share data, deadlines and history. Set up for any department’s processes, they are [attendo Flows](https://attendo.me/en/flows). ### If this happens, do that A flow starts with an email, a call, a WhatsApp message, a button, a time of day, a form or a webhook. It can also start with a change to a document, a customer or a contract, with a new lead or with a meeting that ends. Then you decide with conditions, route by value and act: documents, email, SMS, WhatsApp, calls to any API, AI and the business calendar. And if needed, you wait for an event: a reply, an open, a stage or status change, a signature or a payment. If it does not happen within the deadline, up to 90 days, the flow follows “Did not happen”. ### Phased processes that actually get followed Phases visible on the record, and requirements to move from one to the next. Closing is blocked until the checklist is signed. Approvers approve from a link on their phone, with a code and no user account. AI plays no part in the run: the process is exactly the one you design. ### Agents that prioritize, people who decide Small agents, each with its own role, score incoming work from 0 to 100 and split it between AI and people. You choose the mode: automatic, mixed or people only. If someone claims a document, the agents stop. ## Describe what you want. marIA draws the flow. You write what should happen in plain language. marIA proposes the flow, or the changes to one that already exists, and you review it before saving. If something does not convince you, you undo it. And when a run does something unexpected, it explains why. It works in all three editors. AI is one more step in the flow, and the flow decides when to use it. With AI decision nodes, the flow picks the branch based on what the message or the document says. Every marIA operation is logged with its cost, and spending stops at the cap you set. [See how AI is controlled](https://attendo.me/en/artificial-intelligence#control) ## What you can build without coding - If a critical ticket still has no agent, escalate it to whoever is on call. - If the same equipment breaks down again, alert the person in charge and suggest reviewing its plan. - When the customer signs the service report, send the PDF and prepare the delivery note. - If the message arrives on a holiday, route it to the after-hours process. - If a survey comes back negative, open a recovery case for the agent. - When the customer accepts a quote, create the order and schedule the visit. - If the customer cancels their appointment or does not show up, alert whoever serves them and leave them a task to call back. - If a preventive plan comes due or stock drops below the minimum, send an alert. These two come built in, ready to turn on. ## Statuses, deadlines and calendar, shared by everything Automations do not start from scratch. They build on the business logic attendo already has, the same for the record, the reports and the flows. - **Custom statuses**, reasons for not closing, validated reopening and automatic closing that can be canceled - **SLAs** for response and resolution, by contract, by type or general, in business or calendar hours, counted to the minute - **One business calendar:** deadlines, scheduling, capacity and flows all read the same holidays, working hours and absences - **Working right now?** A flow can check and pass the ticket to someone who is - **Task templates** and checklists by document type - **Human approvals** where they are needed: processes, AI drafts and maintenance plans - **Appointments:** confirmed, rescheduled, canceled or no-show are four triggers, with the appointment’s data available in the next steps - **Web quotes:** viewed, adjusted, signed, paid or declined, every step can move a flow - **Routing:** seven conditions that do not depend on the channel: channel, message text, line of business, days since a date, customer health, mailing list and chatbot intent - **Task compliance:** each person has a list of what is at risk of being missed, with thresholds by group. Items are snoozed or muted with a reason, and supervisors reassign from the list ## If a flow does something odd, you can see it - A validator will not let you activate an incomplete flow - The history shows which path each run took and what each step did - Versions, restore and side-effect-free simulation before publishing - Version and activity history is kept for 12 months out of the box, with the last 20 versions of each flow always safe - Flows that write to your customers are off out of the box - Your flows are left untouched when attendo is updated, and the built-in ones can be restored whenever you want - The editor is protected with step-up verification, so nobody changes a process without permission - A dashboard of its own: runs per flow, the ones that ended in error, approvals pending or about to expire, stalled documents and AI cost against the cap - Approvals about to expire also show up in their owner’s Compliance list ### With other systems Inbound and outbound webhooks, a step that calls any API without coding, and MCP connectors inside flows. What happens outside attendo can also trigger what happens inside. [See integrations](https://attendo.me/en/integrations) ## Where it fits (and where it does not) - **Configuration by API** Flows are configured in the editor, not by API. ## And when you need it, the rest is already here - [attendo Flows](https://attendo.me/en/flows): The solution for automating any department’s processes, with no code. - [Artificial intelligence](https://attendo.me/en/artificial-intelligence): marIA in every layer, with cost and control - [Customization](https://attendo.me/en/customization): Your fields, your screens, your vocabulary - [Integrations](https://attendo.me/en/integrations): Your ERP, Microsoft 365 and an open API ## Frequently asked questions ### What about the macros in my help desk? Flows reproduces them, and it also acts beyond the ticket: it creates the work order, notifies the technician or updates the contract. ### I do not know how to design flows. You do not need to. You describe it, marIA proposes it, you review it and, if you do not like it, you undo it. ### What if a flow does something I did not expect? The history shows it step by step, and marIA explains that run to you in plain language. ### Do I lose my flows when attendo is updated? No. The configuration lives in data, not in custom code. ### Are there formal approvals? Yes. Business Process Flow (BPF) blocks closing until the requirements are met, and approval is given through a link with a code. ### What if the person in charge is on vacation? The flow checks the business calendar and passes the work to whoever is in. ### Can appointments with customers be automated? Yes. The customer confirming, rescheduling or canceling an appointment, or not showing up, are four triggers. From there, the flow alerts someone, creates a task or writes to the customer with the appointment’s data. ### Does AI Autopilot close deals or close work orders? No. It scores and prioritizes. A person decides, and can take the wheel at any time. ### Do I need another automation tool? Not for what happens in attendo: triggers, calls to other APIs and webhooks live inside, with their history. If you already use one, it connects by webhook. ## Tell us a rule. We will show it to you working. Bring the process that depends on one person today, and we will show it to you as a flow you can review, measure and undo. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)