How to make Automations based on Current Comment being Public?

[Bridget Maloney]

In the "Legacy" system it is very easy to set up a rule where if a Customer replies to a status that is "Waiting" on them (or Resolved) then it will reopen. 

This rule does not trigger for internal comments - only if the currently posted comment is public facing and the user posting the comment is a customer. 

I do not see any "if" conditions to this effect in the new Automation system. 

I was hoping to transition this Legacy rule to the new Automation system, but this is a blocker for doing that. 

Can anyone please advise how to handle this in the newer Automation system? 

[Ezgi Bayındır · Accepted solution]

Hey @Bridget Maloney ,

I'm using user condition for this kind of situations. You can choose "user who tiggered the event" "is a customer"

[Bridget Maloney]

Awesome, thank you so much @Ezgi Bayındır ! I believe that will do the trick :D  I have this updated in our Automations and will test it out in the upcoming days 

[Ezgi Bayındır]

you're welcome! happy to help!

[Bridget Maloney]

Hi @Ezgi Bayındır I wound up having to roll this back because it wasn't quite doing what we needed.  As a result, I am sorry I had to mark it as not answered.  

We have people who are listed as customers, so that the true customers can @ mention them, but when they leave an "internal" comment it is actually updating the status. 

We _only_ want public facing comments to change the status. 

In another instance, we had a true customer leave a public facing comment but it failed the customer check for some reason (she is truly a customer).  

Do you know of another way that can look at the internal vs public facing nature of the comment itself? 

[Ezgi Bayındır]

Hey @Bridget Maloney ,

For agent side you can use 

{{comment.internal}} 

this smart value with user condition. For only customer view and that users, user condition will be enough because they can't add any internal comments

[Bridget Maloney]

Hi @Ezgi Bayındır , I'm sorry it took so long to reply to you here! I wanted to confirm that the `{{comment.isInternal}}` did the trick for me :)  Thank you again! 

[Bridget Maloney]

Here's an example of how this looks in the Legacy Automation System: