Chat Automation

What it does

Sends a canned response by itself, on conditions you set. A rule reads when something happens, only if your conditions hold, then do one thing.

Rules run top to bottom by order number, and the first one that matches is the only one that acts. That is the whole model: whatever you can read down this page is what Legion will do.

Where to find it

Support -> Chat Automation

Common tasks

1. Click New rule.
2. Name it something you will recognise in the Activity tab later.
3. Pick When — a player writes, a chat waits in the queue, or nobody has answered.
4. Set the order. Lower runs first.
5. Add conditions under Only if, or leave it empty to run on every trigger.
6. Pick Then — send a canned response, ask the assistant, or do nothing.
7. Set the limits: how long to wait between sends, how many times per visit, and any quiet hours.
8. Turn on Rule is on, then Save.

A rule is off when you create it. Nothing happens until you switch it on.

Conditions

Conditions read as this and this, or that. Add another check to build an “and”; add an alternative to build an “or”.

Some checks are free and some cost a look at the player’s record — the picker says which. You do not need to order them carefully: Legion always checks the cheap ones first.

There is no “matches a pattern” option, on purpose. To match several words, use contains and separate them with commas — any one of them matching is enough.

One thing worth knowing: a check against something Legion could not look up is always false, including “is not”. A guest has no loyalty tier, so a rule reading tier is not 3 will not fire for guests. “We do not know” is not the same as “it is not”. (Tier compares by the loyalty tier’s numeric ID, shown on the Loyalty Tiers page - not its name.)

The limits, and why they are there

• Wait between sends and most sends per visit stop a rule answering the same person repeatedly. A visit ends once no reply has gone for 6 hours, so a player who comes back later starts fresh.
• Quiet hours are in your brand’s timezone. Set both to the same hour and there are no quiet hours.
• Keep running after someone takes the chat is off by default. Once an operator is answering, automation stays out of the way unless you say otherwise.

Legion also stays silent by itself if somebody replies, or the player writes again, while a reply is still on its way.

Asking the assistant

Ask the assistant is one of the three things a rule can do. When you pick it, you choose exactly which responses the assistant may send - it can never send anything outside that list, whatever its instructions say. Handover responses are not offered: they are sent only when the assistant hands a chat over.

Leave the list empty and the assistant chooses from every active response, so a new one needs no change here. Pick some to limit it to those.

If nothing on the list fits, the assistant may write a short reply (only with Full auto on), asks itself once more, and otherwise hands the chat to your team with an internal note saying why.

Set it up in Support Assistant.

The Activity tab

Every time a rule fires, or decides not to, there is a line here: which rule, who decided (a rule, the assistant, a reply the assistant wrote, or a handover), which response went out, and the outcome.

Read it when something surprises you. “The assistant was not confident enough”, “someone else replied first” and “a request limit was reached” are three very different problems, and this is where you tell them apart.