Exemples par secteur

1name: Alerte urgence — Garde à vue
2trigger:
3  type: keyword_detected
4  keywords: ["garde à vue", "comparution immédiate", "perquisition"]
5actions:
6  - type: slack_notify
7    channel: "#urgences"
8    message: |
9      🚨 URGENCE — {{ contact.name }} mentionne : {{ keyword }}
10      Conversation : {{ conversation.url }}
11      Numéro de téléphone : {{ contact.phone }}
12  - type: change_priority
13    priority: urgent
14  - type: add_tag
15    tag: "urgence-gav"

1name: Routage matière → opérateur spécialisé
2trigger:
3  type: keyword_detected
4  keywords: ["divorce", "garde enfants", "pension"]
5actions:
6  - type: assign_to_operator
7    operator_id: "op_marie_droit_famille"
8  - type: add_internal_note
9    note: "Matière détectée : droit de la famille (Marie)"

1name: Filtre budget — Coaching scale
2trigger:
3  type: lead_qualified
4conditions:
5  - field: lead.budget_per_month
6    operator: greater_than
7    value: 1000
8actions:
9  - type: send_ai_message
10    text: "Parfait, votre budget matche votre offre Scale 💪 Voici un créneau pour notre appel : {{ calendly_url }}"
11  - type: add_tag
12    tag: "qualified-scale"

1name: Discovery call — Lead capture
2trigger:
3  type: contact_created
4  source: pre-chat-form
5actions:
6  - type: send_email
7    template: "discovery-call-invitation"
8  - type: wait
9    duration: "24h"
10  - type: condition
11    if: "{{ contact.has_booked_call }} == false"
12    then:
13      - type: send_email
14        template: "discovery-call-followup"

1name: Escalade urgence — Hors heures
2trigger:
3  type: message_received
4conditions:
5  - field: now.hour
6    operator: outside_range
7    value: [9, 19]
8  - field: message.sentiment
9    operator: equals
10    value: "negative"
11actions:
12  - type: sms_send
13    to: "{{ env.ASTREINTE_PHONE }}"
14    text: |
15      Urgence nocturne — {{ contact.name }}
16      Apt : {{ contact.apartment }}
17      Message : {{ message.text | truncate(200) }}
18  - type: change_priority
19    priority: urgent

1name: Voyageur EN/DE → opérateur natif
2trigger:
3  type: language_detected
4conditions:
5  - field: language
6    operator: in
7    value: ["en", "de"]
8actions:
9  - type: assign_to_operator
10    operator_group: "international-team"
11  - type: add_tag
12    tag: "lang-{{ language }}"

1name: Welcome trial — Activation J0
2trigger:
3  type: contact_created
4  source: trial-signup
5actions:
6  - type: send_ai_message
7    text: "Bienvenue {{ contact.firstName }} 🎉 Une question pour bien démarrer : quel use case principal ?"
8  - type: wait
9    duration: "1h"
10  - type: condition
11    if: "{{ contact.has_used_feature_x }} == false"
12    then:
13      - type: send_email
14        template: "feature-x-tutorial"

1name: Churn detection — Silence + downgrade
2trigger:
3  type: inactivity
4  days: 14
5conditions:
6  - field: contact.mrr
7    operator: greater_than
8    value: 100
9  - field: contact.last_session_count
10    operator: less_than
11    value: 3
12actions:
13  - type: slack_notify
14    channel: "#cs-alerts"
15    message: |
16      ⚠️ Churn risk : {{ contact.name }} ({{ contact.mrr }}€ MRR)
17      Silence : {{ days_inactive }}j · Sessions/sem : {{ contact.last_session_count }}
18  - type: assign_to_operator
19    operator_group: "customer-success"
20  - type: add_tag
21    tag: "at-risk"

1name: Panier abandonné — Relance 1h
2trigger:
3  type: webhook
4  source: shopify
5  event: "checkouts/create"
6actions:
7  - type: wait
8    duration: "1h"
9  - type: condition
10    if: "{{ checkout.completed }} == false"
11    then:
12      - type: send_ai_message
13        text: "Bonjour ! Vous avez laissé {{ checkout.line_items_count }} produit(s) dans votre panier. Besoin d'aide pour finaliser ? 🛍️"
14      - type: add_tag
15        tag: "abandoned-cart"