# Automations Tool
# About Automations Tool
The Automations tool allows you to automatically perform predefined actions when selected events occur in WHMCS or the module.
Each automation combines an action that defines what should happen with a trigger that determines when the action should be executed. Customer groups can additionally be used to control which clients particular actions may apply to.
The tool includes the following sections:
- Actions - create and configure operations to be performed automatically.
- Triggers - define the events that execute selected actions.
- Customer Groups - organize selected clients into custom groups that can be used to control access to particular actions. These groups are independent of WHMCS Client Groups.
Note: The exact list of available actions and triggers may vary depending on the module in which the Automations tool is available.
# Actions
Actions define the operations that can be performed automatically when a configured trigger occurs.
Open the 'Actions' section and click 'Create Action' to add a new one.
Enter a unique name that will help you identify the action when configuring triggers, then select the required action type.
Complete the displayed configuration fields and click 'Confirm'. The available fields depend on the selected action.
The following actions are generally available:
- Add To-Do Item - creates an item in the WHMCS to-do list.
- Open Support Ticket - opens a support ticket for the client associated with the trigger.
- Send Email Notification to Admin - sends an email notification to selected administrators.
- Send Email Notification to Customer - sends an email notification to the client associated with the trigger.
Individual modules may provide additional actions related to their supported environments and services. These actions are described in the documentation of the respective module.
# Add To-Do Item
This action creates an item in the WHMCS to-do list. It can be used to automatically assign and track administrative tasks related to selected events.
Configure the following options:
- Name - enter a name that will help you identify the action when creating a trigger.
- Action Access Mode - determine which clients the action may apply to.
- Customer Groups - select the customer groups to which the selected access mode should apply.
- Title - enter the title of the to-do item.
- Description - provide a description of the task.
- Due Date Delay (Days) - specify how many days after the trigger the item should become due.
- Admin Assignment - select the administrator to whom the item should be assigned.
- Initial Status - select the status with which the item should be created.
# Open Support Ticket
This action opens a support ticket for the client associated with the trigger.
Configure the following options:
- Name - enter a name that will help you identify the action when creating a trigger.
- Action Access Mode - determine which clients the action may apply to.
- Customer Groups - select the customer groups to which the selected access mode should apply.
- Department - select the department to which the ticket should be assigned.
- Assigned Admin - select the administrator who should be assigned to the ticket.
- Ticket Template - select an existing support message template or choose 'Custom' to compose individual ticket content.
Note: Support message templates can be managed in WHMCS under 'System Settings' → 'Email Templates' → 'Support Messages'.
- Subject - enter the ticket subject. Merge fields can be used in this field.
- Priority - select the ticket priority.
- Ticket Creator - select who should be identified as the ticket creator.
- Custom Ticket Content - if 'Custom' is selected as the ticket template, enter the ticket content. Merge fields, HTML tags and CSS styles can be used.
# Send Email Notification to Admin
This action sends an email notification to selected administrators when the associated trigger occurs.
Configure the following options:
- Name - enter a name that will help you identify the action when creating a trigger.
- Action Access Mode - determine which clients the action may apply to.
- Customer Groups - select the customer groups to which the selected access mode should apply.
- Email Recipient - select the administrators who should receive the notification. The 'Triggering Admin' option refers to the administrator responsible for initiating the event.
- Email Template - select the WHMCS email template to be used.
# Send Email Notification to Customer
This action sends an email notification to the client associated with the trigger.
Configure the following options:
- Name - enter a name that will help you identify the action when creating a trigger.
- Action Access Mode - determine which clients the action may apply to.
- Customer Groups - select the customer groups to which the selected access mode should apply.
- Email Template - select the WHMCS email template to be used.
- Mark as Marketing Email - enable to classify the notification as a marketing message. Clients who have opted out of marketing emails will not receive it.
If disabled, the notification will be sent regardless of the client's marketing preferences.
Note: If the 'Marketing Emails' feature is completely disabled in WHMCS, notifications will be delivered regardless of this option.
# Action Access
Actions can be restricted to selected customers using the 'Action Access Mode' option:
- Disabled - no customer-based restrictions are applied.
- Blacklist - prevents the action from being executed for customers assigned to the selected customer groups.
- Whitelist - allows the action to be executed only for customers assigned to the selected customer groups.
When 'Blacklist' or 'Whitelist' is selected, choose the applicable groups in the 'Customer Groups' field. Customer groups can be created and managed in the Customer Groups section.
# Merge Fields
Selected action fields support merge fields, allowing data related to the triggering event to be inserted dynamically into the action configuration.
Available merge fields are grouped by trigger type. Expand the required trigger group to view and use the variables available for that event.
The available merge fields depend on the trigger context and may include information related to clients, services, orders, invoices, tickets, virtual machines, and other supported events.
# Managing Actions
Once created, actions can be edited or deleted using the available action buttons.
You can also use the mass action function to delete multiple actions at once.
Important: Before deleting an action, make sure it is not assigned to an active trigger.
# Triggers
Triggers define the events that execute configured actions.
Once the required actions have been created, open the 'Triggers' section and click 'Create Trigger'.
Configure the following options:
- Name - enter a name that will help you identify the trigger.
- Status - enable or disable the trigger. Its status can be changed later.
- Trigger - select the event that should execute the action.
- Action - select the action to be performed when the event occurs.
- Overwrite - enable to replace an already scheduled instance of the same action with the latest one instead of adding another pending execution.
- Action Delay Unit - select the delay unit: seconds, minutes, hours, or days.
- Action Delay Value - specify how long the module should wait before executing the action.
Additional configuration fields may appear depending on the selected trigger. For example, some triggers may allow you to limit execution to selected products, administrators, task types, specific log content, or other event-specific conditions.
# Available Triggers
The 'Automations' tool supports numerous events related to clients, services, addons, domains, invoices, orders, support tickets, module tasks, and other supported operations.
The available triggers are displayed in the 'Trigger' dropdown when creating or editing a trigger and may vary depending on the module and its integration scope.
Some triggers display additional configuration options that allow you to further specify when an action should be executed. Depending on the selected trigger, these may include particular products, administrators, task types, log content, or other event-specific conditions.
Note: Module-specific triggers and their additional configuration options, if available, are described in the documentation of the respective module.
# Managing Triggers
After a trigger is created, use the 'Status' toggle to enable or disable it.
Individual triggers can also be edited or deleted using the available action buttons. Use the mass action function to delete multiple triggers at once.
# Customer Groups
Customer groups allow you to control which clients particular actions may apply to through the 'Action Access Mode' setting.
Note: Customer groups created in the Automations tool are independent of WHMCS Client Groups and are managed separately.
Open the 'Customer Groups' section and click 'Create Group'.
Enter a name for the group and click 'Confirm'. Once the group is created, open it and add the required clients.
You can modify the list at any time by adding or removing individual members.
- Use the 'Add Customers' option to assign additional clients to the group.
- From the customer groups list, you can manage group members, rename a group, or delete it.
Important: Before deleting a customer group, make sure it is not assigned to any action. Removing a group that is still in use may cause errors to be logged when the associated action is triggered.
# Customer Group Usage Example
For example, to prevent an action from being executed for internal or test accounts:
- Create a customer group and add the required accounts to it.
- Edit the action and set 'Action Access Mode' to 'Blacklist'.
- Select the created group in the 'Customer Groups' field.
- Save the action.
The action will then be executed for all applicable clients except those assigned to the selected group.