AurionAI Docs

Automation & Workflows

Build automation rules and visual workflows to streamline support operations.

Automation & Workflows

Aurion provides two levels of automation: Automation Rules for simple event-driven triggers, and Workflows for complex multi-step processes with branching logic, approvals, and integrations.

Automation Rules

Automation rules are simple if-then automations that fire on specific events.

List Rules

cURL
curl "https://apps.aurionai.net/api/v2/automation-rules" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "data": [
    {
      "id": "rule_abc123",
      "name": "Auto-assign VPN tickets to Network team",
      "trigger": "ticket.created",
      "conditions": [
        {"field": "category", "operator": "equals", "value": "Network"}
      ],
      "actions": [
        {"type": "assign_team", "team_id": "team_network"}
      ],
      "enabled": true,
      "priority": 1,
      "created_at": "2026-02-01T10:00:00Z"
    }
  ],
  "total": 12,
  "limit": 25,
  "offset": 0
}

Create Rule

curl -X POST "https://apps.aurionai.net/api/v2/automation-rules" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Escalate urgent tickets",
    "trigger": "ticket.created",
    "conditions": [
      {"field": "priority", "operator": "equals", "value": "urgent"}
    ],
    "actions": [
      {"type": "assign_team", "team_id": "team_escalation"},
      {"type": "send_notification", "template": "urgent_ticket"}
    ],
    "enabled": true,
    "priority": 1
  }'

Delete Rule

curl -X DELETE "https://apps.aurionai.net/api/v2/automation-rules/rule_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Returns 204 No Content on success.

Rule Execution Logs

View the execution history for a specific rule:

curl "https://apps.aurionai.net/api/v2/automation-rules/rule_abc123/logs?limit=20" \
  -H "X-API-Key: ak_live_xxxx"

Global Execution Logs

View execution logs across all automation rules:

curl "https://apps.aurionai.net/api/v2/automation-rules/logs?limit=50" \
  -H "X-API-Key: ak_live_xxxx"

Response:

[
  {
    "id": "log_abc123",
    "rule_id": "rule_abc123",
    "rule_name": "Auto-assign VPN tickets",
    "event_type": "ticket.created",
    "conversation_id": "conv_xyz",
    "status": "success",
    "actions_executed": 2,
    "executed_at": "2026-02-10T14:30:00Z"
  }
]

Trigger Event

Programmatically fire an automation event to execute matching rules:

curl -X POST "https://apps.aurionai.net/api/v2/automation-rules/execute-event" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "event_type": "ticket.created",
    "conversation_id": "conv_xyz",
    "payload": {
      "category": "Network",
      "priority": "high"
    }
  }'

Response:

{
  "rules_evaluated": 12,
  "rules_matched": 2,
  "actions_executed": 3
}

Workflows

Workflows are visual, multi-step automations with branching, approvals, and version control.

List Workflows

curl "https://apps.aurionai.net/api/v2/workflows?status=published" \
  -H "X-API-Key: ak_live_xxxx"

Create Workflow

curl -X POST "https://apps.aurionai.net/api/v2/workflows" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "New Employee Onboarding",
    "description": "Automated onboarding workflow for new hires",
    "canvas": {
      "nodes": [
        {"id": "start", "type": "trigger", "config": {"event": "ticket.created"}},
        {"id": "check", "type": "condition", "config": {"field": "category", "equals": "Onboarding"}},
        {"id": "create_accounts", "type": "action", "config": {"type": "create_ticket", "subject": "Create accounts for new hire"}},
        {"id": "notify", "type": "action", "config": {"type": "send_notification"}}
      ],
      "edges": [
        {"from": "start", "to": "check"},
        {"from": "check", "to": "create_accounts", "condition": "true"},
        {"from": "create_accounts", "to": "notify"}
      ]
    }
  }'

Publish Workflow

Workflows must be published before they execute. Publishing creates a versioned snapshot:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/publish" \
  -H "X-API-Key: ak_live_xxxx"

Execute Workflow

Trigger a workflow manually with input data:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/execute" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "input": {
      "employee_name": "Jane Smith",
      "department": "Engineering",
      "start_date": "2026-03-15"
    }
  }'

Dry Run

Test a workflow without executing side effects:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/dry-run" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "canvas": { ... },
    "input": { ... }
  }'

Webhook Triggers

Workflows can be triggered by external webhooks. Each workflow has a unique webhook URL with HMAC-SHA256 signature verification:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/webhook/wf_abc123" \
  -H "X-Webhook-Signature: sha256=..." \
  -H "Content-Type: application/json" \
  -d '{"event": "deploy_completed", "version": "2.4.0"}'

Workflow Approvals

Workflows can pause at approval steps and wait for human decision:

List pending approvals
curl "https://apps.aurionai.net/api/v2/workflows/approvals/pending" \
  -H "X-API-Key: ak_live_xxxx"
Approve or reject
curl -X POST "https://apps.aurionai.net/api/v2/workflows/approvals/req_123/decide" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{"decision": "approved", "comment": "Looks good, proceed."}'

Workflow Runs

Monitor workflow execution history:

curl "https://apps.aurionai.net/api/v2/workflows/runs?workflow_id=wf_abc123&limit=10" \
  -H "X-API-Key: ak_live_xxxx"

Version History

Workflows support version control and rollback:

List versions
curl "https://apps.aurionai.net/api/v2/workflows/wf_abc123/versions" \
  -H "X-API-Key: ak_live_xxxx"
Restore previous version
curl -X POST "https://apps.aurionai.net/api/v2/workflows/wf_abc123/versions/3/restore" \
  -H "X-API-Key: ak_live_xxxx"

Workflow Templates

Get started quickly with pre-built templates:

curl "https://apps.aurionai.net/api/v2/workflows/templates?category=onboarding" \
  -H "X-API-Key: ak_live_xxxx"
Install template
curl -X POST "https://apps.aurionai.net/api/v2/workflows/templates/tpl_abc/install" \
  -H "X-API-Key: ak_live_xxxx"

Migrate from Automation Rules

Migrate simple automation rules to the workflow engine:

curl -X POST "https://apps.aurionai.net/api/v2/workflows/migrate-from-rule/rule_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Canvas Size Limit

Workflow canvas JSON is limited to 5 MB per workflow.

AI Automation

AI-powered classification, routing, and resolution that works alongside automation rules and workflows. Configure thresholds and behavior, manage routing rules, and monitor performance.

Get AI Automation Settings

curl "https://apps.aurionai.net/api/v2/ai-automation/settings" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "classification": {
    "enabled": true,
    "auto_apply_threshold": 0.85,
    "suggest_threshold": 0.5,
    "auto_apply_fields": ["category", "priority", "conversation_type"],
    "classify_on": ["conversation.created", "conversation.customer_replied"],
    "reclassify_on_reply": true,
    "exclude_channels": []
  },
  "routing": {
    "enabled": true,
    "route_on_first_classification_only": true,
    "skills_timeout_seconds": 300,
    "fallback_to_team_pool": true,
    "ai_skill_matching_enabled": false
  },
  "resolution": {
    "enabled": false,
    "mode": "suggest",
    "auto_resolve_threshold": 0.92,
    "kb_match_threshold": 0.9,
    "max_auto_resolve_attempts": 2,
    "exclude_high_priority": true
  },
  "version": 3,
  "updated_at": "2026-02-10T14:00:00Z"
}

Update AI Automation Settings

Partial update -- only include the sections you want to change:

curl -X PUT "https://apps.aurionai.net/api/v2/ai-automation/settings" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "classification": {
      "enabled": true,
      "auto_apply_threshold": 0.9
    },
    "resolution": {
      "enabled": true,
      "mode": "suggest"
    }
  }'

Returns the full updated settings object (same shape as GET).

AI Automation Metrics

Aggregated metrics for classification, routing, and resolution over a time period:

curl "https://apps.aurionai.net/api/v2/ai-automation/metrics?days=30" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "period_days": 30,
  "classification": {
    "total_classified": 482,
    "auto_applied": 410,
    "suggested": 45,
    "agent_overridden": 12,
    "auto_apply_rate": 0.8506,
    "override_rate": 0.0293
  },
  "routing": {
    "total_routed": 398,
    "overflow_used": 15,
    "routing_failed": 3,
    "first_assignment_accuracy": 0.9246,
    "avg_time_to_route_ms": 120
  },
  "resolution": {
    "total_attempted": 200,
    "auto_resolved": 85,
    "suggested": 90,
    "skipped": 25,
    "resolution_rate": 0.425,
    "suggestion_acceptance_rate": 0.78
  },
  "funnel": {
    "classified": 482,
    "routed": 398,
    "resolved": 85
  }
}

Resolution Audit Log

View recent AI resolution decisions with confidence scores:

curl "https://apps.aurionai.net/api/v2/ai-automation/resolution/audit?limit=20" \
  -H "X-API-Key: ak_live_xxxx"

Response:

[
  {
    "id": "aud_abc123",
    "conversation_id": "conv_xyz",
    "action": "auto_resolved",
    "mode": "auto",
    "classification_confidence": 0.95,
    "kb_match_score": 0.93,
    "reply_coherence_score": 0.88,
    "combined_confidence": 0.94,
    "skip_reason": null,
    "model_used": "claude-sonnet-4-20250514",
    "created_at": "2026-02-10T14:30:00Z"
  }
]

Simulate Routing

Test how a conversation would be routed without actually routing it:

curl -X POST "https://apps.aurionai.net/api/v2/ai-automation/routing/simulate" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "category": "Network",
    "priority": "high",
    "conversation_type": "incident",
    "sentiment": "negative"
  }'

Response:

{
  "matched_rule": {
    "id": "rr_abc123",
    "sort_order": 2,
    "category": "Network",
    "priority": "high"
  },
  "matched_team_id": "team_network",
  "overflow_team_id": "team_general",
  "required_skills": ["networking"],
  "routing_method": "balanced",
  "message": "Rule matched."
}

List Routing Rules

curl "https://apps.aurionai.net/api/v2/ai-automation/routing/rules" \
  -H "X-API-Key: ak_live_xxxx"

Response:

[
  {
    "id": "rr_abc123",
    "tenant_id": "t_xyz",
    "category": "Network",
    "priority": "high",
    "conversation_type": null,
    "sentiment": null,
    "target_team_id": "team_network",
    "overflow_team_id": "team_general",
    "required_skills": ["networking"],
    "routing_method": "balanced",
    "priority_boost": 1,
    "sort_order": 0,
    "is_active": true,
    "created_at": "2026-02-01T10:00:00Z",
    "updated_at": "2026-02-01T10:00:00Z"
  }
]

Create Routing Rule

curl -X POST "https://apps.aurionai.net/api/v2/ai-automation/routing/rules" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "category": "Security",
    "priority": "urgent",
    "target_team_id": "team_security",
    "required_skills": ["security", "incident_response"],
    "routing_method": "round_robin",
    "priority_boost": 2,
    "sort_order": 0,
    "is_active": true
  }'

Update Routing Rule

curl -X PUT "https://apps.aurionai.net/api/v2/ai-automation/routing/rules/rr_abc123" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "priority_boost": 0,
    "is_active": false
  }'

Delete Routing Rule

curl -X DELETE "https://apps.aurionai.net/api/v2/ai-automation/routing/rules/rr_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Returns 204 No Content on success.

Reorder Routing Rules

Update the evaluation order of routing rules. Rules are evaluated top-to-bottom (lowest sort_order first):

curl -X POST "https://apps.aurionai.net/api/v2/ai-automation/routing/rules/reorder" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "ordered_ids": ["rr_security", "rr_network", "rr_general"]
  }'

Returns 204 No Content on success. The position in the ordered_ids array becomes the new sort_order.

Required Scopes

ScopeEndpoints
automation:readGET /v2/automation-rules, GET /v2/automation-rules/logs, GET /v2/workflows, GET /v2/workflows/runs, GET /v2/ai-automation/settings, GET /v2/ai-automation/metrics, GET /v2/ai-automation/resolution/audit, GET /v2/ai-automation/routing/rules
automation:writePOST /v2/automation-rules, DELETE /v2/automation-rules/:id, POST /v2/automation-rules/execute-event, POST /v2/workflows, POST /v2/workflows/:id/publish, POST /v2/workflows/:id/execute, PUT /v2/ai-automation/settings, POST /v2/ai-automation/routing/simulate, POST /v2/ai-automation/routing/rules, PUT /v2/ai-automation/routing/rules/:id, DELETE /v2/ai-automation/routing/rules/:id, POST /v2/ai-automation/routing/rules/reorder

Channels

Configure email, WhatsApp, and voice channels for omnichannel support.

SLA Management

Configure SLA policies, track compliance, and manage escalations via the Aurion API.

On this page

Automation & WorkflowsAutomation RulesList RulesCreate RuleDelete RuleRule Execution LogsGlobal Execution LogsTrigger EventWorkflowsList WorkflowsCreate WorkflowPublish WorkflowExecute WorkflowDry RunWebhook TriggersWorkflow ApprovalsWorkflow RunsVersion HistoryWorkflow TemplatesMigrate from Automation RulesCanvas Size LimitAI AutomationGet AI Automation SettingsUpdate AI Automation SettingsAI Automation MetricsResolution Audit LogSimulate RoutingList Routing RulesCreate Routing RuleUpdate Routing RuleDelete Routing RuleReorder Routing RulesRelated GuidesRequired Scopes