Pause marketing messages when critical support tickets open

When a new support ticket is created in Pure Chat, automatically apply a temporary hold tag to the contact in Autopilot Journeys.

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See all Pure Chat + Autopilot Journeys integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Pure Chat Explore Pure Chat →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Pure Chat.

Ticket status changed

Fires when a ticket's status changes in Pure Chat.

Ticket assigned

Fires when a ticket in Pure Chat is assigned to an agent.

SLA breached

Fires when a ticket in Pure Chat breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Pure Chat.

Update ticket status

Updates a ticket's status in Pure Chat.

Assign ticket

Assigns a ticket in Pure Chat to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Pure Chat.

Autopilot Journeys Explore Autopilot Journeys →

Triggers

New lead captured

Fires when a new lead or contact is captured in Autopilot Journeys.

Contact enters a workflow

Fires when a contact enters an automation in Autopilot Journeys.

Contact updated

Fires when a field on a contact changes in Autopilot Journeys.

Contact unsubscribed

Fires when a contact unsubscribes in Autopilot Journeys.

Actions

Create or update a contact

Creates or updates a contact in Autopilot Journeys.

Add a contact to a campaign

Adds a contact to a workflow or campaign in Autopilot Journeys.

Send a message

Sends an email or message to a contact via Autopilot Journeys.

Apply or remove a tag

Changes a contact's tags in Autopilot Journeys.

Create support tickets for unengaged or unsubscribed leads When a lead unsubscribes in Autopilot Journeys, automatically create a ticket in Pure Chat for an account manager to investigate potential churn. See details

Send follow-up communications upon ticket resolution When a support ticket status changes to solved in Pure Chat, update the contact profile in Autopilot Journeys and add them to a customer satisfaction sequence. See details

See all Pure Chat + Autopilot Journeys integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Pause marketing messages when critical support tickets open” between Pure Chat and Autopilot Journeys?

Yes — describe it in the box above and Knit's Integrations Agent researches Pure Chat and Autopilot Journeys's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Can support team members manage marketing messaging when an SLA is breached?

Yes, when an SLA breach occurs in Pure Chat, a tag can be applied in Autopilot Journeys to pause marketing emails until the issue is resolved.

Can customer marketing unsubscribes update open support tickets?

Yes, when a contact unsubscribes in Autopilot Journeys, a comment can be automatically added to open tickets in Pure Chat to keep support agents informed.