Automations
Automate support work from trigger to done
Your support team shouldnāt have to complete mundane, repetitive tasks across ticketing systems, internal tools, and spreadsheets. Embrace Automations lets support ops teams and CX leaders build agentic workflows that run automaticallyāso humans focus on the conversations that actually need them.
Define the workflow. Let Embrace do the rest.
Define your workflows in plain languageāno code, no complexity. Automations handles the execution, so your team can focus on the conversations that drive real value.
Turn real events into real workāautomatically
Schedule a trigger (like new ticket created or ticket updated) and let Embrace respond the moment something changesāno manual monitoring, no copy/paste, no waiting for āsomeone to notice.ā
Define the workflow in natural language (not code)
Describe what should happen using natural language: notify the right owner, draft the right response, update records, assign tasks, or route issuesābased on your rules and context. Under the hood, each Automation can pair a specific Agent + tailored instructions + (optionally) one or more Collections so the workflow runs consistently every time.
Make smarter decisions by connecting tools + knowledge
Automations shouldnāt become a shadow IT problem. Embrace includes org-level governance for tools, role-based controls, and a centralized Tools routerāso only the right people have access and can take action, while broader teams stay in āuse-onlyā mode.
How It Works
Customer Outcomes
Real results from teams using automations
When teams automate and streamline support workflows, the results speak for themselves.
Speed
40%
faster time-to-close
For basic "how-to" questions ā resolved faster without agent handoff.
Response time
2.5 hrs
4 hrs
avg. first reply time
38% reduction in first response time ā customers get answers sooner.
Efficiency
~2 minutes
avg. handling time saved
Lower handling time at peak chat volume ā without adding headcount.
āI think itās important to remember that being busy doesnāt always mean being productive.ā
Keller Williams also shared theyāve reduced ticket handling time by cutting down how long it takes agents to get answers to nuanced questions.
Integrations
Ticketing system (Triggers)
Start Automations from ticket events like creation or updates.
Knowledge sources (Collections)
Pull from the systems where your truth lives (Notion, Confluence, Guru, Zendesk KB, files, more) so automations act on accurate context.
Tools (go from insight ā action)
Admins centrally govern tool availability; Agents only use what you explicitly allow.
Built for security.
SOC 2 Type II certified
Independently audited for enterprise-grade protection.
Your data stays yours
Business content is never used for AI training.
Role-based permissions
Advanced access controls and data governance for secure content management across teams.
FAQs
Do we need engineering to set up Automations?
NoāEmbrace is designed so support ops and CX teams can configure workflows in the product, without writing code or building custom middleware.
How do you keep Automations secure and controlled?
Automations can be restricted behind org-level permissions, with role-based access controls and tool governance to keep powerful changes with trusted admins/creators.
Can we reuse our existing Agents and Collections?
Yes. An Automation can use a pre-existing Agent, plus (optionally) Collections, so the workflow runs with the same instructions and knowledge youāve already validated.
How do we know what happened after it runs?
Each Automation includes Run History so you can review runs, outcomes, and iterate quickly.
Whatās the fastest path to value?
Start with one repeatable workflow (triage, summaries, routing, follow-ups), run it with a small group, then expand. Embrace is built for quick implementation and clear ROIāoften in weeks, not quarters.
See Automations in action
In 30 minutes, discover how Embrace Automations can transform your support workflowsāwithout writing a line of code.
