Routines

A routine is a saved instruction plus a trigger. When the trigger fires, Customermates opens a new assistant conversation, sends your instruction, and lets the assistant work on its own. Who can see a routine follows the Routines permission on their role: full access shows every routine in the workspace, own-only shows the ones they own. Run summaries follow the routine. The full assistant transcript stays with the person the run executed as.

What a routine is made of

• Instructions: the prompt the assistant receives on every run. Write it as if you were asking in chat.
• Trigger: either a schedule, or an in-app event such as a deal being updated.
• Guardrails: Customermates caps how often a routine may run and how many credits a single run may spend, so a routine cannot drain your allowance unattended.

Routines are only available on the cloud product, because they spend hosted AI credits from the owner's monthly allowance.

The creator becomes the routine owner. Only that owner can change its instructions or triggers, activate or pause it, or use Test trigger, because every run uses that person's identity, access and AI credits. A company administrator can pause or delete another person's routine, but cannot edit, test or run it. If an owner becomes inactive or is removed, the routine and its history are preserved, but the routine stays paused and read-only until an administrator deletes it.

Each user gets a separate plan allowance: Starter includes 1 routine per user, Pro includes 5 routines per user, and Business and Enterprise include unlimited routines per user. Another user's routines never use your slots. Pausing a routine does not free a slot, deleting one does.

Schedules

Pick how often the routine repeats: every 15 or 30 minutes, or every hour, day, week, or month, plus the time. Underneath, the schedule is spelled out in words so you can check it at a glance. Times use the time zone of the browser the routine was created in.

Routines run at most once every 15 minutes. A schedule that would fire more often than that is rejected when you save it. The scheduler checks for due routines every five minutes, so a run may start a few minutes after its nominal time.

Event triggers

An event trigger names one or more in-app events, such as a deal being created, updated, or deleted. Two optional controls narrow it further, so the routine spends credits only on the cases you care about.

Changed fields applies to update events only. Name the fields you want to watch, for example a deal's value or one of your custom columns, and the routine runs only when one of them actually changed. The control is hidden when no update event is selected, because creations and deletions do not report field-level changes.

Record filters restrict the routine to records matching the conditions you set, for example only deals assigned to you. They are not applied to deletions, because the record is already gone by the time the routine starts.

Leave either control empty to run on every matching event.

When an event starts a run, the assistant is told what happened before your instructions: the event name, the kind of record and its id, which fields changed on an update, and for an inbox event the thread the message belongs to. It can read the record itself from there. It is not given the previous values of the fields that changed.

Runs

Open a routine to see its runs, newest first. Each run records the person whose identity and credits it used. Everyone in the company can see run status, summary and credit use. Only that recorded executor can open the full transcript: what the assistant was asked, which records it read or changed, and what it replied.

Use Test trigger to start a real run immediately for a scheduled routine. It uses AI credits and may change workspace data. Event-triggered routines need a real matching event, so this control is disabled for them.

Run statuses are queued, running, succeeded, partial, failed, skipped, and blocked. A run is skipped when a guardrail stopped it, and blocked when the assistant could not start at all, for example because the owner is out of credits or their account is no longer active.

What a routine may do

An unattended run can read your workspace and create or update contacts, organizations, deals, services, tasks, and notes. It can also draft and send messages.

Deleting records always needs a person to approve it, so a routine that tries to delete something is declined immediately and the run records that it was refused.

Interface tools are unavailable to routines, because there is no browser attached to an unattended run.

Anchor ids

Layout controls: #routines-layout-table, #routines-layout-board

Routine dialog (open a routine or add one first): #routine-modal-save, #routine-modal-reset