Create and manage routines with GaiaUpdated 28 minutes ago

You can create a routine to have Gaia perform a task for you on a recurring schedule. Routines are ideal for things you regularly ask Gaia about, like reviewing your weekly automation performance, or finding the top tickets to focus on in your support queue. Write a prompt for a routine once, set a frequency, then let Gaia run it automatically.

You can build a routine for Gaia from scratch, start from a ready-made template, or ask Gaia to set one up for you in a chat.

In this article:

• Create a routine
  • Work with Gaia on a routine
• Examples of routines
• View and interact with runs
  • Manually run a routine
• Manage your routines
  • Edit or pause a routine
  • Delete a routine
• Frequently asked questions

Create a routine

You can create a routine manually by writing your own instructions, or choose pick from library to start a routine from a template of common use cases (also see examples of routines).

Optionally, you can work with Gaia in a chat to describe what you want, and have it create the routine for you.

To create a routine:

1. Open the dropdown menu in the top-left corner, then select Gaia.
2. Hover your cursor over   Routines, then click   Create routine.
3. Select Set up manually or choose Pick from library to start from a template.
4. Give your routine a Name, then enter Instructions to describe what you want Gaia to do — for example, "Check my automation rate for the past 7 days by channel, and flag any channel that dropped more than 5 percentage points versus the prior week."
5. Set a Frequency (daily, weekly, monthly or custom), and choose a Time and Timezone to tell Gaia when and how often to run the routine.
6. Select Create routine to finish.

Work with Gaia on a routine

You can work with Gaia to create a routine instead of planning and writing a prompt yourself. Start a chat with Gaia and describe what you want to build. It will help you navigate the data in your account, make decisions, then create the routine and enable it. For example, "Gaia, set up a routine that checks for at-risk conversations every weekday morning."

You can also ask Gaia to manage your existing routines: edit a routine's instructions or schedule; pause, resume or delete a routine; trigger a manual run, or view a routine's run history.

Examples of routines

The following are examples of routines you might build, but you can write a prompt for any topic you ask Gaia about regularly. When you create a new routine, choose pick from library to explore pre-built templates as a starting point for your prompt.

• Automation rate monitoring — "Check my automation rate for the past 7 days by channel, and flag any channel that dropped more than 5 percentage points versus the prior week."
• At-risk conversation radar — "Find any frustrated or upset customers, mentions of churn or legal issues, and unresolved repeat contacts from the last 24 hours."
• Knowledge gap detection — "Find high-volume topics from the last 7 days that don't have matching skill."
• Macro and rule hygiene — "Review my macros and rules and recommend anything I should consolidate or clean up. Don't make any changes yourself — just recommend them."
• Team performance digest — "Summarize this week's key takeaways, team productivity, and performance — like CSAT and resolution time — compared to the previous period."

View and interact with runs

Each time a routine runs, it creates a conversation with Gaia that you can review. From any specific run, you can continue to chat with Gaia about the results, ask follow-up questions, or have Gaia take another action.

Open a routine to see a history of its runs, including when the next run is scheduled.

1. Open the dropdown menu in the top-left corner, then click Gaia.
2. Find and click on the   routine you want to review. The routine always opens to its most recent run.
3. Within the routine, find and click on the dates under History to open a chat for a previous run. Click Show more to expand the list and see older runs.

Manually run a routine

You can manually run a routine if you need Gaia to perform a task immediately instead of waiting for its next scheduled time.

1. Open the dropdown menu in the top-left corner, then click Gaia.
2. Find and click on the routine you want to run.
3. Click   Run now

Manage your routines

You can manage your routines by going to Gaia from the main menu, then selecting an existing routine.

If you have a lot of routines, hover your cursor over   Routines, then click Filter and sort to search or filter for routines by name, upcoming run, creation date, or status (all, active or paused).

You can also start a chat with Gaia and ask it to make changes to an existing routine.

Edit or pause a routine

You can edit a routine to change its details, or pause the routine if you want to stop it from running on its schedule.

1. Find and select the routine you want to edit or pause.
2. Click on the  three dots in the top-right corner.
   • Select Edit to change its name, instructions, frequency or time.
   • Select Pause to stop running the routine's schedule. The routine, its instructions, and run history are saved until you select Resume to start the schedule again.

Delete a routine

You can delete a routine if you no longer need it. Deleting a routine removes it and its run history from Gaia. This action cannot be undone.

1. Select a routine, then click on the  three dots in the top-right corner.
2. Click Delete, then Delete again to confirm.

Frequently asked questions