Automation Rules and Triggers

Automation rules let you perform actions automatically when certain conditions are met. Use them to tag conversations, assign agents, send notifications, and more — without manual intervention.

How Automation Rules Work

Each rule consists of:

1. Trigger — The event that starts the rule (e.g. "new conversation created")
2. Conditions — Optional filters that must be true (e.g. "message contains 'refund'")
3. Actions — What happens when the trigger fires and conditions match (e.g. "add tag 'billing'")

Available Triggers

Trigger	Fires When
Conversation created	A new conversation is opened
Message received	A customer sends a message
Status changed	A conversation's status changes
Priority changed	A conversation's priority changes
Assignment changed	A conversation is assigned or unassigned
Tag added	A specific tag is applied

Conditions

Conditions let you filter when the rule should fire:

• Message contains — Check if the message text contains specific words
• Customer email matches — Match a domain or specific address
• Current status is — Only fire when the conversation is in a certain status
• Tags include/exclude — Check for presence or absence of tags
• Business hours — Only fire during or outside business hours

You can combine multiple conditions with AND/OR logic.

Actions

Action	Description
Add tag	Apply a tag to the conversation
Set priority	Change the priority level
Assign to	Assign to a specific agent or round-robin
Send notification	Notify an agent or channel
Set status	Change the conversation status
Send auto-reply	Send a canned response to the customer

Example Rules

Auto-tag billing conversations

• Trigger: Message received
• Condition: Message contains "invoice" OR "payment" OR "refund"
• Action: Add tag billing

Escalate urgent conversations

• Trigger: Priority changed
• Condition: Priority is Urgent AND assignee is empty
• Action: Assign to "Sarah" (team lead)

After-hours auto-reply

• Trigger: Conversation created
• Condition: Outside business hours
• Action: Send auto-reply "Thanks for reaching out! We'll get back to you when we're back online."

Creating a Rule

1. Go to Settings > Automations
2. Click Create Rule
3. Configure the trigger, conditions, and actions
4. Give the rule a name and description
5. Click Save & Activate

Rules can be paused or deleted at any time.