Automation rules

A rule performs actions by itself when an event occurs and its conditions are met.

Creating a rule

1. Open Settings → Automation.
2. Click to add an automation rule.
3. Fill in:
   • Name and Description;
   • Event — what triggers the rule;
   • Conditions — when it should apply;
   • Actions — what to do.

Events

• Conversation Created — a new request arrived;
• Conversation Updated — the status, priority or assignee changed;
• Message Created — a new message came in;
• Conversation Resolved — the conversation was closed;
• Conversation Opened — the conversation was reopened.

Conditions

Conditions can be built on conversation status, inbox, labels, message content, contact and conversation attributes, time and other fields. Several conditions combine with AND / OR.

Actions

• Assign to Agent and Assign a Team;
• Add a Label and Remove a Label;
• Send a Message to the customer and Send Attachment;
• Add a Private Note for your team;
• Resolve Conversation, Open conversation, Mute Conversation;
• Change Priority;
• Add SLA;
• Send an Email to Team and Send an Email Transcript;
• Send Webhook Event.

Examples

Prioritise wholesale customers

Event: conversation created Condition: the contact is labelled wholesale Actions: "Change Priority" to high, "Assign a Team" — Wholesale

Route by topic

Event: message created Condition: the text contains "refund" Actions: "Add a Label" refund, "Assign a Team" — Support

Out-of-hours reply

Event: conversation created Condition: outside business hours Action: send a message with your working hours

Recommendations

• Start with one or two rules and check the result on real conversations.
• Watch the order: several rules can fire on the same event.
• Do not send automatic messages too often — customers read them as spam.