Automation Rules#

Automation Rules execute actions on conversations automatically when defined conditions are met. Rules reduce repetitive manual work — routing, tagging, escalation — and enforce consistent processes across the support team.

Rule Anatomy#

Every automation rule has three parts:

1. Event — when the rule is evaluated
2. Conditions — which conversations it applies to
3. Actions — what happens when conditions match

Supported Events#

Conditions#

Conditions are logical filters combined with AND/OR. Supported fields include:

• Inbox, channel type, assignee, team
• Conversation status, priority, labels
• Contact country, language, custom attribute values
• Message content (contains / does not contain)
• Business hours (inside / outside)

Actions#

When conditions match, the rule can perform one or more actions:

• Assign conversation to a specific agent or team
• Add or remove labels
• Change status (open, pending, snoozed, resolved)
• Change priority
• Send an email notification to a specified address
• Send a message (public reply or private note) into the conversation
• Mute conversation to suppress notifications
• Snooze until a later time

Example Rules#

• Auto-route billing questions — if message content contains “invoice” or “refund”, add label billing and assign to the Finance team
• Off-hours auto-reply — if conversation created outside business hours, send a public reply and set status to pending
• VIP escalation — if contact custom attribute plan_tier equals “Enterprise”, assign priority High and notify a Slack-compatible webhook

Rules are executed in order of priority; drag-and-drop the rule list to reorder. Each rule can be independently enabled or disabled without deletion.