Creating automation rules

Automation rules let you perform actions automatically when certain conditions are met. They save time by handling repetitive tasks like assigning conversations, adding labels, or sending notifications.

How rules work

Each rule has three parts: an event trigger (when a conversation is created or updated), conditions (the criteria to check), and actions (what to do when conditions match). Rules are evaluated in order and multiple rules can apply to the same conversation.

Creating a rule

Go to Settings > Automation and click 'Add Rule'. Choose an event (Conversation Created, Conversation Updated, or Message Created). Add one or more conditions - for example, 'inbox equals Website Chat' or 'message contains refund'. Then add actions like 'assign to agent', 'add label', or 'change priority'.

Common automation examples

Route all conversations from your VIP inbox to a senior agent. Automatically add a 'billing' label when a message mentions 'invoice' or 'payment'. Set priority to Urgent when a conversation has been waiting more than 2 hours. Send a Slack notification when a new conversation is created.