Creating automation rules

Introduction

Automation rules in Deskwoot let you perform actions automatically when certain conditions are met, helping your team save time, reduce manual work, and ensure consistent handling of customer conversations. Instead of repeating the same steps for every incoming message, you can set up rules that take care of routine tasks for you.

How Rules Work

Each automation rule has three parts:

• Event trigger: The event that starts the rule. For example, a new conversation is created or a message is received.
• Conditions: One or more criteria that must be true for the rule to fire, such as the conversation's channel, status, or content.
• Actions: What Deskwoot should do when the trigger fires and all conditions are met. For example, assigning the conversation to a specific team member or adding a label.

Rules are evaluated in order from top to bottom, so the sequence in which you arrange them matters. If multiple rules match the same event, each matching rule's actions will execute in the listed order.

Creating a Rule

1. Navigate to Settings > Automation.
2. Click Add Rule.
3. Select an event trigger from the dropdown.
4. Define one or more conditions. You can combine conditions using "AND" logic so that all criteria must be satisfied before the rule fires.
5. Add one or more actions that should be performed when the conditions are met.
6. Give your rule a clear, descriptive name so your team can identify its purpose at a glance.
7. Save the rule. It will take effect immediately for new events that match the trigger.

Best Practices

• Name rules descriptively: Use names like "Assign billing queries to Finance team" rather than "Rule 1." This makes maintenance much easier as your list grows.
• Keep conditions specific: Broad conditions may cause rules to fire on conversations you didn't intend. Start narrow and widen only when needed.
• Review rule order regularly: Because rules run top to bottom, reordering them can change outcomes. Periodically audit the sequence to avoid conflicts.
• Test before scaling: Create a rule and verify it on a test conversation before applying it to high-volume channels.

Common Pitfalls

• Overlapping rules: Two rules with similar conditions can produce unexpected results. For instance, reassigning a conversation that was just assigned by another rule. Review your rule list for overlaps.
• Forgetting to save: Always confirm your changes are saved after editing a rule. Unsaved changes will not take effect.
• Too many actions on one rule: While stacking actions is powerful, excessive actions in a single rule can make troubleshooting difficult. Split complex logic into separate, focused rules when possible.

Frequently Asked Questions

Can I temporarily disable a rule without deleting it?

Yes. You can toggle a rule off in Settings > Automation. This preserves the rule's configuration so you can re-enable it later without recreating it.

Do automation rules apply to existing conversations?

Rules are triggered by new events. They will not retroactively process conversations that already existed before the rule was created.

Is there a limit to the number of rules I can create?

There is no strict limit, but keeping your rule list concise and well-organized will make it easier to manage and reduce the risk of conflicts between rules.