Using Automation
Overview
Automation rules perform actions automatically when specific conditions are met.
Creating Rules
- Go to Settings → Automation
- Click Add Automation Rule
- Configure:
- Name: Descriptive name
- Description: Purpose
- Event: Trigger (e.g., conversation created)
- Conditions: When to run
- Actions: What to do
Events
- Conversation Created: New conversation
- Conversation Updated: Status/assignee change
- Message Created: New message received
Conditions
- Conversation status
- Inbox
- Labels
- Contact attributes
- Message content
Actions
- Assign to agent/team
- Add/remove labels
- Send message
- Change status
- Trigger webhook
Example: Auto-assign VIP
Event: Conversation Created Condition: Contact email contains "@vip.com" Action: Add label "VIP", Assign to "Senior Support"