An automation rule runs on the server without anyone clicking. When something happens, if the conversation matches your conditions, the rule takes its steps. Use rules for work such as labelling by keyword, escalating urgent topics or replying out of hours.
The Automation tab is for admins. It's visible with permission to view automation and editable with permission to manage it.
How a rule is built
A rule has a trigger, optional conditions and one or more actions. The drawer ends with a plain-words sentence such as "When a message arrives, if the message contains refund, then add the label Billing."
Trigger
| Trigger | Runs |
|---|---|
| Conversation created | Once, when a conversation is first opened. |
| Conversation opened | Whenever a conversation moves back into Open, including a reopen. |
| Conversation updated | On any other change: assignment, priority, labels, mute, snooze. |
| Conversation resolved | When it's resolved, however that happened. |
| Message created | On every new message. Only this trigger can match message text, and "the language" means the language of the message that just arrived. |
Conditions
Conditions use the same builder as the advanced filter: Match all or Match any, with fields like status, priority, assignee, label, channel, queue, language, dates, the customer's phone, email or handle, and your custom attributes. Leave conditions empty to run on every event of that trigger.
Actions
The same steps as a macro: assign, remove the assignee, add or remove a label, change the status or priority, mute or unmute, reply to the customer, add a private note, email the transcript, or move to a queue. "Assign to a team" is retired. See Macros.
Create a rule
- 1Trigger
- 2Conditions
- 3Actions
Open Inbox, then Settings, then the Automation tab, and select New rule.
Name the rule and choose a Trigger.
Add Conditions.
Add Actions. At least one is needed.
Turn on Active ("Run this rule") and save.
Order and stopping
Rules run top to bottom within each trigger. Drag a row, or use its arrows (Run earlier, Run later), to reorder them. Turn on Stop after this rule matches to stop the rules below it for the same event; the row shows Stops here.
A rule that is switched off, or that can't match, is marked Never runs.
Test before you rely on it
Open a rule and use Try it on real tickets. Choose the last few tickets, or type specific ticket numbers, and select Run test. For each ticket you see whether it Matches, and what the rule Would do. Nothing is saved or changed. Customer details and labels are read as they are now, not as they were when the ticket was made.
See what a rule did
- Recent runs on a rule lists conversations it was evaluated on with an outcome: Ran, Did not match, Matched, already ran moments before, Skipped or Failed, and why.
- In a conversation, turn on Show system events. A rule's effects appear as "Rule “name” matched". Select Why? to see what it matched on.
Keep in mind
- Rules act as the system, not as a person, and can send customer replies. Test first.
- Deleting a rule asks for confirmation first.
- Auto-resolve and the reopen window are on this tab too. See Auto-resolve and the reopen window.