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Create an automation rule

Last updated: 26 September 2026 · 5 min read

An automation rule checks conditions when an event happens and does the actions itself: it adds a label, assigns to an agent or team, sends a message, sets a priority. An administrator sets up rules. This feature isn't in every plan.

Steps

  1. 1

    Create a rule

    On Settings › Workspace settings › Automation, click “Create Automation”. Enter the “Rule Name” and “Description”.

  2. 2

    Choose the event

    From the “Event” list, choose when the rule is checked: “Conversation Created”, “Conversation Updated”, “Message Created”, “Conversation Opened”, “Conversation Resolved” or the booking events. If you change the event later, the conditions and actions are reset.

  3. 3

    Set the conditions

    In “Conditions”, choose the field (for example “Inbox”, “Message Contains”, “Status”, “Phone Number”, “Country”, custom attributes), the operator and the value. For another condition, click “Add Condition” and join the conditions with “AND” or “OR”.

  4. 4

    Choose the actions

    In “Actions”, choose what to do: “Assign to Agent”, “Assign a Team”, “Add a Label”, “Send a Message”, “Add a Private Note”, “Change Priority”, “Add SLA”, “Resolve Conversation”, “Send Webhook Event” and others. For another action, click “Add Action”.

  5. 5

    Save and check

    Click “Create”. Check in the list that the rule is active. If the rule doesn't work, see “An automation rule doesn't run”.