Automation rules
Triggers, conditions and actions that run themselves across every channel.
Overview
Rules live in Automation. Each runs at most once per record, logs every run and can be paused without deleting it.
Who can use this
Admins only.
Triggers
| Trigger | Fires when |
|---|---|
| Message received | An inbound message lands |
| New conversation | Created (after triage, so intent is known) |
| Ticket created | A ticket is opened |
| Conversation resolved | A conversation is resolved |
| Customer created | A new customer record appears |
| SLA breached | A ticket or conversation passes its target |
| Call ended | Any call finishes |
| Call missed | A call ends unanswered |
| Call outcome recorded | Wrap-up submitted (carries the disposition) |
| Satisfaction score received | A CSAT score is recorded |
| Customer has not replied | No reply for N hours after the team's last message |
Conditions
All listed conditions must match: channel, intent, sentiment below a threshold, text contains, category, priority, call direction, call disposition, CSAT score at most and idle hours.
Actions
- Send the customer a message with a fallback route (same channel, same → email, WhatsApp → SMS → email, or a single channel). Stops at the first channel that does not fail.
{{first_name}}and{{name}}insert the customer's name. Opted-out customers are never messaged; failed deliveries leave an internal note. - Open a ticket with a priority (skipped if one is already open).
- Assign, set category, set priority, set status, set team, add or remove a label, apply an SLA, snooze, add an internal note, notify a person or all supervisors/admins.
- App hooks for Slack, Linear, Notion and Dyte queue durable jobs with retries.
Common issues
- Rule did not fire. It runs once per record; check Recent runs on the Automation page for what it did or skipped.
- Message not delivered. The rule notes the reason on the conversation (no address, provider failed, customer opted out).
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