Automate with rules

What it is for: automations do the repetitive work for you. You set a rule like "if this happens, then do that". For example: "if a WhatsApp conversation is created → assign it to Michael". No need to think about it — it just happens.

Create a rule

1. Go to Settings → Automation.
2. Click Add automation (or "Create").
3. Give your rule a name so you recognize it later.
4. Choose the trigger (the "if…" event).
5. Add one or more conditions to fine-tune when the rule applies.
6. Choose the action(s) (the "then…").
7. Save. The rule now runs automatically.

Triggers (the "if…")

The trigger is the event that starts the rule. The main ones are:

• Conversation created — the moment a new conversation arrives.
• Conversation updated — when something changes (status, assignment, label…).
• Message received — on every new message from a customer.

Actions (the "then…")

The action is what Madyis does automatically. You can chain several:

• Assign the conversation to an agent or a team.
• Add a label.
• Change the status (open, pending, resolved).
• Send a message, a private note, and other actions depending on your needs.

A full example

If a conversation is created and the channel is WhatsApp, then assign the conversation to Michael and add the "urgent" label.

Tip: start with simple rules, test them on a few conversations, then refine. You can turn a rule off at any time without deleting it.