**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.