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An automation rule runs actions on its own when an event happens and your conditions are met. Create one in Settings → Automation → Add automation rule.
The 5 events (triggers)
- Conversation created — a new conversation comes in.
- Conversation updated — a change (status, assignment, team, attribute…).
- Conversation opened — a conversation is (re)opened.
- Conversation resolved — a conversation is resolved.
- Message created — a new message arrives.
The conditions (examples)
Message type, content (contains…), email, inbox, status, assigned agent, team, priority, conversation language, phone, company, labels, browser language, email subject, country, referer link — plus all your custom attributes. Conditions combine with AND / OR.
The actions
Assign/remove an agent or team, add/remove a label, send a message to the customer, add a private note, send an email to the team, send the transcript, mute / snooze / resolve / change status or priority, send a webhook, send an attachment, add an SLA.
Example
"Conversation created + language = English → assign to the English team", or "Message created + contains 'refund' → add the refund label + notify an agent".
Good to know: a rule is active as soon as it's created (on/off switch per row). The "send message / note / attachment" actions don't apply to Twitter conversations.