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.