🔌Automation

Automation rules list

An Automation Rule is a set of actions automatically executed when specified events occur and conditions are met. Automation rules allow you to automate existing processes that previously required manual effort.

The Automation Rules page shows settings and lets you activate or deactivate them.

To create a new automation rule/edit an existing one, select Add Automation Rule/Edit Automation Rule.

Create/Edit an Automation Rule

  1. Rule name

  2. Description

  3. Events - a list of events that should trigger an automation rule. The following Events are available:

  • Conversation created

  • Conversation status changed

  • Conversation assignee changed

  • Conversation team changed

  • Incoming message created

  • Contact created

  • Contact updated

  1. Conditions - a set of conditions that an event object must meet, otherwise a rule will not be triggered. The following conditions are available:

  • Inbox Name

  • Phone number

  • Email

  • Email Subject

  • Status

  • Assignee Name

  • Team Name

  • Message content

  • Contact Name

Available conditions depend on the chosen event.

  1. Actions - a set of actions to be performed. The following actions are available:

  • Add a label

  • Resolve conversation

  • Send a message

  • Send Attachment

  • Send Webhook Event

  • Send Browser Event

Available actions depend on the chosen event.

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