Automation rules change conversations when events occur or on an hourly schedule.
Create a rule
- Open Admin > Productivity > Automation (
/admin/automations) and click New rule. - Enter Name and Description.
- Select Type: New conversation, Conversation update, or Time triggers.
- Set the matching conditions and their AND or OR grouping. For update rules, select the events to evaluate.
- Under Perform these actions, use Add action and configure the required values.
- Click Create and ensure the rule is enabled.
Available actions include Assign team, Assign agent, Set status, Set priority, Add private note, Send reply, Send CSAT, Set SLA, tag changes, Notify agents, Snooze, and Trigger webhook.
Rule timing and order
New conversation rules run for conversations created by contacts. They do not run for conversations initiated by agents. The New conversation list lets you reorder rules and choose Execute first matching rule or Execute all matching rules. Time triggers run on an hourly schedule.
Route conversations to an AI assistant
Create and enable an assistant under Admin > AI > Assistants, and configure the Completion and Embedding providers. Create a New conversation rule matching the intended inbox, add Assign agent, and select the assistant. Save the rule and keep it enabled.
An assistant responds when an open conversation is assigned to it. Provider setup and knowledge snippets alone do not route conversations. Use the assistant's Test tab for knowledge questions without sending customer messages.
The assistant Test tab checks answers from knowledge. It does not execute automation rules or simulate inbox routing. To test a New conversation rule, start a conversation as a contact through the intended inbox, then check the matching conditions and assignment. An agent-created conversation does not test this trigger.
For human routing, choose an agent or an Assign team action. Configure the team's Round robin settings if conversations should be distributed among members. See Teams and automatic assignment.