Automation

| Item | Details |

|—|—|

| Who it is for | Administrators |

| Menu location | Settings → Automation |

| Plan dependency | Rule count uses automations. Delayed execution is usually on by default |

Automation runs actions when a chosen event fires and conditions match, cutting manual labelling, assignment and fixed replies.

Unlike 19-macros, macros need an agent click; automation runs unattended.

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1. Creating a rule

1. Settings → Automation → Create.

– Conversation created / updated / opened / resolved

– Message created

1. Choose when to run:

– Immediately: as soon as the event fires and conditions match.

– Wait then run: wait a period, and only run if state still matches. Wait must be about 10 minutes to 30 days.

1. Add conditions (inbox, status, labels, priority, attributes, etc.) with “all / any”.

2. Add actions: assign agent or team, label, send message, change status, mute, webhook, apply SLA, and so on.

3. Save and enable.

If a plan downgrade exceeds the rule limit, excess rules may be turned off automatically — check the list switches.

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2. How delayed rules work

Delay is not “wait N hours from now regardless”. It works like this:

| Conversation stays in a status | Entering that status | Still in that status at expiry | Status changes mid-way |

| Customer has not replied | Agent just replied | Customer still silent at expiry | Customer replies or conversation resolved |

| Agent has not replied | Customer just messaged | Still no reply at expiry | Someone replied |

Old conversations already sitting in the queue are not backdated. Only new activity starts the clock.

Useful pattern: “Open more than 8 hours with no reply → urgent label and notify duty”.

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3. Design tips

– One clear job per rule; avoid rules that flip status against each other in a loop.

– Do not automate mute / block except for clear spam inbound.

– When webhook actions fail, check the integration logs — do not assume delivery.

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4. Frequently asked questions

Rule never runs? Disabled, wrong event (you changed a label but trigger is “conversation created”), conditions too strict, state changed during delay, or quota disabled the rule.

Ran twice? Two overlapping rules, or “conversation updated” fires too often. Tighten conditions.

Auto-reply fights Captain? Both send on the same inbox. Agree: Captain handles Pending Q&A; automation only labels / assigns.

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Related articles

– 19-macros

– 22-assignment-rules

– 24-conversation-workflows

– Prove it on a test inbox before production channels.

– Mark auto messages as system notices so customers do not think a human wrote them.

| Wait type | When the clock starts | When it actually runs | What cancels mid-wait |

|—|—|—|—|

1. Name and describe it so it still makes sense months later.

2. Choose a trigger event, for example: