Let rules handle the repetitive work.
Create trigger-based rules that automatically assign, tag, route, and respond to conversations. Free up your team to focus on complex issues while automations handle the routine.
Key highlights
Event-driven triggers
Fire rules on conversation created, message received, conversation closed, tag added, or when a conversation goes unassigned for a set time.
Flexible actions
Assign to a specific agent, add or remove tags, change status, send a canned response, or notify Slack. Chain actions for complex workflows.
Conditional logic
Apply conditions based on tags, status, channel, or custom fields. Route billing questions to finance and bug reports to engineering automatically.
SLA enforcement
Define SLA policies with first-response and resolution deadlines. Get notified when SLAs are about to breach so your team can prioritize.
Full capability list
All included — even on the free plan.
See it in action
Auto-route by topic
When TriageBot tags a conversation as 'billing', an automation assigns it to your billing specialist. When it's tagged 'bug', it goes to engineering.
Escalation on SLA breach
If a conversation isn't responded to within 15 minutes, an automation notifies the team lead in Slack and bumps the priority to urgent.
Frequently Asked Questions
How many automation rules can I create?
There's no limit on the number of rules. Rules execute in priority order, so you can layer them for complex routing logic.
Can automations send messages to customers?
Yes. The SEND_MESSAGE action can send a canned response to the customer. This is useful for auto-acknowledgments or common follow-up instructions.
Do SLA timers account for business hours?
Yes. Configure your business hours and timezone. SLA timers pause outside business hours so your team isn't penalized for overnight gaps.
Related features
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