Actions

Actions are the steps an automation performs after its trigger fires and conditions are met. An automation can have multiple actions; they run in sequence.

Assignment actions

Action	Description
`Assign agent`	Assigns the conversation to a specific agent
`Assign team`	Assigns to a team using round-robin across available agents
`Unassign`	Removes the current assignee

Messaging actions

Action	Description
`Send message`	Sends an automated message to the visitor
`Send internal note`	Posts a note visible only to agents (not the visitor)

When using Send message, you can use template variables:

Variable	Value
`{{visitor_name}}`	Visitor's name if known
`{{agent_name}}`	Assigned agent's name
`{{org_name}}`	Your organisation name

Status actions

Action	Description
`Resolve conversation`	Marks the conversation resolved
`Reopen conversation`	Reopens a resolved conversation
`Add tag`	Adds a tag to the conversation
`Remove tag`	Removes a specific tag

Notification actions

Action	Description
`Notify agent`	Sends a push and/or email alert to a specific agent
`Notify team`	Alerts all members of a team

Action limits

Maximum 10 actions per automation
Send message actions include a short delay (1–3 seconds) to avoid instant bot responses that feel robotic
Actions run in the order listed: drag to reorder

Example: full automation

Goal: Route VIP customers to the senior support team and notify the manager.

Trigger: Conversation created
Condition: Visitor attribute plan = enterprise
Actions:
- Assign team → Senior Support
- Add tag → vip
- Notify agent → Manager (Alice)
- Send message → "Hi {{visitor_name}}, you're connected with our senior support team. We'll be right with you."