Automations
Automations
Automatically route conversations, send messages, and trigger actions based on rules.
Automations let you define rules that run whenever a trigger event occurs. Use them to route conversations, greet visitors, assign agents, and more, without any manual work.
Anatomy of an automation
Every automation has three parts:
- Trigger: what event starts the rule (e.g. "conversation created")
- Conditions: optional filters (e.g. "page URL contains /pricing")
- Actions: what to do (e.g. "assign to Sales team")
Common use cases
| Goal | Trigger | Action |
|---|---|---|
| Route pricing questions to Sales | Conversation created + URL contains /pricing | Assign to Sales team |
| Greet returning visitors | Visitor started + has previous conversations | Send message: "Welcome back!" |
| Auto-close idle conversations | No activity for 24 hours | Resolve conversation |
| Tag bug reports | Message contains "bug" or "broken" | Add tag: bug-report |
| Notify on VIP customer | Conversation created + attribute plan = enterprise | Notify specific agent |
Creating an automation
- Go to Settings → Automations → New automation
- Give it a name
- Choose a trigger event
- Add conditions (optional: leave empty to match all)
- Add one or more actions
- Toggle it Active and save
Triggers
| Trigger | When it fires |
|---|---|
Conversation created | A new conversation starts |
Message received | A visitor sends a message |
Visitor page view | A visitor views a page (Pro) |
Conversation resolved | A conversation is marked resolved |
No activity | No messages for a set time |
Visitor attribute | A visitor attribute matches a value |
Actions
| Action | What it does |
|---|---|
Send message | Bot sends a message to the visitor |
Assign agent | Assigns the conversation to a specific agent |
Assign team | Assigns to a team (round-robin) |
Add tag | Tags the conversation |
Resolve | Marks conversation as resolved |
Notify agent | Sends a push/email alert to an agent |