# 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
4. 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**.
5. Add **conditions** (inbox, status, labels, priority, attributes, etc.) with “all / any”.
6. Add **actions**: assign agent or team, label, send message, change status, mute, webhook, apply SLA, and so on.
7. 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
– 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 |
|—|—|—|—|
2. Name and describe it so it still makes sense months later.
3. Choose a **trigger event**, for example: