When you want a set of actions to run automatically in certain situations, Automation is a strong fit—and highly efficient. When a selected event fires and the conditions match, the automation runs those actions, so you don’t have to manually label, assign, or send fixed replies. Unlike macros, which need an agent to trigger them by hand, automations run without manual intervention.
Open the Automation page in Workspace, click Add Automation Rule, fill in the details, and choose the automation type: Run immediately—execute as soon as the conditions match—or Run after a wait—execute only after the wait time and other conditions are met.
Here’s an example: an automation that, when a customer sends an inquiry, automatically hands the conversation to a sales-team agent.
Event: choose what triggers the automation. In this scenario, select Message created, meaning the customer has typed and sent a message.
Conditions: set what must be true for the automation to run. You can add more than one. Here we check whether the customer’s message includes inquiry-related words such as price or discount—you can add more terms as needed. Watch how conditions are linked: or means any one condition is enough; and means every condition must match.
Actions: define what the automation actually does. In this scenario, assign the conversation to the Sales team so the system picks a sales agent to take over, and apply a pre-built SLA to help that agent communicate more efficiently and at higher quality. Note: in automation, you can only hand a conversation over to agents who are bound to that Inbox. In this example, the sales-team agents are already bound to the Inbox.
After you create the rule, it appears in the list. You can pause, activate, edit, delete, or duplicate it. The system automatically runs rules whose Active status is on.