Building automation rules

Automation rules watch for an event, check conditions, and run actions in order. They're how you route, tag and escalate without lifting a finger.

Create a rule

Go to Admin → Automations and add a rule:

1. Name it something descriptive.
2. Pick a Trigger:
   • Ticket created
   • Agent reply sent
   • Priority changed
   • SLA breached
   • Tag added
3. Add Conditions — all must match. Filter on Priority, Status, Channel, Company name or Subject, using is, is not or contains.
4. Add Actions, which run top to bottom:
   • Assign to agent
   • Set priority
   • Set status
   • Add tag
   • Notify the assignee
   • Add an internal note
   • Run the AI agent
5. Toggle it Active and save.

Worked examples

• Route billing mail: Trigger Ticket created, Condition Subject contains "invoice", Action Set status → open + Add tag "billing" + Assign to your billing agent.
• Escalate breaches: Trigger SLA breached, Action Set priority → urgent + Notify the assignee + Add an internal note.
• Auto-triage VIPs: Trigger Ticket created, Condition Company name is "Acme", Action Run the AI agent.

Tips

• Order your actions deliberately — they execute in sequence, so set the queue/priority before you notify.
• Conditions are AND-only; for OR logic, create two rules.
• Each rule tracks how many times it has run and when it last fired, so you can spot a rule that never matches.