Automation

Automation lets you create rules that perform actions automatically when certain conditions are met — no manual work required from your team.

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How Automation Works

Every automation rule has three parts:

1. Event — When does this trigger?
2. Conditions — What must be true for the rule to apply?
3. Actions — What happens automatically?

Example:

When a new conversation is created AND the inbox is "Krongage WhatsApp" → Assign to admin agent

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Trigger Events

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Available Conditions

Filter which conversations the rule applies to:

• Inbox (which channel)
• Label (what tag is applied)
• Status (open, pending, resolved)
• Assignee (who it's assigned to)
• Team (which team)
• Message content (keywords)

Combine conditions using AND / OR logic.

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Available Actions

• Assign an Agent
• Assign a Team
• Add or Remove a Label
• Send a Message to the customer
• Send an Email notification
• Mute, Snooze, or Resolve the conversation

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Creating an Automation

Note: Only Administrators can create automations.

1. Go to Settings → Automation
2. Click Add Automation Rule
3. Give the rule a name and description
4. Select the trigger event
5. Add your conditions
6. Add your actions
7. Toggle the rule Active
8. Click Save

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Managing Automations

From the automation list you can:

• Toggle any rule on or off without deleting it
• Edit existing rules (pencil icon)
• Copy a rule to use as a template
• Delete rules no longer needed (trash icon)