Create automation rules for messages, routing, and tags

Open Settings → Automation → Workflows. Start from a template or create a rule for proactive messages, routing, triage, tagging, customer experience, or team alerts.

Build a rule

1. Choose a trigger, such as a visitor landing on a page, an idle visitor, a new conversation, a customer message, a status change, or a reminder becoming due.
2. Add conditions such as page URL, message text, channel, business hours, assignment, tag, or lifecycle status.
3. Add actions in the intended order. Available actions include Send message, Show quick replies, Show article, Assign, Add tag, Set lifecycle status, Snooze, Add internal note, and Slack alert.
4. Save the rule disabled, test its narrowest intended case, then enable it.

Avoid loops and noisy automation

Do not use a broad “Any message created” trigger with an action that creates another matching message unless conditions prevent the rule from matching itself. Prefer a specific channel, page, keyword, or lifecycle condition.

For contextual Smartbar prompts, also read How proactive messages work.